Communications Lead, Contact Center Transformation
About the role
2.5 Year Fixed-Term
About Us
The Travel Corporation (TTC) has been “Driven by Service” for over 100 years, crafting immersive and responsible travel experiences across 70 countries. We combine exceptional service, passion, and purpose to deliver award winning journeys that create life changing moments for our guests.
The Opportunity
We’re launching a 2½ year contact center transformation, new systems, streamlined processes, and a sharper sales focus. As our Communications Lead, you’ll turn that vision into simple, compelling messages and tools that keep every team member informed, engaged, and championing change from day one.
Key Responsibilities
- Design and execute an overarching plan to support the 2½ year transformation, ensuring alignment with program goals and organizational guidelines.
- Partner with project teams to craft and deliver clear, targeted communications that drive adoption, address resistance, and reinforce the transformation vision.
- Produce essential materials, program updates, FAQs, talking points, leadership briefs, and success stories, that translate complex changes into concise, engaging messages.
- Identify core audiences (agents, team leads, managers, IT, HR, leadership) and tailor channels and messages to their needs.
- Equip managers with toolkits and cascade messaging so they can confidently communicate change to their teams.
- Establish metrics and feedback loops to gauge effectiveness, adjust tactics, and report results to program leadership.
Qualifications
- Bachelor’s degree in Communications (or related field)
- 2–5 years’ experience in internal/change communications, with proven success on system implementations or cultural initiatives
- Exceptional written storytelling skills, translating complex information into clear, audience appropriate messages
- Strong stakeholder management and interpersonal abilities across all organizational levels
- Familiarity with internal communication platforms (e.g., Teams, intranet) and basic skills in visual content (infographics or video snippets)
- Highly organized, proactive, and capable of managing multiple priorities in a fast paced environment
The Travel Corporation is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (‘AODA’). Applicants are asked to make their needs/requirements, for the purpose of accommodation under AODA, known to Human Resources when they are contacted for an interview.
We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.
About The Travel Corporation USA
The Travel Corporation is a highly successful international travel group with over 25 award-winning brands. These include luxury hotels and boutique river cruise ships, niche tour operators and other leisure interests. Our guiding principle is one of providing the most enjoyable, enriching travel experience for its customers across the globe.
Our Company is family-owned and has been in business for four generations over nine decades. The Group maintains an uncompromising commitment to offering the highest standards of product integrity, outstanding service and leisure experiences. We serve over one million customers per year, and are dedicated to providing them with excellent service, value and quality in every one of our businesses. Each brand is strategically positioned and is clearly differentiated in its market sector. These brands are seen as market leaders in their respective niches.
Since we are privately-owned and financially independent, the company takes a long-term vision and strategy with our brands, with an ethos of attention to detail in all aspects of our business. Operating in 60 countries, on five continents, with over 35 offices and more than 4,000 team members, the multi-cultural vibrancy of our global business ensures a robust and dynamic future.
About Us? Our philosophy is simple. To create enriching experiences for our travelers by combining an unbeatable mix of exceptional service and quality at great value. The Travel Corporation (www.thetravelcorporation.com) offers something for everyone. Our multi award-winning portfolio ranges from luxury hotels and boutique river cruises, to independent holiday package companies and a variety of guided travel experiences.
As a worldwide travel expert, we currently operate in 60 countries, with over 35 offices and more than 10,000 team members, serving over 1.5 million customers annually. And as a 4th generation, family-owned business that is financially independent, we pride ourselves on taking a long-term view, with an ethos of attention to detail in all areas of the company.
Communications Lead, Contact Center Transformation
About the role
2.5 Year Fixed-Term
About Us
The Travel Corporation (TTC) has been “Driven by Service” for over 100 years, crafting immersive and responsible travel experiences across 70 countries. We combine exceptional service, passion, and purpose to deliver award winning journeys that create life changing moments for our guests.
The Opportunity
We’re launching a 2½ year contact center transformation, new systems, streamlined processes, and a sharper sales focus. As our Communications Lead, you’ll turn that vision into simple, compelling messages and tools that keep every team member informed, engaged, and championing change from day one.
Key Responsibilities
- Design and execute an overarching plan to support the 2½ year transformation, ensuring alignment with program goals and organizational guidelines.
- Partner with project teams to craft and deliver clear, targeted communications that drive adoption, address resistance, and reinforce the transformation vision.
- Produce essential materials, program updates, FAQs, talking points, leadership briefs, and success stories, that translate complex changes into concise, engaging messages.
- Identify core audiences (agents, team leads, managers, IT, HR, leadership) and tailor channels and messages to their needs.
- Equip managers with toolkits and cascade messaging so they can confidently communicate change to their teams.
- Establish metrics and feedback loops to gauge effectiveness, adjust tactics, and report results to program leadership.
Qualifications
- Bachelor’s degree in Communications (or related field)
- 2–5 years’ experience in internal/change communications, with proven success on system implementations or cultural initiatives
- Exceptional written storytelling skills, translating complex information into clear, audience appropriate messages
- Strong stakeholder management and interpersonal abilities across all organizational levels
- Familiarity with internal communication platforms (e.g., Teams, intranet) and basic skills in visual content (infographics or video snippets)
- Highly organized, proactive, and capable of managing multiple priorities in a fast paced environment
The Travel Corporation is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (‘AODA’). Applicants are asked to make their needs/requirements, for the purpose of accommodation under AODA, known to Human Resources when they are contacted for an interview.
We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.
About The Travel Corporation USA
The Travel Corporation is a highly successful international travel group with over 25 award-winning brands. These include luxury hotels and boutique river cruise ships, niche tour operators and other leisure interests. Our guiding principle is one of providing the most enjoyable, enriching travel experience for its customers across the globe.
Our Company is family-owned and has been in business for four generations over nine decades. The Group maintains an uncompromising commitment to offering the highest standards of product integrity, outstanding service and leisure experiences. We serve over one million customers per year, and are dedicated to providing them with excellent service, value and quality in every one of our businesses. Each brand is strategically positioned and is clearly differentiated in its market sector. These brands are seen as market leaders in their respective niches.
Since we are privately-owned and financially independent, the company takes a long-term vision and strategy with our brands, with an ethos of attention to detail in all aspects of our business. Operating in 60 countries, on five continents, with over 35 offices and more than 4,000 team members, the multi-cultural vibrancy of our global business ensures a robust and dynamic future.
About Us? Our philosophy is simple. To create enriching experiences for our travelers by combining an unbeatable mix of exceptional service and quality at great value. The Travel Corporation (www.thetravelcorporation.com) offers something for everyone. Our multi award-winning portfolio ranges from luxury hotels and boutique river cruises, to independent holiday package companies and a variety of guided travel experiences.
As a worldwide travel expert, we currently operate in 60 countries, with over 35 offices and more than 10,000 team members, serving over 1.5 million customers annually. And as a 4th generation, family-owned business that is financially independent, we pride ourselves on taking a long-term view, with an ethos of attention to detail in all areas of the company.