Manager of Communications and Customer Experience

**Company Biography1**:
As one of the fastest growing cities in Alberta, the City of Airdrie is a recognized leader in building a vibrant and sustainable community through innovation.

At the City of Airdrie, incredible opportunities happen every day in a flexible work environment that is tailored to each department. Our inclusive culture and values create a workplace where we welcome aspiring, driven and creative individuals to help us accomplish our business and community goals. We are supportive of one another, and we have fun while we serve our community. We are passionate about improving the lives of our residents through care and respect; that is the foundation of our organization. At the City of Airdrie, we learn, grow and accomplish great things together.

If you have a passion for building a better community and are ready to join the excitement, we’d love to hear from you

**The Opportunity**:
The Manager of Communications and Customer Experience is an integral part of our organizational customer experience and brand. This role provides strategic oversight, guidance and direction to ensure that any customer who engages with the City of Airdrie can resolve their questions efficiently and effectively. This role will be responsible for creating the strategy, policy and systems that will guide the customer experience commitment. With oversight to both the Communications and Customer Experience teams, this leader will help evolve Airdries brand and engage our citizens to create the City of Airdries future. This position operates from a corporate perspective providing insight and strategic advice to the leaders in all areas of the organization, City Council, and the community.

This role will be responsible for creating the vision and program for customer experience for the City of Airdrie including:

- Development of Centralized Call Centre Model (Omni-channel)
- Building a team to support centralized customer service
- 311 research and implementation
- Development of chatbots for the website
- Development of KPI for measuring success of customer experience
- Customer relations management and systems deployment

Primary responsibilities include:

- Ensure alignment between organizational priorities and policies and departmental services
- Create the customer experience vision and the supporting processes, tools and policies to ensure customer experience is an integral part of our internal and external focus
- Provide strong leadership to direct reports including hiring, training, coaching and mentoring through ongoing feedback and empowering employees to achieve outcomes
- Act as a people and culture leader, demonstrating and aligning decisions and behaviours with our mission, corporate values and culture
- Create and maintain a consistent corporate marketing brand through communications and customer experience channels
- Respond to requests generated by executive leadership, Council and the community of Airdrie
- Research tools, policy and procedure development and recommend best practices, including opportunities to expand programs and automate processes
- Work with the team to solve problems with the overall community in mind, guiding and empowering the team to find efficient, reasonable and diplomatic resolutions to questions
- Provide feedback and solutions for executive leadership to consider for recurring issues or patterns
- Develop and manage overall customer experience strategy, analysis and metrics focusing on balancing concerns with City practices and bringing internal stakeholders together to troubleshoot when needed
- Ensure stewardship over financial resources allocated to the area of responsibility by preparing budgets, quarterly variance reports and present to executive leadership
- Deliver presentations to executive leadership, City Council and various committees, including regular analytics of results and progress towards goals to executive leaders
- Use data and analytics to help the organization celebrate successes and evolve processes to address opportunities going forward
- Work collaboratively with internal and external stakeholders to create a culture of customer care, based on efficient and effective responses to our customers
- Create and maintain strong connections with internal leaders to create consistency for Airdrie's customer experience
- Guide team to create and maintain centralized information and messaging to provide customers with current information to mitigate impacts to mobility or impacts to desired outcomes
- Plan for and ensure proper oversight to short and long-term operating and capital budgets

**You Bring**:

- Degree in Communications, Business or related field required. A combination of education and experience will be considered
- Six Sigma/Lean Training considered an asset
- Municipal excellence leadership program or equivalent municipal certification an asset
- 5-8 years of progressive leadership responsibilities and experience in communications and