Manager, Communications & Customer Care

Utilities Kingston; Kingston; On-site; CAD 90,000 - 120,000; Full time

Job summary

Utilities Kingston in Kingston, Ontario, seeks a Manager of Communications & Customer Care to lead strategic communications, customer experience initiatives and stakeholder relations, safeguarding the organization's reputation while guiding service excellence.

You will develop and execute the communications strategy, coach a high‑performing team, manage digital and media relations, and partner with senior leaders to align outcomes with community priorities.

Qualifications

• Advanced knowledge of strategic communications and corporate reputation management.
• Experience advising senior leadership and leading initiatives.
• Knowledge of customer experience strategy and best practices.
• Familiarity with digital communications and accessibility requirements.

Responsibilities

• Develop and lead communications, PR and stakeholder engagement strategies to enhance reputation.
• Provide strategic counsel to senior leadership on corporate initiatives and risks.
• Oversee brand management, digital channels and external messaging for consistency.
• Build relationships with customers, media, government and community organizations.
• Lead Customer Experience Strategy and associated performance measures.
• Manage budgets and lead cross-functional initiatives aligning with corporate strategy.
• Coach and develop a high-performing customer-focused team.

Skills

Strategic communications

Public relations

Media relations

Crisis communications

Customer experience

Digital communications

Stakeholder engagement

Leadership

Project management

Education

Post secondary degree/diploma in Communications or related field

Job description

As Ontario's only multi-utility provider, we offer a comprehensive range of services, including water, wastewater, natural gas, electricity, and telecommunications - all under one roof. This integrated approach empowers us to deliver innovative solutions, exceptional customer service, and operational efficiencies that set us apart in the industry.

With over 150 years of commitment to the Kingston community, we work every day to provide the safe, reliable utility services our customers rely on. Our efforts go beyond keeping the lights on and the water flowing. We’re driving progress through projects that create lasting, positive change. At the heart of everything we do is our vision to advance our unique utility model to benefit our customers and build better communities.

At Utilities Kingston, we believe that strong communities are built by strong teams. By joining us, you'll be part of a collaborative and dynamic environment where your skills and ideas will contribute to enhancing safety, driving reliability, and building a resilient future for our community.

Primary Duties

The Manager of Communications & Customer Care is responsible for providing strategic direction and operational leadership across the Communications and Customer Care functions, safeguarding Utilities Kingston’s reputation while ensuring customers receive a consistently positive experience. The Manager develops and executes the communications strategy, builds strong relationships with stakeholders and manages reputational and regulatory risk. The incumbent will champion continuous improvement and ensure alignment with broader organizational goals.

Major Responsibilities:

• Develop and lead the organization’s communications, public relations and stakeholder engagement strategies to strengthen Utilities Kingston’s reputation and support corporate priorities.
• Provide strategic communications counsel to senior leadership on corporate initiatives, emerging issues and reputational risks, including leading media relations and crisis communications.
• Oversee corporate brand management, digital communications and internal/external messaging to ensure consistent, accurate and accessible communication across all channels.
• Build and maintain relationships with customers, media, government, community organizations and industry partners and lead the organization’s community sponsorship strategy.
• Monitor stakeholder feedback and public sentiment to identify opportunities, mitigate reputational risk and drive continuous improvement.
• Lead the development and implementation of the Customer Experience Strategy, including service standards, performance measures and resolution of complex or high-profile customer issues.
• Analyze customer feedback and service metrics to identify improvement opportunities and ensure customer insights inform organizational planning and decision making.
• Oversee customer affordability programs to promote awareness and ensure compliance with OEB requirements.
• Develop departmental business plans and allocate resources to align with corporate strategy, lead cross functional initiatives that advance organizational priorities and change.
• Provide strategic advice to senior leadership and represent the department on corporate committees and strategic projects, monitoring performance and industry trends to inform departmental direction.
• Lead, coach and develop a high-performing customer focused team, overseeing recruitment, onboarding, performance management and employee engagement.
• Promote a safe, healthy and inclusive workplace culture in compliance with health and safety legislation and corporate policies.
• Ensure sound governance and financial stewardship by managing departmental budgets, and ensuring compliance with corporate policies, applicable legislation and regulatory requirements.

Education, Certification and Other Qualifications Required

• Post secondary degree/diploma in Communications, Public Relations, Journalism, Marketing or related discipline
• 3-5 years’ experience in a Corporate communications or public relations role with responsibility for advising senior leadership and leading strategic initiatives

Knowledge, Skills & Abilities:

• Advanced knowledge of strategic communications, communications planning and corporate reputation management
• Advanced knowledge of public relations, media relations, issues management and crisis communications to lead responses to emerging issues
• Advanced knowledge of customer experience strategy, best practices and continuous improvement
• Advanced knowledge of digital communications, website governance and content management systems.
• Advanced knowledge of accessibility standards, inclusive communications and digital accessibility requirements (AODA and WCAG)
• Advanced knowledge of graphic design principles, branding standards and visual communications best practices
• Intermediate knowledge of privacy, anti-spam legislation and Ontario Energy Board customer service standards
• Intermediate knowledge of Occupational Health and Safety requirements as it relates to individuals, the organization, and operational requirements
• Advanced written communication, editing and content development skills to prepare reports, presentations and correspondence
• Advanced stakeholder engagement, relationship management and influencing skills
• Advanced leadership, coaching and performance management skills to lead and develop staff and build team capacity
• Advanced analytical, strategic planning and decision-making skills
• Advanced customer resolution and de-escalation skills to resolve customer, employee and stakeholder issues

Your resume and/or cover letter must clearly demonstrate how you meet the requirements of the position.

Appropriate accommodations will be provided as required by the Accessibility for Ontarians with Disabilities Act (AODA) upon request.

Utilities Kingston is committed to employment equity and we encourage applications from all designated group members. Our goal is a diverse, inclusive workforce that reflects the Kingston community.

Utilities Kingston thanks all candidates that apply; however, only those selected for further consideration will be contacted.