Client Services Specialist/spécialiste Du Service

**OVERVIEW**

Ottawa Tourism’s vision is to be one of Canada’s most visited, sustainable, vibrant, and valued urban destinations and the tourism authority for key economic development and city-building decisions in Ottawa. Ottawa Tourism's mission is to market and sell Ottawa as a compelling leisure and business destination and lead or participate in initiatives that improve Ottawa’s visitor experience. We contribute to the broader economic development objectives of the city and the success of our stakeholders and, by doing so, enrich the quality-of-life for all Ottawa residents.

Reporting to the Director of Sales, Business Events, the Client Services Specialist is an expert in client experiences and providing destination support to Ottawa Tourism clients. The Client Services Specialist will maintain a strong understanding of the offerings of Ottawa Tourism’s members and make effective connections between members and clients. The Client Services Specialist will manage the business events portfolio, execute host city commitments, and provide event coordination and administrative support to sales activities and Ottawa Tourism events. The incumbent is highly organized, possesses strong attention to detail, and can effectively manage a large number of clients simultaneously and with high effectiveness. The Client Services Specialist will be expected to provide frequent feedback to the Director of Sales, Business Events and be willing to adapt to a developing portfolio of responsibilities.

As a resourceful and independent decision-maker, the Client Services Specialist is expected to think and to act independently while also possessing a strong ability to work as a member of a team.

Key Competencies
- Ability to communicate professionally (written and spoken)
- Ability to prioritize and think strategically.
- Ability to build and maintain external and internal relationships.
- Excellent organizational, administrative and project management skills
- Ability to work with limited supervision in a fast-paced environment.
- Ability to meet and exceed client expectations.
- Ability to work effectively as part of a team.
- Flexibility and adaptability in task outlook and orientation
- Capable of independently responding to and solving problems effectively
- Experience with event coordination and execution
- Proficiency in using social media channels.

Primary Areas of Responsibility
- Actively manage a large portfolio of confirmed Business Events and Major Event accounts
- Execute host city commitments for Business Events and Major Events
- Integrate sustainability considerations into client interactions, promoting eco-friendly options and highlighting Ottawa Tourism's commitment to sustainable tourism.
- Foster a client-centric approach by consistently prioritizing clients' needs and satisfaction, ensuring timely and effective resolution of inquiries, and maintaining a proactive stance in anticipating and addressing client concerns.
- Maintain a strong comprehension of Ottawa Tourism members and services and understand how they engage with different business verticals.
- Contribute to the continued development of the client service offerings.
- Assist with deliverables as part of strategic partnerships and sponsorships.
- Other client-related initiatives, as assigned.

Essential Qualifications
- Post-secondary qualification in a related field (tourism & hospitality, office administration, business, communications, project management, etc.)
- Minimum of 3 years related experience, ideally with an emphasis on tourism and hospitality, project management, or within a member-based organization with diverse stakeholder needs.
- Demonstrated proficiency using a CRM.
- Excellent at prioritizing and working under tight deadlines on multiple initiatives.
- Ability to travel and work outside normal working hours, on occasion.

Assets
- Fully bilingual in both of Canada’s official languages, both written and verbal.
- Previous experience working in tourism, hospitality, or destination management/marketing.
- Ottawa Tourism is located and operates on the traditional and unceded territory of the Anishinaabe Algonquin people, who have travelled and inhabited these lands for millennia._

DEADLINE TO APPLY: Tuesday, February 20 at 9:00am

**APERÇU**

La vision de Tourisme Ottawa est d’être l’une des destinations urbaines les plus visitées, les plus durables, les plus dynamiques et les plus appréciées au Canada, et d’être l’autorité touristique responsable de prendre les décisions clés en matière de développement économique et de construction de la ville d’Ottawa. La mission de Tourisme Ottawa est de commercialiser et de vendre Ottawa en tant que destination de loisirs et d’affaires attrayante et de diriger ou de participer à des initiatives qui améliorent l’expérience des visiteurs d’Ottawa. Nous contribuons aux objectifs plus larges de développement économique de la ville et à la réussit