Interim Manager, Business Development and Customer

**Manager, Business Development and Customer Experience** **Temporary Full-Time for approximately 12 months** **Competition Number** 2024-352 **Job Code** 1200 **Posting Date** September 19, 2024 **Closing Date** October 6, 2024 (at 6:00pm) **Job Status** Temporary Full-Time Position Overview: - As the Manager, Business Development & Customer Experience, you are managing Kitchener Utilities multi-million-dollar rental water heater business line and responsible for ensuring the continued success of the program. You are developing and exploring innovative programs, services, and technology to support the future requirements of the rental water heater program in the low-carbon economy. You are experienced in developing metrics, analyzing data to make sound financial decisions.You are an integral part of the City's service culture, leading a highly engaged team of professionals who take great pride in being the face of the gas and water utility, providing exceptional service to the citizens of Kitchener. You are a natural people leader and effective communicator who builds strong relationships with your staff, internal customers, external partners, and citizens. You have a proven track record for managing, coaching, developing, and motivating your staff and ensuring they are always at their best so that they can offer the highest level of customer service.- 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 Kitchener Utilities Dispatch, Marketing and Business Development for the Rental Water Heater Program, and Conservation Programs.**Responsibilities**: - Directly supervises the work of 13 staff (Marketing Representative, Program Assistant - Rental Water Heater Program, Rentals Administrator, Marketing Strategist, Business Development & Conservation Strategist and 5 full time and 3 part-time Dispatchers 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 and develops rental rates for the water heater rental program. - Research best practices and innovative technology to enhance business processes to meet the Kitchener Utilities strategic objectives and industry requirements. - Responsible for the continuous improvement of customer experience within the Gas and Water Utility, including the development of procedures, policies, and the analysis of metrics to improve customer service. - Responsible for the development and execution of Business Strategic Plans and manages the bottom-line performance and rate setting for the Rental Water Heaters Program. - Manages multiple contracts for water heater procurement, installation, maintenance, and repair. - Manages 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.Oversees Conservation Programs for residential, commercial, and industrial customers.- Requirements: - Must have a 4-year degree in a related field and a minimum of 6 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 supervisory experience. - Must have exceptional analytical, research, organizational, and problem-solving skills to analyze and interpret data and formulate recommendations for service and business enhancements. - Technical aptitude to understand and evaluate water heating technology alternatives would be considered an asset. - Must have highly developed interpersonal, communications, and customer service skills 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. **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.** *** - Please note that as per Human Resources Policy _HUM-HIR-_110, "Employment of Relatives of Staff Members and Elected Officials":_ - "The immediate relativ