Customer Experience Coordinator (18 Month Contract)

JOB TITLE: Customer Experience Coordinator

DEPARTMENT: Transit

POSTING NUMBER: 105619

NUMBER OF POSITIONS: 1

JOB STATUS & DURATION: Temporary 18-Months

HOURS OF WORK: 35 hour workweek

LOCATION: Clark Boulevard Transit Facility

SALARY GRADE: 5

HIRING SALARY RANGE: $84,403.00 - $94,954.00 per annum

MAXIMUM OF SALARY RANGE: $103,435.00 per annum

JOB TYPE: Management and Administration

POSTING DATE: September 1, 2023

CLOSING DATE: September 18, 2023

Area Of Responsibility

This role reports to the Manager, Customer Experience and is responsible for customer experience and to coordinate and develop marketing plans and materials, event support and Transit activities, while delivering high quality communications that contribute to operational excellence. Enhance the reputation and public image of the City by acting as a professional contact to meet Transit communication needs and corporate service standards.

Key Responsibilities

• Assists in tracking of the marketing budget.
• Provides the public with Transit industry awareness and information.
• Provides guidance and work direction to students and other part-time staff.
• Develop project plans for targeted media campaigns to ensure effective delivery.
• Conduct information interviews with appropriate staff and prepare relevant questionnaires for validation of information content.
• Demonstrate corporate values at all times.
• Participate as a member of cross-functional team.
• Build and maintain positive relationships with cross-functional departments, teams and management to support coordination and ensure a thorough understanding of operational needs.
• Responsible for the development and coordination of internal and external marketing collateral/publications, advertising and web, including creative concepts, writing and editing
• Responsible for web content management, including creating and writing internal and external website content, development, design and layout of web pages
• Co-ordinate and support internal and external traditional and digital media initiatives, including media buying
• Provide day-to-day coordination, guidance and support for Transit marketing and communication plans and projects that will contribute to a strong Transit brand and positive customer experience.
• Participate in project coordination and team meetings to meet operational needs.
• Monitor, compile and report on marketing and communications campaign/initiative statistics and metrics, highlighting successes, challenges and modifications.
• Maintain knowledge of collective agreements, City policies and practices, legislation, regulations and Standard Operating Procedures (SOPs).
• CORPORATE CONTRIBUTION
• Act as a key source of contact and provide guidance, advice and support to ensure coordination meets operational needs and corporate service standards.
• Increases awareness and understanding of Transit.
• Coordinate advertising and publication schedules, layout and design, and distribution for collateral.
• Assists in implementing Brampton Transit's initiatives and strategies to communicate with transit customers.
• TEAMWORK AND COOPERATION
• CUSTOMER SERVICE
• Develop and co-ordinate RFP’s, purchase orders to ensure purchasing and corporate compliance.
• Track and report on trends, specific to the transportation industry.
• Perform additional similar and related duties as assigned.
• Co-ordinate and develop project initiatives that meet operational needs and corporate service standards.
• Provide recommendations regarding marketing strategy.
• Act as social media support, as required
• Support and participate at events promoting Transit, including outside of normal business hours.
• Work well within diverse groups in support of operational goals and objectives.
• Conduct Transit specific research using internal and external resources to gain insight of market trends, current programs, processes and practices to support management and recommend ways to improve communication messaging.
• Co-ordinate and implement the annual Transit marketing plan within budgetary limits.
• BUDGET SUPPORT
• Co-ordinate activities of consultants used to engage the public during events and marketing campaigns.
• OPERATION SUPPORT
• Respond to inquiries from internal and external customers effectively and through various media forums.
• Escalate complex issues to appropriate level for resolution.
• Liaise with external suppliers and vendors, negotiating price and deadlines to ensure production and quality of communication/marketing materials.
• Recommend improvements based on research and best practices to the Manager.
• Represent Transit at forums and events, including outside of normal business hours.
• Prepare management reports, presentations and general ad hoc information
• COMMUNICATION AND REPORTING
• Use of effective resource and expense management at all times to meet corporate policies and guidelines.
• Interact and collaborate with staff to improve and determine design and delivery opportunities that will promote communication.

Selection Criteria

EDUCATION:

• Post-secondary degree or diploma in Marketing, Public Relations or Journalism or equivalent related field

Required Experience

• 3-5 years marketing or communication related experience preferably in a municipal or community related organization.
• Proven experience in event, activity planning and promotion are assets.

Other Skills And Assets

• Solid Customer Service and People Management skills; Interface with internal and external customers to meet corporate service standards
• Various tests and/or exams may be administered as part of the selection criteria.
• Ability to identify business needs, initiate and coordinate project resource requests
• Proven Media and Public relations and promotional planning skills.
• Solid Organizational skills; Detail oriented, well organized able to coordinate activities and tasks meeting conflicting priorities and timelines
• Thorough Knowledge of Municipal, Regional, Provincial and Federal Governments and applicable Legislations is an asset
• Computer proficiency in Microsoft office/software

Alternate formats will be provided upon request.

Interview: Our recruitment process will be completed with video conference technology.

As part of the corporation’s Modernizing Job Evaluation project, this position will undergo an evaluation which may result in a change to the rate of compensation. Any changes affecting this position will be communicated as information becomes available.

If this opportunity matches your interest and experience, please apply online by clicking the button above quoting reference #105291 by September 18, 2023 and complete the attached questionnaire. We thank all applicants; however, only those selected for an interview will be contacted. The successful candidate(s) will be required, as a condition of employment, to execute a written employment agreement. A criminal record search will be required of the successful candidate to verify the absence of a criminal record for which a pardon has not been granted.

As part of the application process, applicants will be invited to complete a self identification survey. The survey is voluntary. Participation in the survey will have no impact on hiring decisions. Should you wish to opt out of completing the survey, please select “prefer not to answer” as a response to each question. All information collected is confidential and will not be shared with the hiring manager. The surveys will be anonymized and will be kept separate from applicant or employee files, such that the individuals who completed the surveys will not be identifiable. The results of the survey will assist in the analysis of disaggregated metrics for organizational planning purposes and our commitment to advance and foster diversity, equity, and inclusion. The City may use anonymized data to produce aggregate reports for internal or external use.

Please be advised, the City of Brampton uses email to communicate with their applicants for open job competitions. It is the applicant’s responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence via email (i.e. testing bookings, interview dates), it is imperative that applicants check their email regularly. If we do not hear back from applicants, we will assume that you are no longer interested in the Job Competition and your application will be removed from the Competition.