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Added 4 mins ago
CE
Technical Sales Specialist – Wear Solutions
Castolin Eutectic
Remote, Canada
- $90,000 to $130,000 CAD / year
- Full-time
- Remote
Collaboration: Work closely with the Wear Solutions team to provide technical and application support
Added 18 mins ago
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Application Support Specialist
Tekshapers
Toronto, ON
- Full-time
Extensive experience leading application support on Microsoft technology stacks such as Windows and .NET, with a strong understanding of IT systems and infrastructure.
Added 18 mins ago
HT
Systems Testing / QA Specialist
Hirematic Talent Solutions
Toronto, ON
- $40 to $48 CAD / hour
- Contract
Work with testing leads, IT leads, and project team members throughout the analysis, design, development, implementation, and ongoing support of systems.
Added 18 mins ago
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Business Intelligence Specialist
Bevertec
Toronto, ON
- Contract
Platform Operations & Maintenance: Provide daily operational support, cluster administration, and health monitoring for the Cloudera environment across HDFS, Hive, Impala, Spark, Kudu,…
Added 18 mins ago
RS
API 653 Inspector
Rockwood Service Corporation
Rocky View No 44, AB · Rocky View County, AB
- Full-time
…and a high-quality product, we strive to offer leading edge technology and our team of technicians are driven to provide the highest quality…
Added 18 mins ago
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Operations Coordinator
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- Full-time
…and a high-quality product, we strive to offer leading edge technology and our team of technicians are driven to provide the highest quality…
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QHSE Administrator (Contract position up to 18 months)
Rockwood Service Corporation
Red Deer, AB
- Full-time
…and a high-quality product, we strive to offer leading edge technology and our team of technicians are driven to provide the highest quality…
Added 18 mins ago
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Quality Assurance Analyst
Dexian
Toronto, ON · Greater Toronto Area, Canada
- Contract
Conduct API testing to validate service integrations, endpoints, request/response payloads, and application functionality.
Added 18 mins ago
RS
CEDO Technician
Rockwood Service Corporation
Rocky View No 44, AB · Rocky View County, AB
- Full-time
…team. This full-time position will report into the Division Manager and support operations throughout…
Added 18 mins ago
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Personal Banking Associate
BMO
Richmond, BC
- Full-time
…impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth…
Added 18 mins ago
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H&M Store Manager
H&M
Dartmouth, NS
- Full-time
As a Store Manager, you’ll be responsible for the total holistic omni customer experience in your store, ensuring high visual and commercial curation & standards according to the store…
Added 19 mins ago
Intermediate Technology Specialist, Service Now Developer
Equitable
Waterloo, ON
In this role, you will help maintain and enhance shared technology solutions and infrastructure that power the organization’s service experience. You’ll collaborate with cross‑functional…
Added 49 mins ago
C
Operations Assistant - EXCEL - Bank/Finance
Collabera
Toronto, ON
- $20 to $22 CAD / hour
- Contract
We may use AI-enabled and/or automated tools to support parts of our recruitment process, including application screening, interview scheduling, and candidate communications. These tools…
Added 49 mins ago
Senior Manager, Marketing Management
Bell
Toronto, ON
We believe in empowering people. That’s why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part…
Added 1 hour ago
UH
Incident Coordinator
University Health Network
Toronto, ON
- Contract
Can effectively review incidents to proactively identify trending or support gaps and provide mitigation strategies and escalate as required.
Added 1 hour ago
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Pest Control Technician
Rentokil Initial
Burlington, ON
- $43,000 to $45,000 CAD / year
- Full-time
…full service pest solutions delivered through cutting edge technology and uncompromising quality. We support our self-motivated team's professional development and personal goals with an…
Added 1 hour ago
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Pest Control Technician
Rentokil Initial
Hamilton, ON
- $43,000 to $45,000 CAD / year
- Full-time
…full service pest solutions delivered through cutting edge technology and uncompromising quality. We support our self-motivated team's professional development and personal goals with an…
Added 1 hour ago
Regional Sales Manager
Systemair
Mississauga, ON
Provide technical support via phone, e-mail and video conference for both internal and external customers in the areas of selection, design and application.
Added 1 hour ago
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Digital Assurance & Transparency Manager
PwC
Calgary, AB
- Full-time
…readiness assessments, and leverage various technical Information Technology controls (e.g. databases, operating systems, data warehouses, and reporting tools) in order to help our clients…
Added 1 hour ago
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Digital Assurance & Transparency Manager
PwC
Vancouver, BC
- Full-time
…readiness assessments, and leverage various technical Information Technology controls (e.g. databases, operating systems, data warehouses, and reporting tools) in order to help our clients…
Added 1 hour ago
NS
Orthotic Technician Graduate - Rehabilitation and Supportive Care Services
Nova Scotia Health Authority
Halifax, NS
- Volunteer
Reporting to the Manager of Assistive Technology, and under the direction of Certified Clinician or Registered Technician, the Orthotics technical intern participates as a learner member of…
Added 1 hour ago
NS
Orthotic Clinician Graduate - Rehabilitation and Supportive Care Services
Nova Scotia Health Authority
Halifax, NS
- Volunteer
Reporting to the Manager of Assistive Technology, and under the direction of Certified Clinician, the clinical resident participates as a learner member of the clinical health team…
Added 1 hour ago
CO
Manager, Health And Safety
Commissionaires Ottawa
Ottawa, ON · Greater Ottawa Metropolitan Area
- Full-time
Commissionaires Ottawa is seeking an experienced and proactive Manager, Health and Safety (H&S) to lead the organization’s occupational and non-occupational health, safety, wellness, and…
Added 1 hour ago
PC
Digital Assurance & Transparency Manager
PwC Canada
Vancouver, BC
- Full-time
…readiness assessments, and leverage various technical Information Technology controls (e.g. databases, operating systems, data warehouses, and reporting tools) in order to help our clients…
Added 1 hour ago
GO
Access Management Analyst
Government of New Brunswick
NB · NB, Canada
- Full-time
Service New Brunswick is seeking an individual to join the Health Application Services Branch within the Technology Services Division as Access Management Analyst.

Armstrong Collective

Senior Manager, Guest Communication & Engagement

Vancouver, BC, V6Z 0C8, Canada

Full-time

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Job details

Job type: Full-time
Experience: 5+ years of experience leading and developing high-performing teams.
Posting language: English
Posted: Nov 2, 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 Director, Guest Engagement & Experience Design, the Senior Manager, Guest Communication & Engagement is responsible for the strategy, governance, delivery, and continuous improvement of all guest-facing communications across Rocky Mountaineer and Canyon Spirit. This role leads the end-to-end guest communication experience, ensuring guests receive timely, accurate, engaging, and brand-aligned information throughout their journey.

As a key people leader, the Senior Manager translates business strategy into actionable plans, fosters a high-performing and collaborative team culture, and builds strong partnerships across Operations, Marketing, Guest Experience Centre (GEC), Product, Technology, and Corporate Communications. Through a guest-first mindset, sound decision-making, innovation, and accountability, this role enhances guest preparedness, supports operational excellence, and delivers exceptional guest experiences.

Key Responsibilities

Guest Communication Strategy & Governance

Develop and execute the enterprise guest communication strategy across all guest touchpoints and stages of travel.

Establish communication principles, standards, governance processes, and performance measures that align with organizational priorities and brand expectations.

Own the end-to-end guest communication experience from post-booking through post-journey engagement.

Create and maintain communication frameworks, templates, content libraries, and governance processes that ensure consistency, accuracy, accessibility, and version control.

Translate strategic priorities into clear team objectives and communication plans that support guest satisfaction, operational readiness, and business goals.

Continuously evaluate communication effectiveness and identify opportunities to improve the guest, team member, and partner experience.

Guest Journey, Content & Experience Management

Lead the design, development, and delivery of guest communication journeys that provide the right information at the right time through the most effective channels.

Oversee all pre-arrival communications, travel documentation, onboard materials, station collateral, welcome packages, travel guides, signage content, and service recovery communications.

Partner with cross-functional stakeholders to ensure guest communications accurately reflect operational processes, service standards, and guest expectations.

Develop and implement communication processes that support seamless updates and changes for both guests and operational teams.

Encourage innovative thinking and leverage technology to improve communication effectiveness, scalability, and guest engagement.

Monitor guest feedback and operational insights to identify opportunities for continuous improvement.

Operational Communications & Service Recovery

Lead communication planning and execution for operational changes, disruptions, seasonal updates, and service recovery events.

Develop communication protocols that support timely, effective, and guest-centric responses during irregular operations.

Partner with Corporate Communications and operational leaders to ensure aligned messaging and coordinated communication strategies.

Equip frontline teams with clear communication tools, resources, and messaging to deliver a consistent guest experience.

Anticipate risks, identify root causes of communication challenges, and implement practical solutions that balance guest needs with operational realities.

Make sound, fact-based decisions while maintaining composure and fostering accountability during periods of ambiguity and change.

Performance, Insights & Strategic Initiatives

Establish KPIs, reporting frameworks, and performance measures to assess communication effectiveness and business impact.

Analyze guest feedback, engagement metrics, GEC inquiries, operational escalations, and guest satisfaction data to identify trends and improvement opportunities.

Use data and insights to develop recommendations that enhance communication strategies and improve guest outcomes.

Present findings and recommendations to senior leadership to support informed decision-making.

Lead communication-related projects and strategic initiatives, ensuring stakeholder alignment, effective resource allocation, and successful execution.

Partner with Technology and Digital teams to advance communication platforms, capabilities, and guest experience initiatives.

People Leadership

Lead, coach, and develop a high-performing team responsible for guest communications, content development, and collateral management.

Establish clear goals, priorities, and performance expectations aligned with department and organizational objectives.

Provide timely feedback, coaching, mentoring, and development opportunities to support individual and team growth.

Foster an inclusive, collaborative, and accountable environment where team members feel valued, engaged, and empowered to contribute ideas and solutions.

Encourage innovation, continuous learning, knowledge sharing, and cross-functional collaboration.

Build trusted relationships across departments and proactively seek diverse perspectives to strengthen decision-making and business outcomes.

What You Bring

Demonstrated ability to align team goals and priorities with organizational strategy while maintaining a guest-first focus.

Strong leadership skills with a proven ability to coach, develop, inspire, and engage high-performing teams.

Exceptional communication, writing, editing, and content development capabilities with a keen attention to detail.

Ability to build strong relationships, influence stakeholders, and create alignment across multiple functions and priorities.

Proven problem-solving and decision-making skills, including the ability to navigate ambiguity, manage risk, and drive accountability.

Experience using data, guest insights, and business metrics to evaluate performance and drive continuous improvement.

Strong project and change management capabilities, with the ability to manage multiple priorities and deliver results through others.

A continuous improvement mindset with a willingness to challenge traditional approaches, embrace innovation, and leverage technology to enhance guest experiences.

Experience & Qualifications

8+ years of experience in guest communications, customer experience, content strategy, or a related field, preferably within travel, tourism, hospitality, or another service-focused industry.

5+ years of experience leading and developing high-performing teams.

Degree or diploma in Communications, Marketing, Hospitality, Business, or a related discipline, or an equivalent combination of education and experience.

Demonstrated experience developing and executing multi-channel guest communication strategies in complex, operationally focused, seasonal, or multi-brand environments.

Experience establishing governance frameworks, service standards, KPIs, and reporting processes.

Strong project management experience and proficiency with CRM, communication, or marketing automation platforms such as Salesforce Marketing Cloud.

Experience leading communication planning and execution during operational disruptions, change initiatives, or service recovery situations.

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 $120,000 to $130,000 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.

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.

#ArmstrongCollective

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More about this job

Responsibilities

The Senior Manager is responsible for the strategy, governance, and delivery of all guest-facing communications across the enterprise. They lead a high-performing team to ensure consistent, brand-aligned messaging throughout the entire guest journey while managing operational communications and service recovery.

Requirements

Candidates must have over 8 years of experience in guest communications or customer experience, with at least 5 years in a leadership role. A degree in a relevant field and proficiency in CRM or marketing automation platforms like Salesforce Marketing Cloud are required.

Skills

Guest communication strategy
Content development
Team leadership
Stakeholder management
Project management
Change management
Data analysis
CRM
Marketing automation
Service recovery
Governance
Strategic planning
Performance measurement
Cross-functional collaboration
Problem-solving
Communication

Benefits

Discretionary bonus program
Retirement savings matching
Travel benefits

Visa sponsorship

Not detected in the job text

Keywords

Guest Communication
Content Strategy
Customer Experience
Governance
Salesforce Marketing Cloud
CRM
Marketing Automation
Project Management
Change Management
KPIs
Service Recovery
Hospitality
Tourism
Travel
Operational Excellence
Stakeholder Engagement
Data Analytics
Team Leadership
Strategic Planning
Multi-channel Communication

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