Director, Communications & Stakeholder Experience / Burlington Hydro

at  The MEARIE Group

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. The position is primarily to work onsite but we do offer flexible working hours and work from home one day a week

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.

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

• 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.