Director Of Communications & Customer Service
Member of the senior leadership team, with oversight for internal and external communications, public relations, community engagement, marketing, print production, customer service, and the Region’s corporate, digital and social media channels and content strategy.Responsible for setting and delivering business strategy, overseeing communications and engagement functions, frameworks and policies and $10 million annual operating budget aligned to the Region’s strategic goals and day-to-day management of 70+ professionals in cross-functional teams.Act as Public Information Officer for the Emergency Operations Centre responsible for community crises and strategic partner for change management initiatives impacting the workplace and community.Key Successes: - Led the COVID engagement strategy, collaborating with Council, leadership, community and media partners to deliver critical information to 700,000 residents, businesses and 3,000 staff, boosting engagement by 60% and managing hundreds of complex resident, media and Council inquiries.- Developed and executed communications and public engagement strategies on Region’s strategic plan, climate change, major road expansions, vacant house tax, exceeding targets on average by 20%. Led customer engagement centre, delivering over 90% customer satisfaction scores year-over-year, notably during the pandemic when call volumes spiked over 100% and emails nearly 400%.- Achieved highest rating for employee performance each year, including 20+ company awards for team leadership, communications campaigns, crisis communications and customer service.
