Manager, Customer Service Experience and Strategy

The Corporation of the•East Gwillimbury, ON

17d•CA$113,732 - CA$133,795•Onsite

About The Position

As a leader in modernization, innovation, and creativity, East Gwillimbury is proud to be selected as one of Greater Toronto’s Top Employers for 2025. Located along Highway 404 in northern York Region, East Gwillimbury is a premier centre for growth within the GTA and is also Canada’s fastest-growing municipality (based on 2021 Census data). EG offers competitive wages and benefits and prioritizes the mental and physical well-being of its employees through social events, wellness programs, and fitness facilities. Employees also have access to more than 50 kms of trails to enjoy the beauty of EG while at work. The Town of East Gwillimbury is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process and as we grow, it is important our workforce reflects the citizens we serve. We respect, encourage, and celebrate our diversity. Join our team and see the EG difference! Reporting to the Director of Communications and Customer Service, the Manager, Customer Service Experience and Strategy is responsible for overseeing the operations of the Customer Service Centre. The Manager, Customer Service Experience and Strategy provides leadership and oversight for the Town’s Customer Service function, ensuring a consistent “no wrong door” approach across all service channels and locations. The role is responsible for driving service excellence and customer satisfaction by supporting business units, strengthening service delivery processes, and ensuring staff are equipped with the tools, training, and resources needed to effectively respond to public inquiries and concerns.

Requirements

Post-secondary degree or diploma in Business Administration, Office Administration, Customer Service or related discipline
Six (6) years of demonstrated leadership experience in Customer Service in a municipal or government office environment.
Experience with Customer Relationship Manager software is required.
Demonstrated leadership in corporate core competencies, including customer service excellence, communication, collaboration, accountability, and strategic thinking.
Strong leadership and people management skills, with the ability to coach leaders, manage performance frameworks, and support succession planning.
High-level of interpersonal, negotiation, and partner management skills, with experience working with senior leadership, elected officials, and cross-functional partners.
Advanced analytical and problem-solving skills, with the ability to interpret data, identify trends, and drive evidence-based decision-making.
Ability to exercise sound judgment, discretion, and political acuity in managing sensitive employee and customer situations.
Proven ability to lead strategic planning, continuous improvement, and organizational change initiatives.
Strong understanding of customer service delivery models, service level management, and performance measurement (KPIs, SLAs).
Knowledge of emerging trends, digital service delivery, and customer experience best practices.
Demonstrated experience overseeing CRM systems and leveraging technology to improve service delivery and reporting.
Strong financial and business acumen, including experience contributing to budgeting, forecasting, and resource planning.
Excellent verbal and written communication skills, including the ability to prepare and present reports, briefings, and recommendations.
Strong project management skills, with the ability to lead complex, cross-functional initiatives.
Knowledge of relevant municipal legislation, and regulations.
Advanced proficiency in Microsoft 365 and enterprise systems (e.g., CRM platforms such as Salesforce, and other business applications).

Nice To Haves

Experience overseeing a multi-service customer service location and/or a broad knowledge on a variety of municipal services is an asset.

Responsibilities

Provide leadership and oversight to supervisory staff and customer service teams (full-time and part-time).
Oversee full-cycle recruitment, selection, onboarding, and training of Customer Service Representatives (CSRs) and the Supervisor, Customer Service Operations.
Foster a high-performance culture through coaching, mentoring, recognition, and succession planning.
Ensure compliance with corporate policies and health and safety standards, maintaining a safe and efficient work environment across multiple locations.
Oversee the customer service function, ensuring efficiency, quality, and alignment with organizational goals.
Develop and implement customer service strategies, standards, and service level agreements to enhance service delivery and customer experience.
Establish, monitor and analyze operational performance metrics, complaints, and feedback; implement improvements based on trends and insights.
Lead and prioritize continuous improvement initiatives, ensuring alignment with strategic objectives and organizational priorities.
Identify emerging trends, technologies, and best practices; implement innovative solutions, including digital and self-service options.
Build and maintain strong relationships with internal departments, external partners, and senior leadership to support integrated service delivery.