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City of Kingston
Kingston, ON

Director of Communications and Customer Experience


Position Summary
The Director of Communications and Customer Experience will be a high energy, creative strategist operating in a dynamic work environment, who is responsible for managing the successful implementation of corporate-wide communications, customer service, marketing and public engagement strategies to ensure the public, employees, businesses, institutions, media and others have a clear understanding of the City of Kingston’s vision, priorities, programs and messages. The Director will help shape the City’s internal and external branding and culture through effective communication and marketing strategies.

This position will support the strategic vision of the City of Kingston by managing the integration of internal and external communications for all aspects of City business at the most senior and strategic level.

The Director will develop, implement and evaluate corporate communication strategies that are aligned with strategic priorities and planning activities. Using well developed leadership skills, the Director will oversee a communications team that provides best fit communications strategies, processes and tools to support marketing, advertising, branding, and communication activities which include the use of the City website and social media. Bringing varied experience and skills, the Director’s creative and collaborative approach will ensure effective policy and program development and execution with performance metrics and customer service standards.

Acting as a senior consultant to the CAO and senior management team, the Director will assist senior management team to develop, implement and evaluate an effective communications approach to strategic projects and initiatives. The Director will advise senior management on mitigation of emerging and potential internal/external issues, and will ensure that messages are consistent. The Director will assist with issues management, public relations, act as the public relations lead during emergencies, and ensure the City’s corporate and visual identity is managed proactively and professionally. Building rapport and relationships both internally and externally will help the Director to champion change and to implement proactive communication planning activities across the organization. An innovative and strategic approach will engage citizens, stakeholders and employees as the Director facilitates the enhancement of the internal systems and processes to support robust communications services.

Qualifications, Competencies
A senior level communications professional with 7 years of proven corporate and/or government communications experience;

Post-secondary degree in Public Relations, Communications or in a related field, including exposure to business administration and financial management;

Consideration may be given to an equivalent combination of a post-secondary education (diploma or degree) training, and relevant experience;

Experience in the development and implementation of customer experience strategies;

Experience must include senior-level strategic communications and issues management experience in the public sector, and experience in digital/social media programs;

Experience with a multiple site organization is an asset;

Required to obtain and maintain satisfactory CPIC (Criminal Record Check) at own expense; and

Must demonstrate corporate competencies: Customer Focus, Results Orientation, Integrity, and Teamwork. 

Skills, Abilities, Work Demands
Strategic communications planning with understanding of legislation, standards and practices with ability to lead change;

Recognized communications industry leadership;

Demonstrated leadership, decision making, team building skills and ability to drive and execute for high quality results;

Public Engagement experience and proficiency;

Highly organized and ability to manage multiple priorities at the same time;

Ability to inspire confidence of others with a collegial work style;

Excellent judgment and use of discretion astute political awareness, and ability to assess and manage matters requiring confidentiality;

Strong mediation and negotiations skills; able to resolve difficult situations while demonstrating tact and diplomacy in a politically sensitive environment;

Experience in development and administration of annual and multi-year work plans, developing and managing budgets and people, establishing and leading projects and in setting strategies, policies;

Proficient computer skills; and

Flexibility and ability to work outside of regular business hours. 

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Additional Details

Code: NU328
Category: Advertising / Marketing
City of Kingston
216 Ontario Street
Kingston, ON, CA
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Tags: municipal government, strategic communications
Posted: Jan 27, 2017
Closing: Mar 01, 2017
Type: Full-time
Experience: Senior
Compensation: $91,072 - $124,360 / year
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