Senior Manager

Description:

Are you ready to lead a dynamic team towards shaping the future of digital engagement and communications? Metrolinx is seeking a Sr. Manager Digital (Contract up to 13-months) to provide strategic direction and lead a talented team of Managers, Advisors, and vendors. Your mission is to deliver cutting-edge digital experiences, tools, and platforms that drive data-driven digital communications and enhance the customer-resident digital experience. Your efforts will directly contribute to Metrolinx's strategic goals, including awareness, impression, CSAT, revenue/ridership, and employee engagement. This role will also take the lead in driving Metrolinx's Strategic Digital Engagement plan, aligning stakeholder engagement across various sectors to support the Capital Program, and spearhead continuous improvement efforts in the Communications division, advancing best practices, enhancing internal measurement, and leading community and stakeholder research for the division.

What will I be doing?
Lead the development, communication, implementation and integration of Metrolinx’s Strategic Digital Engagement plan to increase Metrolinx’s visibility and enhance constituent engagement in a variety of online platforms in accordance with Metrolinx’s mandate, priorities and communication objectives, and lead implementation of this plan within Metrolinx’s long-term Digital Transformation, working with IT and Marketing
Sets strategy, develops, plans, and manages Metrolinx’s Communication + Community Engagement digital vision and roadmap – including, but not limited to Metrolinx.com, internal digital channels, mobile channels and apps, and new digital products coming out of the innovation space
Lead development and launch of on-the-ground channel growth strategy, focused on customer-resident and stakeholder acquisition campaigns, and build a geotargeting advertising strategy to increase pageviews, participation, sign-ups and support overall goal of channel growth.
Lead standardization of communication-engagement processes including selection, design implementation and maintenance of a Customer Relationship Management system for Communications Division, and support development of control rooms to improve tracking of community issues and insights, prioritized with the use of an improved Customer Relationship Management system, identifying trends and make recommendations to aid in issues management; and create a central source of truth of information from multiple data sources within the organization to visualize, analyze and report on Metrolinx assets
Lead and provide strategic guidance to develop best practice resources, processes, and tools to drive enterprise-wide consistency in how Metrolinx advances public and stakeholder management and engagement; act as the “one window” for community and stakeholder research, leveraging insights to promote improved public and stakeholder management and engagement practices
Leads and provides strategic guidance to the development, design and delivery of digital engagement initiatives in support of projects/campaigns designed to inform stakeholders of Metrolinx projects 
Responsible for developing and implementing a public meeting toolset, empowering teams to host more public meetings in a risk controlled and human-centric way, resulting in increased outreach and two-way communication
Leads the processes to consult with and solicit feedback from affected residents and communities in planning major transportation improvement projects using digital tools such as discussion forums, online questionnaires and interactive maps
Provides subject matter expertise to executives and senior management on digital public engagement strategies, tools, best practices and approaches and identifies potential issues and recommends solutions.
Acts as corporate authority on digital engagement and advises, guides and coaches project teams across Metrolinx on the development and execution of creative, effective and consistent digital public engagements that reflect Metrolinx’s mandate, values and objectives. Ensures digital engagement best practices are integrated into Metrolinx’s corporate communications strategy and implemented in a coordinated fashion.
Partners with editorial team to build brand awareness, drive client engagement and educate stakeholders through the development of dynamic, creative and politically sensitive content for digital platforms and delivering it on the most effective digital platform.
Leads the research function for Communications and Community Engagement helping develop a deeper understanding of our customer and customer-resident
Measures the effectiveness of digital engagement strategies and communications to provide data-driven decision-making to achieve corporate objectives and stakeholder needs. Uses this data to introduce new/monitoring current performance analytics (e.g. number of hits, return rates and time on site) and preparing reports for engagement initiatives. 
Leads the development and execution of continuous education programs for Metrolinx staff on digital public engagement tools, processes, policies, innovations and best practices.
Monitors digital engagement landscapes and regulations and leads the development and implementation of new and revised policies to respond the evolving digital environment and public expectations.