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Customer Experience Manager
2 months ago
We are seeking a highly skilled and experienced professional to join our team as a Customer Experience Manager. This is a strategic leadership position that requires a strong understanding of business development and customer engagement.
Key Responsibilities- Leadership and Management: Provide strategic vision, leadership, and guidance to support the delivery of services and advance the vision and goals of the Community Recreation & Culture Branch.
- Business Development: Oversee the development and implementation of an integrated business model that supports positive community impact while managing a unit with approximately 130 staff across multiple recreation and leisure facilities.
- Staff Management: Manage, supervise, lead, and coach staff and a business unit, including oversight of recruitment, training, labour relations issues, and performance management.
- Operational Planning: Identify priorities and delegate tasks as needed to staff, evolve existing and create new organizational structures to leverage efficiencies and business objectives.
- Performance Management: Set up performance measures and targets that align with the section and branch strategy, manage and deliver responses to escalated customer concerns or councillor inquiries.
- Communication: Ensure effective staff communication, including communicating operational direction and operational impact of decisions.
- Special Projects: Delivery of Special Projects and Initiatives.
- Strategic Planning: Assist the Director with the development of strategic and business plans, budgets, and direct day-to-day operations in accordance with the Community Resources section.
- Risk Management: Monitor and manage overall risk to the City's reputation as well as risk to the programs and services of the Section.
- Education and Experience: Knowledge, training, and/or education in Commerce, Marketing, Operations Management, Business Management, Retailing and Services, Sociology, or a related field of study. Progressively responsible experience in customer strategy management, budget management, business planning, strategic management, and conflict resolution.
- Leadership Skills: Proven leadership skills and experience motivating and building high-performing teams, managing change, and coaching.
- Skills and Abilities: Knowledge and understanding of City of Edmonton policies, procedures, and guiding strategic plans. Ability to stay abreast of emerging technologies and best practices. Project management skills with demonstrated ability to establish, direct, and motivate staff to deliver work in a timely manner.
- Hours of Work: 36.9 hours per week, Monday - Friday. This position may be eligible for the Hybrid Work Program.
- Salary Range: $89,766 - $128,237 (Annually).
- Requirements: Hire is dependent upon a Police Information Check including a Vulnerable Sector Search satisfactory to the City of Edmonton. Valid Alberta Class 5 driver's licence (or provincial equivalent). Must obtain business auto insurance for personal vehicle use while on City business.
