Senior Manager, Customer Experience And Digital Strategy

Senior Manager, Customer Experience and Digital Strategy

Corporate Services - Communications

Status: Regular Full Time

Salary Range: $151,183 - $188,979 per annum plus comprehensive benefits

Hiring Range: $151,183 - $170,081 per annum plus comprehensive benefits

Work mode: Hybrid* see below for more details about this work mode.

Location: 10 Peel Centre Drive, Brampton

Hours of work: 35 hours per week

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.

Responsibilities

Strategic Leadership & Vision

• 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: Responsible for analyzing digital marketing performance, website traffic, campaign effectiveness, and providing actionable insights for optimization.
• Customer Data & Insights: Responsible for managing customer data, developing customer segmentation, conducting predictive analytics, and generating actionable insights to enhance customer experience and drive business decisions.
• Service Peel: Responsible for running our customer support desk in a 24/7 operation.
• 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.

Data Management & Analytics

• 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.

Digital Marketing & Customer Experience

• 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.

Team Leadership & Development

• 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.

Qualifications

• 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.

Be bold. Think big. Join us.

Perks That Make Work Fun (and Your Life Easier)!

At Peel Region, we believe in taking care of you. Here's what you'll enjoy when you join our team:

• Top-Notch Benefits: Comprehensive Health, Dental, and Vision plan (yes, even psychological health coverage) — starting on your very first day!
• OMERS Pension Plan: Automatic enrolment to help secure your future with peace of mind.
• Vacation Time That Grows: Start with 3 weeks of vacation per year— because work-life balance is important!
• Personal Days Just for You: Enjoy 3 paid personal days and floating holidays to recharge whenever you need.
• Wellness First: Flexible hours to fit your lifestyle and prioritize your health and well-being.
• Performance Pays Off: Annual performance reviews with merit increases — your hard work is recognized and rewarded!
• Supportive, Respectful Culture: Work in an environment where leadership truly cares, and inclusivity is celebrated.
• Learning & Growth: Access to tuition reimbursement and tons of development resources to keep you growing — whether in your career or on a personal level.

We've got you covered — because we know happy, healthy people do their best work!

In this role, you'll benefit from the flexibility of a hybrid work arrangement that prioritizes meaningful in-person connection. A minimum of two days per week on-site is expected, with additional in-person presence as operational needs evolve. This arrangement allows for a blend of in person and hybrid work that adapts to support both organizational priorities and employee flexibility and is subject to change over time.

It's important to note that your off-site work location must be within the province of Ontario. This ensures that we're compliant with all regulations and policies. The Region of Peel offers job based flexible hours of work that allows employees to manage personal and professional responsibilities while at the same time ensures business operational needs and customer service expectations are achieved.

Interview: Our recruitment process will include video conference technology

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If this opportunity matches your qualifications and experience, please apply on-line.