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Manager, Business Development & Customer Experience At City of Kitchener, The Corporation of (ON)

Location: Kitchener, Ontario

Job Description

Overview



The City of Kitchener is a vibrant and dynamic city of approximately 240,000, in the heart of southwestern Ontario. As the largest municipality in Waterloo Region, Kitchener continues to be poised for development and growth, enhancing its reputation as a leader in city-building and innovation, with nationally recognized strategies to build its neighbourhoods, its digital infrastructure and its diverse economy. Forward-thinking, the city has developed a corporate climate action plan that will further its efforts to be a sustainable city.

Reporting to the Director, Gas & Water Utilities, the Manager, Business Development and Customer Experience will work as a collaborative member of the Gas & Water Utilities Management team, contributing to a supportive and innovative work environment. With exceptional business acumen and a strong commitment to exceptional customer service, the Manager will provide leadership and direction to Dispatch, Marketing, Business Development, the Rental Water Heater Program, Financing Program, Appliance Service Program, and Conservation Program.

Responsibilities


  • Directly supervises the work of 13 staff (Marketing Representative, Program Assistant (Rental Water Heater Program), Rentals Administrator, Marketing Strategist, Business Development & Conservation Strategist, 5 Dispatchers, 2 Support Services Representatives and 1 Support Services Clerk) with full responsibility for interviewing and selection, orientation and training, guidance and direction, and performance management.

  • Prepares and monitors annual operating and capital budgets for various programs within scope of oversight.

  • Manages bottom line profit/loss performance and rate setting for the Rental Water Heaters Program, Appliance Service Program and Financing Program.

  • Develops and executes Business Strategic Plans related to the growth of water heaters and appliance service, etc.

  • Responsible for the continuous improvement of customer experience within the Gas and Water Utilities, including the development, analysis and tracking of metrics to improve customer service and satisfaction, while addressing delivery needs, quality issues, and other concerns.

  • Monitors program delivery and manages the daily operation of customer service initiatives.

  • Develops operating procedures, policies, manuals and training related to customer service practices.

  • Manages the collection and reporting of information regarding citizen inquiries, complaints and compliments for the Gas and Water Utilities.
  • Oversees marketing, communication, and branding strategies for Gas and Water Utilities to ensure consistent messaging, collaboration and alignment with Corporate Communications & Marketing Division, and effective communication methods.
  • Develops, implements and approves all Conservation Programs for residential, commercial and industrial customers for water and natural gas.
  • Prioritizes division administrative needs and assigns tasks to Support Services Representatives and Clerk.

  • Performs other related duties, as required.

Requirements

  • Must have 3 year degree/diploma in a related field (e.g. Business, Marketing, Communications) and a minimum 4 years of related experience.
  • Must have a high degree of business and political acumen and strong focus on customer service excellence. Must have highly developed leadership skills with the ability to manage, develop and motivate staff.
  • Must have exceptional analytical, research, organizational, and problem solving skills to analyze and interpret data and formulate recommendations for service and business enhancements.
  • Must have highly developed interpersonal, communications, and customer service skills in order to resolve escalated customer service complaints.
  • Must have the ability to support and project the organization's core values of trust and respect, collaboration, and change and growth, as well as our leadership traits, which are reflected in employees who:
    • Lead by example and expect the same of others;
    • Recognize accomplishments;
    • Collaborate with others to realize shared outcomes;
    • Enable others to be their best;
    • Look beyond today.

Please note that as per Human Resources Policy #II-110, “Employment of Relatives of Staff Members and Elected Officials”:


“The immediate relatives of staff of the Human Resources Division, all Directors, Deputy Chief Administrative Officer, or the Chief Administrative Officer and Elected Officials shall not be employed by the City in any capacity.

The immediate relatives of all other Management personnel shall not be employed where such employment would be:

  • within the same Department in the case of permanent full-time, temporary full-time and part time classifications.

  • within the same Division in the case of students.”

We are committed to diversity and inclusion, and thank all applicants in advance. Accommodations are available during all stages of the recruitment process in accordance with the Human Rights Code.

We thank all applicants for their interest, however only candidates selected for further consideration will be contacted.