Director Of Marketing, Customer Experience And Products

Company Description

Be part of the journey!

Come aboard a committed and human company that needs you!

Why should you join our team? We offer the pride of working for a local company with an international reach, with professionals who are passionate about travel! You will evolve in a stimulating telecommuting environment where team cohesion is paramount. And of course, you will take advantage of our travel benefits to discover our destinations on board the best leisure airline in North America!

VOICE OF THE CLIENT

The practice is about continuously improving customer satisfaction through an outstanding, personalized and relevant experience. While developing customer recognition and retention plans based on their value to the business.

• Act as a leader in the development of a global approach focused on the deployment of an outstanding and personalized customer experience to flight operations;
• Develop service standards and action plans for the continuous improvement of customer satisfaction for all our products and services and ensure their implementation, in collaboration with the sectors concerned;
• Act as the voice of the customer within the company by consolidating all signals captured and likely to influence the strategy deployed;
• Monitor trends and best practices in the field of marketing and customer experience in the tourism industry;
• Responsibility for marketing projects, transversal to the company (ex: vaccination passport, digitization of the customer journey, etc...).
• Implementation and maintenance of a customer recognition program;
• Responsibility for the transversal customer journey;
• Leadership of the customer committee;

PRODUCT MARKETING

Working closely with the Commercial, Product, Revenue Management, Pricing and Program teams, the practice consists of defining and executing the positioning and marketing of all Air Transat and Transat offers and services in the Canadian and international markets.

In addition, this role will influence the development and continuous improvement of the product portfolio, based on the analysis of customer and market data and the identification of promising business opportunities. In this respect, it will be necessary to draw inspiration from the best practices in the field (Design Thinking).

In addition, it will be necessary to develop jointly with the flight operations teams, the in-flight service offer and the pricing teams the fare offer adapted to the identified market segments.

• Manage the marketing of products (services, packages, ancillaries, destinations) in B2B and B2C.
• Analyze the markets from the customer's point of view and the needs with high business potential.
• Manage Air Transat projects.
• Provide technical support to the sales network
• Own the Qualtrics satisfaction measurement platform.
• Define service offers in conjunction with flight operations
• Define the USPs of the different product lines.
• Manage the coherence of product lines and ranges according to the target markets.
• Analyze the product offer, the competition's offer and emerging trends to establish the appropriate positioning and promotion strategies.
• Define pricing offers in conjunction with the pricing teams

Qualifications

• Bilingualism in French and English essential;
• Excellent oral and written communication skills;
• Expertise in the development and implementation of CX practices.
• Undergraduate degree in marketing or similar field;
• Minimum of five (5) years as a manager in marketing or revenue management or pricing
• Availability to travel;
• Knowledge and experience in the airline industry;
• Minimum of seven (7) years experience in the airline industry.
• Outstanding analytical skills, proven organizational skills and excellent team player;
• Experience in customer-focused product development practices (Design Thining)

Additional Information

Employment Equity

At Transat, we foster an environment where inclusiveness, respect and equity reign. We endeavour to build a workforce that reflects the diversity of our customers as well as the communities to which we travel. We encourage women, members of visible minorities, ethnic minorities, aboriginal peoples as well as people with disabilities to submit their candidacy. Transat will accommodate people with disabilities throughout the recruitment and selection process. If you require an accommodation, please contact us in order to work together in meeting adequately your needs. To facilitate the reading of this document, the masculine form has been retained.