Senior Manager, Customer Relations

Reference Number :
28070_042021

Status :
Permanent – Full time

Job Category :
Communications/ Marketing

City :
MONTREAL

Province :
Quebec

Annual Salary / Hourly Rate :
91 186 – 113 983

Number of positions to be filled :
1

Application Deadline: :
2021-05-19

Description :
Reporting to the Director, VIA Customer Centre & Customer Relations, the Senior Manager, Customer Relations is responsible for developing and implementing strategies to improve customer satisfaction. Hi ensurea that customer interactions are aligned with the Corporation’s accessibility and privacy obligations and recommend necessary adjustments. Finally, he helps protect VIA’s brand image and advise corporate stakeholders in this regard.

Responsibilities :

• Manage a team of professionals: set goals, timelines and priorities, provide coaching, give performance reviews and develop skills;
• Develop and track key performance indicators, propose continuous improvement strategies and personally follow up on sensitive issues on behalf of VIA, its executives and its CEO;
• Actively contribute to cross-sectoral working groups by evaluating the impacts of customer satisfaction initiatives and the risks to VIA’s reputation, and operationalize the initiatives that result from these evaluations (e.g., internal and customer communications strategies);
• Represent VIA with external bodies and interest groups and operationalize decisions made by these groups;
• Develop customer service policies and procedures;
• Develop and analyze relevant reports in order to better gauge and prioritize issues and better advise business units.

Requirements :

• Bachelor’s degree in communications or a related field;
• 10 years of relevant experience in a customer relations role and 5 years of experience in management;
• Extensive knowledge of federal regulations (human rights, accessibility, privacy);
• Strong communications skills, both verbal and written, in both official languages;
• Excellent interpersonal skills and ability to persuade others.

VIA Rail thanks all applicants for their interest, however only those selected for an interview will be contacted. VIA Rail is an employment-equity employer and encourages all qualified candidates to apply. VIA Rail Canada is proud to be a military friendly employer.