Coordinator, Customer Experience

**Job Description**:
**JOB TITLE**:Coordinator, Customer Experience

**DEPARTMENT**:Transit

**POSTING NUMBER**:106749

**NUMBER OF POSITIONS**:1

**JOB STATUS & DURATION**:Full Time Permanent

**HOURS OF WORK**:35 hour workweek / variable hours - evenings and weekends for outreach events

**LOCATION**:On-Site - you will report to the location of Transit Clark Facility

**SALARY GRADE**:5

**HIRING SALARY RANGE**:$88,458.00 - $99,516.00 per annum

**MAXIMUM OF SALARY RANGE**:$110,573.00 per annum

**JOB TYPE**:Management and Administration

**POSTING DATE**:May 16, 2025

**CLOSING DATE**:May 30, 2025

**AREA OF RESPONSIBILITY**:
This role reports to the Manager, Customer Experience and is responsible for customer experience and to coordinate and develop marketing plans and materials, event support and Transit activities, while delivering high quality communications that contribute to operational excellence. Enhance the reputation and public image of the City by acting as a professional contact to meet Transit communication needs and corporate service standards.

**OPERATION SUPPORT**
- Provide day-to-day coordination, guidance and support for Transit marketing and communication plans and projects that will contribute to a strong Transit brand and positive customer experience.
- Co-ordinate and develop project initiatives that meet operational needs and corporate service standards.
- Responsible for the development and coordination of internal and external marketing collateral/publications, advertising and web, including creative concepts, writing and editing
- Coordinate advertising and publication schedules, layout and design, and distribution for collateral.
- Responsible for web content management, including creating and writing internal and external website content, development, design and layout of web pages
- Conduct information interviews with appropriate staff and prepare relevant questionnaires for validation of information content.

**CUSTOMER SERVICE**
- Act as a key source of contact and provide guidance, advice and support to ensure coordination meets operational needs and corporate service standards.
- Escalate complex issues to appropriate level for resolution.
- Respond to inquiries from internal and external customers effectively and through various media forums.
- Liaise with external suppliers and vendors, negotiating price and deadlines to ensure production and quality of communication/marketing materials.
- Build and maintain positive relationships with cross-functional departments, teams and management to support coordination and ensure a thorough understanding of operational needs.
- Represent Transit at forums and events, including outside of normal business hours.
- Support and participate at events promoting Transit, including outside of normal business hours.

**COMMUNICATION AND REPORTING**
- Prepare management reports, presentations and general ad hoc information
- Develop project plans for targeted media campaigns to ensure effective delivery.
- Co-ordinate and support internal and external traditional and digital media initiatives, including media buying
- Monitor, compile and report on marketing and communications campaign/initiative statistics and metrics, highlighting successes, challenges and modifications.
- Provides the public with Transit industry awareness and information.
- Assists in implementing Brampton Transit's initiatives and strategies to communicate with transit customers.
- Increases awareness and understanding of Transit.
- Act as social media support, as required

**CORPORATE CONTRIBUTION**
- Conduct Transit specific research using internal and external resources to gain insight of market trends, current programs, processes and practices to support management and recommend ways to improve communication messaging.
- Co-ordinate and implement the annual Transit marketing plan within budgetary limits.
- Track and report on trends, specific to the transportation industry.
- Provide recommendations regarding marketing strategy.
- Maintain knowledge of collective agreements, City policies and practices, legislation, regulations and Standard Operating Procedures (SOPs).

**BUDGET SUPPORT**
- Use of effective resource and expense management at all times to meet corporate policies and guidelines.
- Assists in tracking of the marketing budget.
- Develop and co-ordinate RFP’s, purchase orders to ensure purchasing and corporate compliance.

**TEAMWORK AND COOPERATION**
- Participate in project coordination and team meetings to meet operational needs.
- Work well within diverse groups in support of operational goals and objectives.
- Interact and collaborate with staff to improve and determine design and delivery opportunities that will promote communication.
- Recommend improvements based on research and best practices to the Manager.
- Demonstrate corporate values at all times.
- Co-ordinate activities of consultants used to engage the public during events and marketi