Dexterra Looking for Customer Experience Director at Leduc, AB Full Time

WHO ARE WE?
We’ve been serving Canadian clients for over 75 years. The companies that began independently and now form Dexterra Group have an outstanding record of supporting the infrastructure and built assets that play a vital role in our society and helping our clients achieve higher performance and productivity. Powered by passionate people, we bring the right teams with the right skills together – offering both experience and regional expertise so companies can operate their day to day, confidently and successfully.

WHAT’S THE JOB?

Reporting to the Regional Operations Director, you will be a senior member of the Dexterra leadership team at the Edmonton International Airport where you will provide vision and direction to the customer experience group, manage positive client relationships, and ensure service excellence by meeting client and passenger needs. Your focus will be on creating a positive work environment that fosters staff loyalty and retention, driving operational efficiencies that contribute sustainable and profitable growth, and working to expand Dexterra’s scope of services that will make visiting Edmonton International Airport an experience second to none.

Select duties and responsibilities include:

• Improve the customer service experience by creating an engaged team and facilitate growth
• Develop operating standards and procedures that align with clients’ mission, vision, and values as well as those of Dexterra Group
• Leverage data and analytics to anticipate changes in passenger volumes, schedule and redeploy customer experience staff accordingly, and inform the client of team performance
• Recruit, mentor and develop customer experience management team and nurture an environment where they can excel through encouragement and empowerment
• Maintain fiscal responsibility for the department by creating optimized work schedules

WHO ARE WE LOOKING FOR?

• Post-secondary degree or diploma from an accredited university or college
• Minimum of seven years leadership experience as customer experience department head in an environment where there are in-person customer interactions (airport, cruise line, resort, hotel, or tour operator or tourism attraction)
• Proven track record of developing people and building high performing teams
• High proficiency in written and oral English language
• Demonstrated financial and analytical acumen

Additional Information

WHAT’S IN IT FOR YOU?

• Be valued – Paid parking, benefits on day one, personal days off, RRSP matching, healthcare spending account…
• Be developed – with multiple companies under the Dexterra Group umbrella you have multiple options to develop and grow your career
• Be empowered – as a leader you will be the point person for your team and the client with decision making ability that impacts the lives of others

Dexterra Group is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans’ status, Indigenous status, or any other legally protected factors. Disability-related accommodations during the hiring selection process are available upon request.

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