We are acting on behalf of Transports Publics Genevois for the search for their next Director of Customer Relations.Director of Customer Relations - TPGA key player in public service and the transition to sustainable mobility, Transports Publics Genevois (TPG) places the customer experience and the consistency of their image at the heart of their strategy. In an environment of instant and transparent communication, we are looking for a Director of Customer Relations for TPG to lead an integrated strategy combining internal and external communication, marketing, sales, and customer service. Reporting to the General Management and as a member of the Executive Committee, you play a central role in the relationship with customers, institutional partners, media, and the public, while actively contributing to the company's vision in the medium and long term.Missions- Develop and lead an integrated strategy of internal and external communication, in close collaboration with the Executive Committee.- Contribute, within the Executive Committee, to the definition of a medium and long-term vision: analysis of current and future demand, perspectives for the evolution of the mobility offer up to 2030.- Guarantee the implementation of a coherent communication plan, aligned with the evolution of the offer, risk management, and the opinion of institutional stakeholders and the public.- Optimize passenger information.Customer Service and Marketing- Strengthen the company's customer culture and the quality of the customer experience.- Supervise projects and tools allowing for a precise knowledge of the clientele and continuous market analysis (data, feedbacks).- Define and guarantee a global sales policy (agencies, distribution networks, key accounts, prescribers) aiming to develop customer trust and loyalty.Management and Performance- Manage and unite the teams: Corporate and Community Relations, Customer Marketing, Customer Service, and Commercial Strategy and Internal Communication.- Develop talent and drive a culture centered on the customer.- Collaborate transversally with all areas of activity.- Ensure reporting to the Management, the Board, and cantonal authorities.Future Challenges- Accelerate the digital and experiential transformation: subscriptions, CRM, data exploitation.- Contribute to the evolution towards integrated and multimodal mobility (MaaS): unified ticketing, future of points of sale, integration with shared bikes, car-sharing, etc.- Develop offers adapted to new mobility behaviors and needs for flexibility.- Position public transport as an attractive and sustainable alternative to the private car.- Foster intersectoral collaboration oriented towards Customer Foresight, in order to anticipate future needs of the external public.- Represent the company and promote its image and values to institutional partners, the media, and the general public.Profile & Experience- Master's degree or higher in marketing, economics, business management, mobility, public transport, or a related field.- Minimum 10 years of confirmed experience in marketing management, sales, or commercial management, B2B (companies and communities) and B2C (end customers).- Confirmed experience in managing teams of significant size.- Combined experience in the public and private sectors.Key Skills- Integrated vision of marketing - sales - customer experience.- Mastery of digital and AI issues (ticketing, web, apps).- Skills in communication and public relations.- Fluent French and English, German is an asset.- Understanding of the political, regulatory, and institutional issues of public transport.- Strong local roots.Personal Qualities- Leadership and strategic vision.- Diplomacy and negotiation skills.- Agility and efficiency.- Integrity and commitment to the public interest.Conditions and Benefits- Permanent position jid27a948daen jit0519aen jpiy26aen