Director of Marketing Customer Experience and Products
Director of Marketing Customer Experience and Products
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Job Description
Reporting to the Vice President of Marketing the incumbent will represent the customer within the organization with the following objectives:
- Define and implement the Customer Voice strategy a crossfunctional program designed to drive customer satisfaction throughout their journey with Air Transat focusing on both inflight and onground experiences.
- Codevelop and continuously enhance Air Transats product lines in close collaboration with the airline operations inflight service and ground service teams ensuring that the offerings align with customer expectations and market trends.
COSTUMER VOICE
This practice aims to continuously improve customer satisfaction through an exceptional personalized and relevant experience while developing customer recognition and loyalty plans based on their value to the company.
- Act as the customers voice within the company by consolidating all captured signals that may influence the deployed strategy.
- Lead the development of a global approach centered on delivering an outstanding and personalized customer experience alongside the airline operations teams.
- Develop service standards and action plans aimed at continuously improving customer satisfaction across all products and services and ensure their implementation in collaboration with the relevant sectors.
- Monitor trends and best practices in marketing and customer experience within the airline industry.
- Lead the Customer Committee.
- Manage the crossfunctional customer journey.
- Establish and maintain a customer recognition program.
- Oversee marketingfocused crosscompany projects (e.g. digitalization of the customer journey).
PRODUCT MARKETING
This practice involves defining and executing the positioning and marketing strategies for Air Transats offerings and services in Canadian and international markets in close collaboration with the Commercial Product Revenue Management Pricing Inflight Service and Ground Service teams.
Additionally it focuses on influencing the development and continuous improvement of Air Transats product portfolio based on customer and market data analysis and identifying promising business opportunities.
- Collaborate with airline operations teams to develop onboard and ground service offerings and with pricing teams to design fare structures tailored to identified market segments.
- Analyze markets from the customer perspective and identify highpotential business needs.
- Evaluate product offerings competitors and emerging trends to establish appropriate positioning and promotional strategies.
- Ensure consistency in product lines and ranges according to target markets.
- Define unique selling propositions (USPs) for various product lines.
- Provide technical support to the commercial network.
Qualifications :
- Minimum of ten (10) years experience in the airline industry.
- Minimum of five (5) years as a manager in marketing or revenue management or pricing
- Undergraduate degree in marketing or similar field;
- Excellent oral and written communication skills;
- Bilingualism in French and English essential;*
- Knowledge and experience in the airline industry;
- Experience in customerfocused product development practices (Design Thining)
- Expertise in the development and implementation of CX practices.
- Outstanding analytical skills proven organizational skills and excellent team player;
- Availability to travel;
*A good knowledge of French is required for positions in Quebec. The incumbent will be required to communicate and collaborate frequently in English both orally and in writing with colleagues customers and other stakeholders in Quebec the rest of Canada and internationally.
Additional Information :
Hybrid schedule main workplace; 300 rue LoPariseau Montreal H2X 4B3
#LIHybrid
#LICB1
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.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
