Senior Representative, Passenger Programs & Experience

The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canada’s leading global hub airport, a global leader in airport performance, customer care and sustainability. Together with our partners, approximately 1,800 GTAA employees are working to create a next-generation airport by innovating in all we do and striving for the most uplifting, safe and efficient experience for our passengers – all while championing the prosperity of our people, the community we call home, and our aviation partners. Join us on our journey together, as we put the joy back into travel and make Toronto Pearson the chosen place to fly and work.

What's in it for you!

As a GTAA employee, you’ll have access to amazing benefits, including retirement planning, comprehensive group health benefits, an employee assistance programs (EAP), paid leave, education and training, as well as recognition and rewards programs.

Position Summary:

Reporting to the Manager, Passenger Programs & Experience, this position is responsible for curating a memorable experience and delivering engaging programs for passengers travelling through Toronto Pearson, in support of becoming the best airport in the world. Working with various partners and through the delivery of engaging activities, seasonal programs, the ambience of the terminal, a coordinated art and culture program, and oversight of existing programming, the Senior Representative, Passenger Programs & Experience will deliver a positive and enjoyable travel journey for all. The incumbent will demonstrate a passion for passengers by putting them at the center of all decision-making, ensuring we deliver an unrelenting commitment to the passenger experience and befitting of a world class airport.

Key Accountabilities:

• Be the advocate for new and engaging programs and activities, elevating the passenger experience while travelling through Toronto Pearson
• Develops passenger programs, amenities, and services based on priorities as established through research, passenger insights, and operations
• Responsible for end-to-end project management of passenger experience projects, programs, and processes
• Build and maintain relationships with internal and external teams to support the delivery, maintenance, and cleaning of experiential programming
• Works with Architectural Services and project teams to implement and maintain in-terminal (look and feel) design standards representative of the Toronto Pearson brand
• Participates in capital project design and review, working closely with designers, consultants, architects, and trades to ensure terminal look and feel design objectives translate into relevant initiatives and experiential programs
• Liaises with project teams to develop construction mitigation plans to build positive distractions for passengers during periods of in-terminal construction
• Develops and maintains in-terminal hoarding standards and catalogue, including stock content, partner opportunities, and paid programming
• Guides the development and delivery of passenger-facing communications, in conjunction with internal teams
• Works with the Terminal Operations Team to ensure all new / changes to services, processes or products are aligned for day-of execution
• Works collaboratively with internal and external partners to identify service and amenity requirements through paid programming and partnership opportunities
• Develops and maintains external relationships, in conjunction with the partnerships team, with tourism organizations, and cultural officials to engage and promote community partnerships through development of arts and culture initiatives
• Maintain relationships with external vendors, suppliers and partners
• Develops and maintains peak period programming, including unique alternatives to offer entertainment (i.e. live music program, engaging activities, and programs tailored to the specific travelling season)
• Develops, builds, leads and delivers decor and experience elements in the terminals throughout the year with emphasis on peak period programming such as Holidays, March Break, and Summer
• Develops and drives all aspects of the arts, culture and exhibit programs including preparing and conducting Request for Proposals, concept development and implementation, and leading the installation of exhibits
• Oversight of the YYZ Live contract and associated performances
• Assist with the administration of new contracts, including coordination of integration
  
  
  

This is a unionized position with an hourly wage of $43.33, based on a 37.5 hour work week. The successful candidate must be available to commence the duties of the position once a selection decision has been made. A practical test will be administered as a part of the competitive process.

Qualifications:

• Possess a post-secondary degree or diploma with a focus on marketing, art curation, and business management
• 5 years’ experience in customer service relationship management; contract management is an asset
• 5 years’ experience in multi-client/stakeholder relationship management
• 3 years’ experience in developing projects and programs, plans or processes, seen through to execution
• Experience leading and implementing programs that yield positive impacts
• Demonstrated experience working in a customer centric environment
• Able to obtain and retain Transportation Security Clearance at the designated level for the position
  
  
  

Knowledge, Skills and Abilities:

• Knowledge of airport facilities and processes would be a valued asset
• Knowledge of airport practices and standards in order to develop the presentation of art in airport facilities would be considered a valued asset
• Knowledge and experience in design-thinking
• Knowledge and experience building program and project plans to deliver against deadlines and key objectives while responding to urgent requests and changes in a multifaceted environment with tight timelines
• Experience leading and implementing programs that yield positive passenger experiences, as measured by ACI ASQ and Skytrax
• Knowledge of commercial contract structures, including terms and conditions
• Knowledge of regulatory, legislative, and corporate requirements for designing new in-terminal programming
• Skilled in negotiation tactics and strategies in dealing with internal and external partners, including artists, architects, consultants and trades
• Leading project managers and teams accountable for project or program delivery
• Strong interpersonal skills and attention to detail to plan changing exhibitions, activations and programs to maintain fluidity and ensure constant presence of relevant and timely installations
• Creative proficiency and initiative will be required to develop innovative
• Ability to lead partners and contracted resources through the delivery of expected programs and programming;
• Able to read architectural and technical drawings and plans in order to collaborate closely between partners
• To distinguish between work of long term and increasing incremental value vs. passing trends to ensure integrity of activations and programming
• Ability to multi-task without compromising attention to detail or ability to implement flawlessly
• Self-starter with the ability to creatively and proactively address solutions to ongoing challenges
• Highly developed interpersonal, collaboration, and facilitation skills
• Ability to negotiate contracts and programming within pre-approved parameters
• Proficient in Microsoft Office (Outlook, Word, PowerPoint, Excel)
  
  
  

The GTAA is a federally regulated private sector. The Government of Canada has suspended mandatory vaccination requirement for federally regulated transportation sector workers. The GTAA continues to monitor government and health developments relating to COVID -19 and may re-introduce the Vaccination and proof of Vaccination requirements in the Policy at any time.