Director, Marketing and Customer Experience

Role Overview

The Director, Marketing and Customer Experience will be responsible for deploying the strategic vision in marketing and customer experience for the Agency, ensuring the overall performance of customer experience activities, customer relations, customer service, and marketing initiatives.

What You Will Do

Developing and implementing a global customer experience and marketing strategy, supervising the entire operations of the contact center, leading the digital transformation of contact center activities, establishing a customer-centric culture throughout the organization, and directing the planning and execution of strategic projects.

Why It Might Be a Fit

The ideal candidate will have a minimum of 10 years of experience in customer experience, marketing, or contact center operations management, including a minimum of 4 years as a manager, and will be able to negotiate with many stakeholders, work in multitasking mode, and respect deadlines.

Requirements

• Bachelor’s degree in marketing, communications, management, or any other relevant field
• Minimum of 10 years of experience in customer experience, marketing, or contact center operations management
• Minimum of 4 years as a manager
• Experience in the political and/or municipal environment (an asset)
• Demonstrating political acumen and being skilled in interpersonal relationships
• Ability to negotiate with many stakeholders
• Ability to work in multitasking mode and respect deadlines
• Excellent mastery of French and communication skills, as well as good mastery of English, both orally and in writing
• Ability to simplify and vulgarize
• Ability to face uncertainty and ambiguity
• Ease with current Internet and multimedia technologies
• Mastery of the Office suite
• Knowledge of relevant software (CRM, MS 365 including PowerBI, etc.) is an asset

Benefits

• 4 to 5 weeks of annual vacation
• 11 days of mobile holidays and illness
• Year-end closure between Christmas and New Year’s Day
• Collective insurance regime and employee assistance program (PAE)
• Generous collective REER
• Mobility program (1,025 $/year) and well-being program (500 $/year)