Full Job Description
Role Overview
Reporting to the Senior Manager, Guest Communication & Engagement, the Guest Experience Communication & Design, Manager is responsible for developing, delivering, and continuously improving all pre-travel documents, guest emails, and in-travel collateral for Rocky Mountaineer and Canyon Spirit within The Armstrong Collective. This role brings the guest communication strategy to life by creating clear, accurate, engaging, and brand-aligned communications that support guests from booking through journey completion.
Working collaboratively across Operations, Marketing, Brand, Product, Technology, Guest Experience Centre (GEC), and external partners, this position translates complex operational and product information into meaningful guest communications. Through accountability, adaptability, continuous learning, and a guest-first mindset, the role contributes to exceptional guest experiences and ongoing business improvement.
Key Responsibilities
Guest Communication Strategy & Content Management
• Deliver the guest communication strategy across all pre-travel and in-travel touchpoints for Rocky Mountaineer and Canyon Spirit.
• Maintain a master inventory of guest communications, ensuring content accuracy, version control, governance, and timely updates.
• Manage communication calendars, seasonal refreshes, launches, and review schedules.
• Take ownership of communication quality by identifying issues, anticipating risks, and implementing improvements that enhance the guest experience.
• Seek opportunities to improve processes, leverage technology, and enhance communication effectiveness through innovation and continuous improvement.
Pre-Travel Communications
• Own the development, accuracy, and production of all pre-travel documents, including confirmations, itineraries, destination guides, travel preparation information, transportation instructions, and health and safety materials.
• Ensure content reflects current operations, products, policies, and guest requirements across routes, packages, service levels, and distribution channels.
• Collaborate with Operations, Product, Sales, Guest Services, Legal, and other stakeholders to review, validate, and implement content changes.
• Manage templates, content libraries, and document governance practices to ensure consistency, accessibility, and accuracy.
Guest Email Communications
• Own the content and communication flow of automated pre-travel and post-journey email programs.
• Partner with Marketing, CRM, and Technology teams to build, personalize, test, and deploy communications through platforms such as Salesforce Marketing Cloud.
• Develop transactional, operational, service recovery, and disruption communications that are timely, accurate, and guest-focused.
• Monitor engagement metrics, guest feedback, and performance data to identify opportunities for enhancement and improved business results.
In-Travel Guest Collateral
• Oversee the creation and maintenance of guest-facing collateral, including onboard materials, route maps, menus, station communications, signage, and digital content.
• Partner with Brand and Operations teams to ensure materials meet accessibility, operational, and brand standards.
• Coordinate with designers, printers, vendors, and operational teams to deliver materials on time, within budget, and to quality standards.
Operational Communications, Projects & Performance
• Develop and maintain communication templates for operational changes, service disruptions, seasonal updates, and service recovery activities.
• Participate in cross-functional projects, working groups, and business initiatives, ensuring the guest perspective is represented and incorporated into deliverables.
• Track communication KPIs, guest feedback, GEC inquiries, and operational insights to identify trends, improve guest understanding, and reduce avoidable inquiries.
• Share relevant information, provide recommendations, and contribute to effective decision-making and continuous improvement initiatives.
• Coordinate and support freelancers, agencies, and project partners by building strong working relationships, following through on commitments, and contributing to successful outcomes.
What You Bring
• Passion for creating meaningful guest experiences and delivering exceptional service.
• Exceptional writing, editing, and content development skills with a strong focus on clarity, accuracy, accessibility, and brand consistency.
• Demonstrated ability to build trusted relationships, collaborate effectively across functions, and adapt communication approaches to diverse audiences.
• Strong ownership mindset with sound judgment, accountability, and a solution-oriented approach to challenges.
• Ability to manage multiple priorities, meet deadlines, and consistently deliver high-quality work in a fast-paced environment.
• Commitment to continuous learning through seeking feedback, developing expertise, and sharing knowledge with others.
• Adaptability, resilience, and a willingness to embrace change while identifying opportunities for innovation and process improvement.
• Strong analytical skills with the ability to use data, guest feedback, and business insights to drive improvements and achieve results.
Experience & Qualifications
• 5+ years of experience in guest communications, customer communications, content development, or marketing communications, preferably within travel, tourism, hospitality, or a similarly guest-focused industry.
• Degree, diploma, or equivalent experience in Communications, Marketing, Journalism, Hospitality, or a related field.
• Proven experience managing guest communication programs, customer email journeys, and printed or digital collateral.
• Experience using CRM or marketing automation platforms such as Salesforce Marketing Cloud.
• Experience coordinating print production, external vendors, designers, or agency partners.
• Strong project management skills and experience working within cross-functional teams, initiatives, or working groups.
Work Environment
• Corporate Office - Vancouver based; This position requires availability on weekends and statutory holidays throughout the season.
• Ability for hybrid in office (3 days a week in office)
• Able to travel away from home base for up to 4 days at a time
Compensation
• The base salary offered for this role is $77,000 to $87,000 per annum and can vary based on job-related expertise, qualifications, experience and internal equity.
• Eligible for Armstrong Collective's discretionary bonus program
Perks & Benefits
Armstrong Collective supports the health and well-being of its team members through a comprehensive benefits program. Eligible employees may also enjoy retirement savings matching, travel benefits, and additional company perks.
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This job description is not exhaustive of all duties and will encompass additional duties assigned. Responsibilities, title, reporting structure and duties may be changed in response to business requirements.
