Director, Communications & Stakeholder Experience / Burlington Hydro

Director, Communications & Stakeholder Experience

About the Role: This senior leadership role is responsible for the strategic development, enhancement, alignment, and coordination of our corporation’s stakeholder experience and communication plans and programs, including those of any affiliates such as Burlington Electricity Services Inc.  Reporting to the EVP, Corporate, the Director will lead the development and execution of corporate communication and customer service strategies aimed at enhancing our brand with both internal and external stakeholders. This position also oversees the planning, development, and implementation of customer communications, ensuring a seamless stakeholder experience.This position is primarily onsite, but we offer flexible working hours and the opportunity to work from home one day a week.

Core Responsibilities:

• Manage the corporate communications and customer service departments
• Recommend and develop corporate communications and customer service strategies and budgets that align with the overall corporate strategic plan and key initiatives.
• Provide strategic internal/external communications and marketing expertise related to business strategies, public/media relations, marketing, customer communications, brand management, and employee communications.
• Serve as the senior leader for issues management and crisis communications, ensuring alignment of messaging.
• Ensure customer service KPI’s are met according to OEB and company standards
• Work with the Customer Experience Manager and other people leaders to ensure customer accounts are maintained and issues around payments, billing, and operations are resolved in a timely manner.
• Advise and support senior executives and business units on communications strategies to improve stakeholder engagement and the overall customer and employee experience.
• Lead significant initiatives involving diverse stakeholders and develop recommendations for key organizational communications challenges.
• Implement and coordinate internal communications activities using various tools, including intranet, newsletters, and social media.
• Develop and lead digital marketing and communication strategies, reporting on their effectiveness using data analytics.
• Oversee media relations activities, including media monitoring, key message development, press releases, and event organization.
• Serve as the official company spokesperson and webmaster for the corporate website, ensuring content accuracy and relevance. Lead a website redevelopment project.
• Manage the production of corporate communications materials, including the annual corporate report, executive speeches, and presentations.
• Lead brand management efforts, ensuring alignment with corporate vision and values.
• Build and maintain strong relationships with media, industry contacts, community partners, and customers.
• Proactively lead community engagement and customer care initiatives through effective communications and events.
• Manage a team of professionals, fostering a collaborative and high-performance culture.

Qualifications:

• Minimum of 7-10 years of relevant experience in Communications or Public Relations, combined with senior leadership or management experience.
• Degree in Communications, Business Administration, or a related field; a master’s degree is an asset.
• Experience in strategic development of customer experience and communication strategies.
• Experience in the electricity industry and regulatory environment is an asset.
• Familiarity with energy transition, conservation/demand management initiatives and distributive energy resources and projects.
• CMP or SCMP certification is an asset.
• Strong critical thinking and problem-solving skills.
• Knowledge of energy services/distribution industry and operations is a plus.
• Excellent organizational skills and the ability to manage multiple priorities.
• Exceptional communication skills, with the ability to influence and engage diverse audiences.

Personal Attributes:

• Positive, solutions-oriented approach with a strategic mindset.
• Strong personal presence and influence, with the ability to drive organizational change while respecting boundaries.
• Self-driven, independent, and collaborative team player.
• Inclusive and respectful, with strong interpersonal skills and the ability to build relationships across diverse backgrounds.
• Resilient under pressure, with the ability to meet deadlines and manage multiple projects.
• A well-rounded innovative professional with a balance of strategic leadership and day-to-day management capabilities.
• Ability to establish credibility, influence stakeholders, and make decisive decisions that align with the organization’s priorities.

What We Offer:

• Competitive salary and benefits package
• Opportunity to work with a dynamic and growing organization
• A collaborative and inclusive work environment
• Professional development and career advancement opportunities

Who We Are:

We rely on the skills and abilities of all our employees to assist us in reaching our mission, goals and objectives. We put high emphasis on our Core Values (Burlington Hydro - Core Values) and expect all employees to act consistently in accordance with those Values. 

Our commitment to delivering quality service and providing a safe work environment governs all our daily activities. Each member of our team has a responsibility to help one another achieve success, and satisfaction on the job. Vision and strategy are vital, but it's our people who create value.

For more information about Burlington Hydro please visit: Burlington Hydro - Home

How to Apply:

Qualified applicants are invited to submit their resume by clicking here. The deadline to apply is September 16, 2024.

We thank all applicants for their interest, however, only those candidates selected for an interview will be contacted.

Diversity & Inclusion: Burlington Hydro Inc. is committed to creating an inclusive workplace and we encourage candidates from diverse backgrounds, experiences, and those who may need accommodation to apply to join our team. Our commitment to excellence in diversity goes beyond promoting equity. By incorporating a variety of experiences and perspectives, we create opportunities for innovative solutions and maximize the impact of our work.

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Burlington Hydro Inc. will provide accommodations to applicants with disabilities throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources staff of the nature of any accommodation(s) that you may require.