Find your next role

The Director, Integrated Marketing, reporting to the Vice President, Customer Experience, has overall responsibility for the Northwestel Integrated Marketing Team. The Director is responsible for developing the strategic marketing direction for all customer segments including the development and implementation of tactics and policies that will achieve the organization’s desired direction and goals. Additionally, the Director is responsible for leading and evolving our customer engagement strategies. These strategies cross all digital platforms, including email, websites (including support pages), apps, IVR, and knowledge bases to deliver unified, holistic, customer experience.

This position must ensure a consistent image is projected to all stakeholders, build awareness and support among all audiences, support subscriber and revenue growth targets, positively influence public perceptions, and build employee trust and credibility.

As a member of the senior management team this position is responsible for an operating budget of over $2.5 million and manages a team of up to 15 employees.

This position leads a combination of senior managers and Marketing managers, typically within the areas of Customer Service, Marketing and Communications.

Employment Equity

Northwestel values diversity in the workplace and is committed to the goals of Employment Equity. We strive to achieve a skilled workforce that is representative of the population we serve, and as a Northern company, we are committed to the employment and career development of our Indigenous peoples. Please clearly indicate on your application if you are an Indigenous person, a woman, a person with a disability, or a visible minority if you wish to receive hiring preference.

Specific Accountabilities

• Leadership, mentoring and coaching of the Integrated Marketing team, with specific focus on increasing competencies and capabilities. Continue to drive evolution from internally focused to customer focused organization with emphasis on coaching, strategic thinking, market knowledge and customer knowledge.
• Develop and implement marketing plans to better position Northwestel as the leading communication solution provider in the north. This includes leveraging digital channels and tools to increase exposure to and business from the target audiences.
• Develop and implement digital customer journey strategies that deliver on the corporate Customer Experience vision, driving positive change to processes that improve the client experience, grow revenue, and reduce costs - a triple win for customers, employees, and shareholders.
• Demonstrate dynamic leadership, building powerful leadership teams and customer centric cultures through performance management, metric-based decision making, leadership development, communication, and recognition. Model an open, challenging, and participative approach to identifying and resolving service issues. Build operational talent to ensure strong succession planning and the future growth of leaders within the business unit
• Work with the Customer Service Operations team to implement channel and support strategies that minimize costs of customer acquisition and support, while maximizing customer experience at every level.
• Work with B2B channels to support a strong take to market program that drives revenue and customer acquisition.
• Develop, own and maintain a strong sense of market knowledge, customer knowledge and competitive knowledge. Establish a methodology/program that engages the company in this process and creates knowledge transfer to maximize decision making at all levels.
• Plan and direct all public relations activities of Northwestel. Develop and maintain proactive media relations programs by identifying and anticipating all media relations opportunities and issues and determining the most effective approach to information dissemination. This requires close and ongoing liaison both internally at Northwestel and externally with all media representatives. Act as prime media liaison, either as primary contact or providing support to designated spokesperson(s).
• Work cooperatively with key stakeholder teams to develop a process for execution of highly effective marketing campaigns. Will include development of an annual communications calendar, and process for launching customer-focused marketing campaigns. Assist team in post-campaign analysis that incorporates learnings and results to improve future communication activities.
• Participate in corporate strategic planning and participate in the development of the revenue and subscriber targets across market segment.
• Manage the implementation of digital marketing programs and analyze their effectiveness as well as actively maximizing SEO to ensure tactics are strategically aligned with Northwestel’s goals.
• Establish effective relationships with external creative and media buying agencies to extend depth of resources available to Northwestel.
• Participate fully in our organizational health and safety programs, adhering to all safe work practices and procedures and staying focused on continuous improvement. In addition, ensuring all Accident Prevention Program (APP’s) training, all Code of Business Conduct (CoBC) training, and all other Occupational Health and Safety (OHS) training are completed on time.
• Timely completion of all administrative tasks including, but not limited to time reporting, expense reporting and submission of corporate card statements, as applicable.

Knowledge And Skills Required

This position requires a university degree with seven to ten years of progressive Marketing experience in the telecommunications industry, preferably across customer segments. Experience must include three to five years of people leadership and a demonstrated ability to build internal and external relationships. Exceptional communication skills are necessary for success in this position as well as a clear understanding of the many communication vehicles and the effectiveness of each. Awareness of cultural, regional, political and community issues is critical to allow the individual to reach the varied audiences and customers of Northwestel. Knowledge of the elements of a health & safety program will be considered an asset.

Nature And Scope

This position is responsible for the Integrated Marketing Team. The position develops and implements the strategic marketing, communications and customer experience direction for the company. The Director must work with customers and with various individuals and departments throughout the organization to ensure revenue/profitability is maximized, and to ensure that the company is properly positioned to satisfy customers and deal with competition, both now and in the future. A large part of this role is developing good working relationships with other senior leaders across Northwestel. The Director must share strategic plans, discuss needs and requirements, and develop implementation plans that work for all departments involved; as well as develop good working relationships with peers in the industry. This position must recognize new marketing opportunities and implement plans to drive revenue and market share while maximizing profitability and strategic positioning. This requires a thorough understanding of customers and of Northwestel’s organizational processes.

The position must also be very sensitive to the confidentiality requirements of the role and department and appropriately assess what information may be disclosed or not disclosed to other areas of the company.

Internal contacts include: AVP Sales, Product Management for ongoing strategic and market execution discussions, and planning, Director Finance for strategic planning, forecasting, profitability and revenue analysis, Director Government Relations for market and strategic issues, including corporate giving strategies, Director, Customer Experience Innovation for project resourcing, planning and process optimization, Executive Team executive for ongoing issues.

External contacts include other companies in our industry for the exchange of information to better understand the strategic direction of the industry; Consultants for specific services such as segmentation and information analysis; Customers for engaging with and gathering information from regarding their needs; Suppliers to gather information regarding trends/offerings; and agencies to help develop campaigns.

Working Conditions

This position requires periods of sustained mental concentration. This includes coaching individuals one-on-one and presenting to groups (i.e. the enterprise team, other departments, the senior team, the executive team), as well as various written report requirements. It also requires the ability to manage numerous initiatives with frequent interruptions. In addition, the position requires travel up to once a month.

What We Offer You

• Health & Wellness Benefits, Pension Plan, Discounts

• Team Incentive Bonus

• Paid Vacation with a Vacation Travel Allowance

• Work-Life Balance

• Community Involvement

Closing

Applications will be reviewed as they are submitted. Posting will remain active until the position is filled.

As a safety conscious COR™ Certified organization, we have an established and comprehensive safety program. We expect all employees to participate in our organizational health and safety programs, adhering to all safe work procedures focused on continuous improvement.