Communications Lead, Guest Services

Posted 11.4.26

Location

Vancouver, BC

Your Opportunity at ARC’TERYX:

As the Communications Lead, Guest Services, you will lead the strategy, execution, and continuous evolution of communications across the Guest Services department. You will ensure Guest Services communications are clear, consistent, and globally aligned with our brand guidelines. As a people leader, you will lead and develop a team, fostering a culture of collaboration, accountability, and continuous improvement. Through strong cross-functional partnerships, data-informed decision making, and effective change management, you will strengthen communication effectiveness, enhance the guest experience, and support business growth.

This role is primarily based out of our Vancouver, Great Northern Way office and is open to hybrid remote work.

Meet Your Future Team:

The Arc’teryx Guest Services and After-Sales team offers a service that is authentic, professional, and knowledgeable, striving for human interaction above all else. By doing so, we inspire guest loyalty and support the growth of our brand in our epicenter cities and around the world.

If you were the Communications Lead, Guest Services now, here are some of the core activities you would be doing:

Leading and developing a team through clear expectations, regular coaching, performance management, and growth opportunities

Developing and championing communication strategies that create clarity, strengthen alignment, and support Guest Services business priorities across global teams

Owning the creation, delivery, and continuous improvement of global Guest Services communications, including guest-facing content, internal communications, and knowledge resources, ensuring a consistent Guest Services voice across regions, channels, and touchpoints.

Managing and Delivering change communications that support business updates, process changes, product launches, and key initiatives, helping teams understand, adopt, and effectively navigate change.

Managing high-impact and sensitive communications related to business-critical events, service disruptions, policy changes, and other key initiatives.

Partnering with regional teams to develop scalable Guest Services communications that can be adapted for local markets while maintaining a consistent Guest Services voice and alignment with global brand standards.

Defining communication performance measures and success metrics to evaluate effectiveness, demonstrate impact, and inform continuous improvement.

Evaluating the effectiveness of Guest Services communications through data analysis, audits, and frontline feedback, identifying communication gaps and opportunities for improvement, and translating insights into actionable recommendations that strengthen content, resources, and communication practices.

Integrating ReBIRD principles into Guest Services communications ensuring guests receive consistent, accurate, and brand-aligned guidance throughout their after-sales journey

Maintaining and evolving Guest Services Brand Guidelines to ensure ongoing alignment with Global Brand Guidelines and the Service Model

Driving the continuous improvement of Guest Services communication and knowledge resources to ensure information remains accurate, relevant, and aligned with business needs and brand standards.

Building strong cross-functional partnerships to ensure Guest Services communications align with product launches, brand initiatives, operational updates, and evolving business priorities

Representing Guest Services communications in company-wide initiatives, shaping communication standards, influencing best practices, and strengthening alignment across the organization

Here are some of the things you could be working on in the future:

Evolving the Guest Services communication strategy to introduce new approaches to strengthen engagement, simplify how information is shared, and improve the way we connect with our teams.

Refining communication measurement and analytics capabilities to better understand effectiveness, engagement, and business impact, using insights to drive continuous improvement.

Establishing communication planning, intake, and prioritization processes that improve visibility, alignment, and communication effectiveness across Guest Services.

Are you our next Communications Lead, Guest Services?

You have 5+ years of experience in a Communications role, ideally focused on Customer Service, with demonstrable leadership responsibilities

You have a bachelor’s degree in communications, marketing, journalism, or public relations or a related field, or an equivalent level of experience

You have exceptional verbal and written communication skills (additional language skills, such as French, are an asset)

You have experience shaping user experience writing for digital or omnichannel customer service environments

You are well-versed in change management and internal communication strategies

You have hands-on experience with content creation tools such as Adobe InDesign and proficiency in Microsoft Office

You excel at managing multiple priorities and delivering high-impact work in a dynamic environment

You are both a strategic thinker and a collaborative mentor, proactive in identifying the root causes of issues and developing solutions that drive continuous improvement