Director of Marketing, Customer Experience and Products

Be part of the journey!

Our mission is to be the preferred airline of our customers and our team.

Open-mindedness, concern for others, intelligence at work and, above all, a healthy dose of fun enable us to achieve great things every day, such as becoming the first international tour operator to obtain Travelife certification for our commitment to sustainable tourism. We have also won the title of world's best leisure airline several times over. And this is just the beginning.

Want to join us? As soon as you're hired, you'll enjoy travel privileges to discover the world. You'll also have the opportunity to work in a modern, inspiring environment.

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 cross-functional program designed to drive customer satisfaction throughout their journey with Air Transat, focusing on both in-flight and on-ground experiences.
• Co-develop and continuously enhance Air Transat’s product lines in close collaboration with the airline operations, in-flight 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 customer’s 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 cross-functional customer journey.
• Establish and maintain a customer recognition program.
• Oversee marketing-focused, cross-company projects (e.g., digitalization of the customer journey).

PRODUCT MARKETING

This practice involves defining and executing the positioning and marketing strategies for Air Transat’s offerings and services in Canadian and international markets in close collaboration with the Commercial, Product, Revenue Management, Pricing, In-flight Service, and Ground Service teams.

Additionally, it focuses on influencing the development and continuous improvement of Air Transat’s 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 high-potential 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.
  
  

• 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 customer-focused 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.

Hybrid schedule, main workplace; 300 rue Léo-Pariseau, Montreal, H2X 4B3

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.