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Armstrong Collective

Guest Experience Communication & Design, Manager

Vancouver, BC, V6Z 0C8, Canada

Full-time

Apply on recruiting.ultipro.ca About employer

Applications open in a new tab.

Job details

Job type: Full-time
Posting language: English
Posted: Nov 10, 2026

Original job description

Armstrong Collective is the parent company of Rocky Mountaineer and Canyon Spirit, creating unforgettable rail journeys through some of the most breathtaking landscapes in Western Canada and the American Southwest. Guided by our values, Create Meaningful Moments, Be One Team, and Achieve Extraordinary Outcomes, we show up every day with pride, ownership, and a shared commitment to excellence. We work hard, support one another, embrace new possibilities, and celebrate growth, all in a respectful and inclusive environment where integrity, collaboration, and passion for the guest experience lead the way.

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.

#ArmstrongCollective

We are an equal opportunity employer, driven by our values of Creating Meaningful Moments, Being One Team, and Achieving Extraordinary Outcomes. Our strong company culture supports our vision of a diverse, open, safe, and respectful workplace. We celebrate diversity and are committed to creating an inclusive environment for all team members. If you require any accommodation during the application process or throughout your employment, please let us know. We will work with you to ensure your needs are met and to create a supportive environment.

Please ensure to opt-in for text messages when you apply to receive interview updates.

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.

Apply on recruiting.ultipro.ca About employer

More about this job

Responsibilities

The manager is responsible for developing and delivering all pre-travel and in-travel guest communications to ensure brand alignment and clarity. They will manage communication calendars, oversee content production, and collaborate across departments to improve the overall guest experience.

Requirements

Candidates must have 5+ years of experience in guest or marketing communications, preferably within the travel or hospitality industry. A degree in Communications, Marketing, or a related field is required, along with proficiency in CRM platforms and project management.

Skills

Guest communication strategy
Content management
Copywriting
Editing
Project management
Salesforce Marketing Cloud
Marketing automation
CRM
Print production
Vendor management
Stakeholder collaboration
Data analysis
Brand alignment
Operational communication
Accessibility standards

Benefits

Retirement savings matching
Travel benefits

Visa sponsorship

Not detected in the job text

Keywords

Guest Experience
Communication Strategy
Content Development
Salesforce Marketing Cloud
CRM
Marketing Automation
Brand Management
Project Management
Travel Industry
Hospitality
Print Production
Vendor Coordination
Operational Communication
Data Analysis
Accessibility
Governance
Version Control
Stakeholder Management
Digital Content
Service Recovery

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Jobs in Canada