Senior Manager, Customer Experience and Digital Strategy

Regional Municipality of Peel • Brampton, ON

12h • Hybrid

About The Position

At the Region of Peel, we’re committed to delivering exceptional client experiences through data-driven insights and innovative digital strategies. As Senior Manager, Customer Experience and Digital Strategy, you’ll lead efforts in leveraging customer data to drive exceptional experiences and business growth, helping shape how we engage with our community and deliver modern, responsive services.

The Opportunity
Reporting to the Director, Communications, we are seeking a dynamic and strategic Senior Manager, Customer Experience and Digital Strategy to lead our efforts in leveraging customer data to drive exceptional experiences and business growth. This role will be instrumental in developing and executing a comprehensive customer digital strategy, overseeing teams responsible for marketing & digital analytics, as well as customer data management and insights. You will play a critical leadership role in advancing a data-driven culture, integrating insights across the organization, and ensuring alignment between digital engagement, customer experience, and business priorities. This is a great opportunity for someone with strong leadership skills, a focus on data analytics and digital marketing and a passion for public service to make a real impact at one of the largest municipal governments in Canada.

Requirements

• Bachelor’s degree in Business, Marketing, Statistics, Computer Science, or a related field.
• 10 + years of experience in customer data management, analytics, or digital marketing.
• 8+ years of experience in leading and managing teams.
• Proven track record of developing and implementing successful customer data strategies.
• Strong understanding of data analytics tools and techniques (e.g., SQL, Python, R, Tableau, Power BI).
• Experience with CRM systems and marketing automation platforms.
• Excellent communication, presentation, and interpersonal skills.

Responsibilities

• Develop and implement a holistic customer data strategy aligned with business objectives, focusing on data acquisition, integration, analysis, and utilization.
• Provide strategic direction and leadership to three key teams: Marketing & Digital Analytics, Customer Data & Insights, and Service Peel.
• Identify and evaluate emerging technologies and data trends to ensure the organization remains at the forefront of customer data management and analytics.
• Collaborate with cross-functional teams, including marketing, services, product, and technology, to ensure alignment and integration of customer data initiatives.
• Communicate data strategy and insights effectively to stakeholders at all levels of the organization.
• Oversee the collection, storage, and management of customer data from various sources, ensuring data accuracy, integrity, and security.
• Develop and implement data governance policies and procedures to ensure compliance with relevant regulations (e.g., GDPR, CCPA).
• Lead the development and implementation of advanced analytics solutions, including customer segmentation, predictive modeling, and data visualization.
• Utilize data insights to identify opportunities for improving customer experience, optimizing marketing campaigns, and driving business growth.
• Develop and maintain key performance indicators (KPIs) to track the effectiveness of customer data initiatives.
• Oversee the integration of NPS scores into customer data analysis and reporting.
• Partner with marketing teams to leverage customer data for targeted marketing campaigns and personalized customer experiences.
• Analyze digital marketing performance and provide recommendations for optimization.
• Develop and implement strategies to improve customer engagement and loyalty.
• Ensure alignment between digital marketing efforts and overall customer data strategy.
• Ensure team adherence to data governance policies and procedures.
• Foster a collaborative and high-performing team environment.
• Recruit, train, and develop team members to ensure they have the necessary skills and knowledge to achieve their goals.
• Conduct regular performance reviews and provide feedback to team members.
• Mentor and coach team members to enhance their communication and leadership skills.

Benefits

• Comprehensive Health, Dental, and Vision plan (including psychological health coverage)
• OMERS Pension Plan
• 3 weeks of vacation per year
• 3 paid personal days
• Floating holidays
• Flexible hours
• Annual performance reviews with merit increases
• Tuition reimbursement
• Development resources

What This Job Offers

• Job Type: Full-time
• Career Level: Senior