Senior Manager, Digital, Customer Service and Analytics

Job Description Senior Manager, Digital, Customer Service and Analytics Corporate Services - Communications Status: Regular Full Time Salary Range: $147,496.00 - $184,370.00 per annum plus comprehensive benefits Hiring Range: $147,496.00 - $165,933.00 + per annum plus comprehensive benefits Work mode: Hybrid* see below for more details about this work mode. Location: 10 Peel Centre Drive, Brampton Hours of work: 35 hours per day At the Region of Peel, we believe data is the foundation for exceptional customer experiences. As the Senior Manager, Digital, Customer Service and Analytics, you’ll lead the development and execution of a comprehensive data strategy that powers marketing, digital analytics, and customer insights. This is a unique opportunity to shape how we leverage data to deliver personalized experiences and business impact.

The Opportunity:

Reporting to the Director, Communications, you will oversee three critical functions: Marketing & Digital Analytics, Customer Data & Insights, and Service Peel (our 24/7 customer support operation). This role is ideal for a strategic leader who thrives on turning complex data into actionable insights, driving innovation, and building high-performing teams. You’ll collaborate across marketing, technology, and service teams to ensure alignment and integration of customer data initiatives that enhance engagement and loyalty.

What You’ll Do:

Strategic Leadership & Vision

• Develop and implement a holistic customer data strategy focused on acquisition, integration, analysis, and utilization.
• Identify emerging technologies and trends to keep the organization at the forefront of data-driven decision-making.
• Communicate strategy and insights effectively to stakeholders at all levels

Provide leadership to three key teams:

• Marketing & Digital Analytics: Analyze campaign performance, website traffic, and digital engagement.
• Customer Data & Insights: Manage data, develop segmentation, predictive analytics, and actionable insights.
• Service Peel: Oversee 24/7 customer support operations ensuring service excellence.
• Data Management & Analytics
• Oversee collection, storage, and governance of customer data ensuring accuracy, integrity, and compliance.
• Implement advanced analytics solutions including segmentation, predictive modeling, and visualization.
• Utilize insights to optimize marketing campaigns, communications strategies, and improve customer experience.
• Integrate NPS scores into analysis and reporting.
• Drive action-based planning and digital storytelling.
• Digital Marketing & Customer Experience

Partner with marketing teams to leverage data for targeted campaigns and personalization. Analyze digital performance and recommend optimization strategies. Align digital marketing efforts with overall data strategy. Service Peel Operations Manage daily operations of the call center, ensuring SLAs and KPIs are met. Forecast staffing needs, manage resources, and control operational costs. Monitor performance, implement quality assurance programs, and resolve escalations. Team Leadership & Development Recruit, train, and mentor team members across analytics and service functions. Foster a collaborative, high-performing environment. Conduct performance reviews and coach for growth.

What You Need to Succeed:

• Bachelor’s degree in Business, Marketing, Statistics, Computer Science, or related field; Master’s preferred.

10+ years in customer data management, analytics, or digital marketing. 8+ years leading and managing teams.

• Expertise in data analytics tools (SQL, Python, R, Tableau, Power BI).
• Experience with CRM systems and marketing automation platforms.
• Strong understanding of data privacy regulations (GDPR, CCPA).
• Excellent communication and presentation skills.
• Experience with NPS integration and digital marketing analytics platforms (Google Analytics, Adobe Analytics).
• Ability to thrive in a fast-paced, dynamic environment.
• Be bold. Think big. Join us.

Perks That Make Work Fun (and Your Life Easier)!

At Peel Region, we believe in taking care of you. Here's what you'll enjoy when you join our team:

• Top-Notch Benefits: Comprehensive Health, Dental, and Vision plan (yes, even psychological health coverage) — starting on your very first day!
• OMERS Pension Plan: Automatic enrolment to help secure your future with peace of mind.
• Vacation Time That Grows: Start with 3 weeks of vacation per year— because work-life balance is important!
• Personal Days Just for You: Enjoy 3 paid personal days and floating holidays to recharge whenever you need.
• Wellness First: Flexible hours to fit your lifestyle and prioritize your health and well-being.
• Performance Pays Off: Annual performance reviews with merit increases — your hard work is recognized and rewarded!
• Supportive, Respectful Culture: Work in an environment where leadership truly cares, and inclusivity is celebrated.
• Learning & Growth: Access to tuition reimbursement and tons of development resources to keep you growing — whether in your career or on a personal level.
• We’ve got you covered — because we know happy, healthy people do their best work!

In this role, you’ll benefit from the flexibility of a hybrid work arrangement that prioritizes meaningful in-person connection. A minimum of two days per week on-site is expected, with additional in-person presence as operational needs evolve. This arrangement allows for a blend of in person and hybrid work that adapts to support both organizational priorities and employee flexibility and is subject to change over time. It's important to note that your off-site work location must be within the province of Ontario. This ensures that we're compliant with all regulations and policies. The Region of Peel offers job based flexible hours of work that allows employees to manage personal and professional responsibilities while at the same time ensures business operational needs and customer service expectations are achieved. Interview: Our recruitment process will include video conference technology Kindly ensure to regularly monitor your spam and junk email folders, as important communications regarding your application may be directed there. If this opportunity matches your qualifications and experience, please apply on-line. About Us Peel Region consists of the cities of Brampton and Mississauga, and the town of Caledon. Peel Region delivers essential services to more than 1.5 million residents and approximately 200,000 businesses. We’re working to create a community that is safe, inclusive, and accessible. A place where everyone feels they belong and can access the services they need to thrive throughout each stage of life. Our workforce is 6,700 strong and since 1974, we’ve been delivering a wide range of resident focused services. Our services include paramedic services, health programs, long-term care and services for seniors, child care support, garbage collection and recycling, waste water and water treatment, road maintenance, financial assistance, and housing support. Recognized by Canada's Healthy Workplace Month® with the Great Employer Award presented by Excellence Canada, Peel Region is a place where everyone feels they belong. We strive to develop a workplace that values and respects diversity, practices inclusion, recognizes the unique contributions and abilities of all people and facilitates innovative thinking. At Peel Region, people come first. Each employee has an important role within our community and when we work together, it’s impactful. We encourage you to join us in delivering essential services and programs to our diverse community. You won't find a better opportunity than Peel Region. Additional Information Peel Region is committed to a diverse and inclusive workplace where everyone is respected and valued for their contributions, and where everyone is treated fairly and has opportunity to grow and develop. As one of the most diverse regions in Canada, we are committed to establishing a qualified workforce that is reflective of the population we serve.Peel Region is committed to providing accommodations throughout the recruitment process, upon request. If you require accommodation, please notify us and we will work with you to meet your needs. Accessible formats and communication supports are available. Please contact zzg-hrtalentacquisition@peelregion.ca Please be advised, Peel Region uses email to communicate with applicants for open job competitions and does not use AI technology in any part of the recruitment process. It is the applicant’s responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence via email (i.e., testing bookings, interview dates), it is imperative that applicants check their email regularly. If we do not hear back from applicants, we will assume that you are no longer interested in the position and your application will be removed from the competition.