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Manager, Customer Experience & Communications

The Corporation of Haldimand County

Job Description

An exceptional lifestyle is calling...
Located on the Niagara Peninsula in Southern Ontario, Haldimand County is home to the waters of Lake Erie and the renowned Grand River. A single tier municipality with a population of 46,000, Haldimand County boasts diverse urban and rural communities, affordable housing and an outstanding quality of life.

Haldimand County is currently seeking a Manager, Customer Experience & Communications. In this unique role, you’ll oversee a newly created business unit dedicated to internal and external customer service excellence, corporate communications and citizen engagement initiatives. You are a collaborator and possess the skills and ability to build internal and external relationships, along with demonstrated experience advising and influencing outcomes. Your innovative outreach techniques and your sound knowledge of technology based solutions will be critical to developing a corporate framework that will guide the municipality in providing outstanding customer experiences. You possess exceptional communication and leadership skills and a solid understanding of public service expectations. You have a natural inclination to resolve customer concerns while maintaining a high level of professionalism. You think innovatively and critically, and analyze communication and customer experience trends with a goal of continuous improvement. The ideal candidate will have a post-secondary education in a relevant field and/or equivalent progressive management experience working in Service Excellence, Customer Experience, Communications or other related fields in the public or private sector.

Key Areas of Responsibility:
Reporting to the General Manager, Corporate & Social Services, you will:
  • Oversee the development of proactive corporate communications and customer service strategies ensuring that these are designed to enhance the County’s presence and reputation with key stakeholders (citizens, businesses, external organizations and senior levels of government), highlighting the County’s brand, positive community impact, and commitment to citizen centered service.
  • Plan and provide leadership for the implementation of integrated citizen engagement, customer service and communications initiatives to improve and enhance the perceptions and experiences of customers.
  • Drive the ongoing development of a customer service culture across the organization, supported by effective policy and process frameworks and responsive customer service systems.
  • Manage corporate accessibility and licensing matters in accordance with applicable legislation while maintaining a positive customer impact for participants.


For this challenging role, we are seeking someone who has the following:
  • University degree relative to area of responsibility (i.e. public relations, communications, business administration, public administration)
  • A minimum of 5 years current related experience
  • Additional training in facilitation techniques is an asset
Or equivalent to the above.
For a complete list of the knowledge and skills required and the responsibilities of the position, please review the full job document at the link below.
$110,063 - $123,807 annually plus a comprehensive benefits package.

How To Apply

Please submit your application before end of day May 24, 2021.

To apply, or to view the full job description, visit Employment / Careers at
The Corporation of Haldimand County Logo
Contact For This Position
The Corporation of Haldimand County
53 Thorburn Street South
Cayuga ON N0A 1E0

Telephone: (905) 318-5932

Company Website: View
Job Location
Cayuga ON
Job Level & Type
Senior Level
Full Time Permanent Staff Position
$100,000 - $149,999
Listing To Be Posted Until
May 25, 2021
Apply on company website