Associate Director, Marketing And Customer Experience

Join us on our journey as The Toronto Parking Authority (TPA) strives to become the world’s best provider of sustainable parking, bike share and last mile mobility experiences by creating a seamless customer experience that delivers on choice, ease, and speed through the City. TPA is a self-sustaining agency of the City of Toronto and contributes significant revenues to the City's general reserves – over $1.3 billion since 2002 – used to fund important City programs. Green P remains one of the most trusted brands for transportation services in the GTHA, contributing to the vibrancy and growth of businesses and residents in the communities it serves. TPA is focused on becoming an integrated part of Toronto’s transportation network and is committed to supporting Climate Action through its expansion of Electric Vehicle charging and Bike Share services.

TPA strives to be a great place to work - collaborative, open, transparent, trusting, friendly, built on mutual respect and professionalism. As a member of our TPA team, you will experience professional and organizational growth within a motivated team environment that enables us to achieve our vision. One of our long-term competitive advantages is the calibre of our people. We succeed because we attract, develop and reward people who have the passion to make a significant contribution to the continued growth of our business.

Reporting to the Vice President, Business Development, the Associate Director, Marketing & Customer Experience is a key leadership role responsible in developing insights and programs designed to maximize customer experience, satisfaction, loyalty and sustainable growth.

Responsibilities

• Develop, manage and execute customer initiatives across the entire value chain in B2B and B2C environments.
• Support the development of both online and offline Customer Experience Projects and collaborate with business owners to create a seamless user experience.
• Collaborate cross functionally with the Sales, Product Development and Operations teams to co-create targeted consumer engagement and business development in both B2C and B2B channels.
• Maintain open channels of communication between the company and its customers.
• Develops marketing strategies, an annual marketing plan and campaigns that are based on strong knowledge of the market, target audiences, industry stakeholders and key industry trends.
• Monitor performance data in a continuous effort to improve the overall impact of marketing efforts and contribute to informed business decisions.
• Manages the strategic relationship with Agency and Partnership Vendors to support build Brand TPA and its current and future business channels.
• Contribute towards the TPA’s branding strategies as required.
• Lead development of new consumer insights process to drive fact-based decision making.

Leadership Mindset

• Use a data driven approach with an aptitude for social media platforms and technology.
• Other duties as assigned.
• Leverage strong influence leadership skills and simplify the complex.
• Be a values-driven leader – demonstrate respect, collaboration, teamwork and accountability.
• Problem solve complex customer issues
• Demonstrate critical thinking with a passion for execution and relentless customer focus.

Qualifications, Education And Experience

• Working experience with digital marketing and/or social media programming
• Minimum 5-years’ experience in Marketing and/or Customer Experience
• Strategic thinker with an ability to execute with excellence while delivering customer-focused outcomes
• Strong influence leadership skills coupled with capacity to simplify the complex
• University Degree in Marketing, Comms or Business
• Must be adaptable and comfortable with ambiguity in a fast-paced, highly dynamic environment
• Master’s degree in business or related field an advantage
• Data driven with an aptitude for social media platforms and technology
• Problem solver with good analytical skills
• Demonstrated ability to build and manage effective relationships with colleagues, peers, clients, customers and other stakeholders
• Exceptional communication skills; both written and verbal
• Experience working with external Marketing Agency partners
• Must be comfortable taking a hands-on approach to the business with a personal “roll up the sleeves” mind-set and capacity to get the work done.
• Demonstrated effective management of P&Ls, targets, budgets combined with strong organizational skills, attention to detail, and ability to plan and prioritize

** NOTE**

As employees we all share in maintaining a safe environment for customers and visitors and a safe work environment for TPA employees. This environment always promotes and exemplifies our Core Values of Excellence, Innovation, Collaboration, Service, Respect and Commitment.

TPA is committed to upholding the values of equity, diversity, anti-racism and inclusion in the delivery of its services and workplaces. TPA is committed to fostering a diverse workforce that is representative of the community it serves at all levels of the organization, and supports an inclusive environment. TPA welcomes applications from members of groups with historical or current barriers to equity, including but not limited to Black and racialized groups, women, Indigenous peoples, persons with disabilities, people from the LGBTQ(IA2S+) community, and others with the skills and knowledge to productively engage with diverse communities. We seek to maintain our commitment to excellence and recognize that increasing the diversity of our employees supports this objective. We are dedicated to equal opportunity.

TPA encourages applications from all qualified applicants and is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (‘AODA’). If you require accommodation for disability during any stage of the recruitment process, please notify Human Resources.

TPA has an Employment of Relatives Policy which controls relatives of current employees from being hired, assigned, transferred or promoted into positions where there is a conflict of interest due to relationship. Should you be selected for an interview, you will be asked to disclose the name, relationship and position of any relative who is a current TPA employee.

We thank all applicants; however, only those selected for an interview will be contacted.

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