Professional & Business Support Full-Time DescriptionArmstrong 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. 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 OverviewReporting 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.

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. Passion for creating meaningful guest experiences and delivering exceptional service. Exceptional writing, editing, and content development skills with a robust 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. Ability to manage multiple priorities, meet deadlines, and consistently del

📌 Guest Experience Communication (Winnipeg)
🏢 Canyon Spirit
📍 Winnipeg