Manager Of Customer Experience, Business Development

Description:

As a key member of the customer experience management team the Customer Service Manager, Business Development, supports the delivery of customer-centric services at the City of Burlington including the implementation of the Customer Experience vision and strategy with a focus on development services. The role is critical in supporting the Burlington Economic Development Corporation (BEDC) in outreach and attraction of business development in the city and contributes to the associated customer experience. The role provides management oversight for a team of Councillor's Assistants.

Responsibilities

The Customer Experience Manager, Business Development is responsible to:

• Plan, develop and implement corporate initiatives that support the implementation of the customer experience vision and strategy to assist business customers
• Act as primary facilitator between BEDC, business owners, and City services. Work closely with BEDC and the Special Business Area Coordinator to achieve outcomes and advocate for the experiences and needs of business customers
• Assist in the navigation of municipal services and processes related to business customer needs and identify improvements and efficiencies to the process
• Using key performance indicators related to the business customer experience and economic development, continuously evaluate results and customer feedback to identify opportunities for improvement and service optimization
• Continually monitor development applications to identify and track the status of priority files, ensuring appropriate and timely communication with key stakeholders
• Facilitate the coordination of activities between municipal and external agencies such as between BEDC and other business development boards/agencies, ensuring synchronization with municipal requirements
• With the goal of supporting a seamless customer service experience, establish effective relationships and collaboration across departments and work with the corporate customer service team to develop training and education designed to assist all staff at the in supporting a customer centric approach to the delivery of services
• Liaise with City Manager’s Office and Council to update information as appropriate

Requirements

You have a post secondary degree or diploma in Business Administration, Planning, Economic Development or a combination of relevant education, professional development and experience. You bring more than five (5) years experience in a management role developing customer-focused business processes, and significant municipal experience.

A proven leader, you can effectively influence change through forging collaborative relationships at all levels throughout the organization and with community and industry stakeholders. You have strong project management skills, and experience developing customer service strategy, project plans and leading projects through implementation. You work well under pressure, can complete multiple deliverables concurrently and thrive in a high-volume environment with multiple pressures and priorities. You achieve results through diplomatically and sensitively balancing the needs of customers with the consistent application of required City policies, processes, and related legislation.