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Sr. Manager, Service Communication

Toronto, Ontario
The Service Communications team, supporting all consumer brands, is looking for a Sr. Manager, Service Comms to join the team.  This role will support the team in the delivery of our Direct-to-Consumer (D2C) service communication campaigns through the development, continuous improvement and implementation of gating and governance processes.  It will also lead and support planning of key strategic initiatives and project deliverables to help the team evolve and grow, to help reach their goal of becoming the organization’s service communications centre of excellence. 

  • Develop a full-service communication strategy
  • Define service communication roles and responsibilities
  • Conduct an audit of service communications across the organization and develop plan to migrate all to this team
  • Develop and execute all aspects of the governance process and gating funnel:
  • Utilize process mapping knowledge to document current processes, highlighting opportunities and improvements
  • Collaborate across the organization to integrate with related processes and forums
  • Build and manage prioritization framework, and approvals matrix
  • Create and maintain documentation; brief, project tracker, program issue and improvements log.  Drive these changes throughout the organization.
  • Revise all copy guidelines and rules, provide improvement recommendations
  • Build the team’s customer experience voice:
  • Manage the effective resolution of escalated issues relating to program and process improvements, communicating to partner teams and leadership across the organization 
  • Ensure all communications have a consistent tone of voice and follow brand guidelines
  • Challenge experiences and touchpoints as campaigns are briefed and governed
  • Formulate solutions and recommendations for final decision making
  • Build initiatives and artifacts to drive team visibility, and communicate goals, objectives and scope – both internally and externally 
  • Engage with senior managers to develop and manage annual priorities and roadmap
  • Drive efficiencies in several large programs that impact service comms

  • 7-10+ years of experience in a Marketing Communication, Communications or Governance and Planning team
  • Experience running large cross functional teams/programs
  • Strong project management, negotiation and facilitation skills
  • Knowledge regarding writing communications, communication tactics, processes, and related timelines.
  • Possess an innovative, problem-solving and solutions-oriented mindset
  • Takes ownership, initiative, shows sense of urgency and is self-directed
  • Strong communication and organizational skills, can build strong decks
  • Team player with strong interpersonal skills with the ability to train and lead peers through processes and meetings
  • Post-Secondary education, in Business, Marketing or related
  • Proven ability to manage relationships across an organization 
  • Comfortable working in a fast-paced, dynamic environment

  • Project Management Professional (PMP) or other industry recognized project management certification is an asset
  • Telecom industry experience considered an asset
  • Customer Based Management (CBM) exp.
  • Product Management experience
  • Experience from consulting industry
  • Experience from either corporate (Manager level) or Agency background (i.e. Director level)

Mandatory Skills:       
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