Simon Martin Email & Phone Number

Montreal, Qc, Ca

Montreal, Quebec, Canada

• Develop and execute strategic communications plans for internal and external audiences, ensuring alignment with CN’s strategic pillars and objectives.• Lead production and delivery of communications materials, collaborating with stakeholders to ensure high-quality, on-time, and on-budget campaigns.• Manage corporate communications projects, driving innovation, measuring effectiveness, and recommending improvements for future initiatives.• Advocate for the CN brand, uphold brand standards, and demonstrate leadership in cross-functional collaboration and communication efforts.

Montréal, Québec, Canada

• Guided leaders through $60M+ Capex budget planning processes to unlock program funds while ensuring adherence to budgetary constraints.• Managed consolidated views of budget and performance against the annual plan, providing actionable insights and KPIs to leadership.• Supported 10+ leaders in the 2024 annual budget planning cycle, prioritizing programs aligned with strategic objectives.• Collaborated with 30+ cross-functional partners and senior leaders to deliver key corporate initiatives, fostering a culture of accountability and alignment with business goals.

Montréal, Québec, Canada

• Achieved a 20% reduction in delivery time prior to IT handoff by streamlining processes and optimizing resource allocation.• Led collaborative development of 50+ templates of customer account notifications annually, from ideation to implementation.• Fostered collaboration between 20+ stakeholders using cross-functional sessions to define strategies and timelines, redesigned our brand guide for customer emails, and revamped the entire email experience for forum users, positively impacting calls deflection.• Implemented a new online collaboration hub, centralizing resources, submission forms, promoting and increasing self-service.• Managed processes, role and responsibilities related to notification development to increase awareness and accountability.

Montréal, Québec, Canada

• Achieved a 30% reduction in content creation time for specific frontline agent content through new standards and templates, significantly improving the quality and consistency of content, which increased service excellence and overall customer satisfaction.• Collaborated with over 50 stakeholders to identify communication needs for 200+ programs annually, developed tailored strategies, and ensured a consistent customer experience across knowledge management tools and customer-facing websites.• Led communication planning for annual projects ranging from $0 to $8M, coordinating creation teams to develop comprehensive content for over 1,000 online documents, delivery plans, and timelines, ensuring alignment with strategic objectives and deadlines.

Montréal, Québec, Canada

• Created and optimized frontline agent documentation related to products, services, offers and procedures for knowledge management tools. Ensured content coherence, alignment with communication strategies and reusability across platforms.• Implemented content updates in knowledge management tools, ensuring existing content was current, enabling frontline agents to provide optimal customer support.

Montréal, Québec, Canada

• Analyzed 200+ upcoming business programs and service changes annually, evaluating impacts on call center operations and processes.• Recommended change management strategies and mitigation tactics to address potential risks and challenges, facilitating seamless transitions.

Montréal, Québec, Canada

• Managed customer escalations reported to regulatory agencies, legal institutions, privacy officers, or any other channels, mitigating risks to business reputation.• Coordinated processes, trainings, and onboarding for a team of 5 members, ensuring effective knowledge transfer and team integration.

Montréal, Québec, Canada

• Managed billing inquiries, payment processing, and reconciliations, while maintaining strong customer relationships.• Managed customer deactivation requests with a strong focus resolving issues to retain active services and enhance long-term loyalty and satisfaction.

Montréal, Québec, Canada

Montréal, Québec, Canada

Six Sigma Yellow Belt, Focused On Reducing Variations And Defects In Processes.

Wset® Level 3 Award In Wines, Advanced Certification For Wine Professionals (In English).

Wset® Level 2 Award In Wines, Certification For Wine Enthusiast (In English).

Professionnel Du Vin (Ddv1), Certification (In French) For Wine Professionals, With A Focus On European Vineyards.

Project Management

Web Design And Multimedia, Specializing In Graphic And Web Design.

Faculty Of Fine Arts, Majored In Studio Arts, Focusing On Drawing, Sculpture And Performing Arts.