Director - Business Development and Customer Experience

Tasks

• Supervise the Heads of Passenger Services.
• Design and implement processes that support the customer experience.
• Regularly analyze activity reports under your responsibility.
• Ensure coordination between the onboard hotel services and the operational teams on land.
• Ensure customer satisfaction during and after their stay onboard.
• Plan the human resources needed for the activities under your responsibility (identifying annual needs, recruitment, onboarding, conflict management, etc.) in collaboration with the HR/Crewing department.
• Ensure compliance with the collective agreement and maintain good relations with the unions, in collaboration with the Human Resources department.
• Develop commercial and marketing strategies to increase passenger revenues, with a long-term vision focused on profitability.
• Perform any other related tasks.
• If you are ready to take on new challenges, we would like to meet you!

Advantages

• Telework option available (up to 50% of the time).
• Full collective insurance, including dental insurance.
• Employer-contributed retirement savings plan.
• Employee assistance program and access to telemedicine.
• Ongoing training provided to employees.
• Annual leave.
• Mobile leave, sick leave, and public holidays.
• Full-time, permanent position, with daytime hours.
• Flexible working hours.

Job requirements

• Minimum of 7 to 8 years of significant experience in operational management of multidisciplinary teams.
• Proven experience in hotel management.
• Good knowledge of social media and how they work.
• Proficiency with MS365 tools.
• Experience with ISO systems (9001 and 14001) is an asset.

Desired profile

• Excellent management and leadership coaching skills.
• Strong organizational and priority management capabilities.
• Good analytical skills.
• Great autonomy.
• Strong interpersonal skills, results-oriented, customer service-focused, detail-oriented, and able to work in a team.
• Customer-oriented approach (active listening).