Contact Information
FIMS Communications
Becky Blue
Email
519-661-2111x88493
FIMS & Nursing Building
Rm 2060C
Executive Director, Customer Experience - Regina Public Library - Regina, SK
Start Date: ASAP
Company Name: Regina Public Library
Position Title: Executive Director, Customer Experience (FULL-TIME)
Location: Regina, SK
Application Deadline: December 19, 2021
How to Apply: Please send a cover letter (quoting Reference #875-008) and resume in confidence to David Howes, Partner at WMC Executive Search at davidh@wmc.on.ca
POSITION OVERVIEW / QUALIFICATIONS
The Organization:
Regina Public Library (RPL) is a community gathering place where the joy of reading, discovery and lifelong learning is respected and encouraged. The programs, services and supports we provide help to build a strong community: one that values knowledge and understanding, and respects and upholds diversity.
The library of today offers a positive, dynamic meeting place in which people can interact and share ideas. It’s about learning, seeking knowledge and exchanging information. We assess priorities and provide resources to support the things deemed most important by our customers and our citizens.
RPL employs over 200 staff who provide high quality library services to residents of, and visitors to, Regina at nine locations throughout the city. So far in 2021, we have over 100,000 active library cards. Annual circulation is typically over 2 million.
In addition to a collection that includes books, films and music in traditional and digital media, our customers have access to hundreds of programs, art exhibitions, film screenings and cultural events each year. RPL’s service offerings continue to grow, and have recently expanded to include 3D scanning, printing and digitization services, laptop lending, a whisper room, new volunteer opportunities, and more.
The Opportunity:
As a member of the Executive Leadership Team, the Executive Director, Customer Experience will lead in the strategy, planning, and decision-making needed to create community services, spaces, and technologies that inspire discovery, learning, and connection. Reporting to the Library Director & CEO, the Executive Director, Customer Experience will support library staff and the board as champions of complex system-wide projects and oversee the effective and efficient management of services and budget. The Executive Director, Customer experience will lead, coach and develop directors and managers to serve the people of Regina through innovation, customer-centeredness, and community engagement. Areas of responsibility include Marketing and Communications, People and Culture, Collections, and Facilities Infrastructure and Services.
As a member of the Executive Leadership Team, you will:
• Participate in strategy, planning, and decision-making.
• Develop short- and long-range plans and proposals that meet the need for current and future service provision. Lead and collaborate on planning including the public consultation, research, development, analysis, risk management,
• implementation, assessment and evaluation, reporting, and communication.
• Sponsor and champion major or complex system-wide projects and report on results.
• Position RPL through advocacy and develop and maintain strategic connections and relationships with key external stakeholders and partners.
• Oversee the strategic, efficient, and effective management of resources.
• Recommend new or amended policies and procedures to the Library Director and CEO to ensure the effectiveness of RPL’s service mandate and to assure compliance to legislation, standards, and best practice.
• Directly manage assigned out-of-scope staff, having responsibility for recruitment, hiring, training, evaluation, discipline, termination, promotions, demotions, and determining performance-based salary increments. Lead, coach, develop, and manage the performance of subordinate directors and managers, each to their highest capability and capacity, including oversight of their management of both out-of-scope and in-scope staff.
• Lead the development and management of service and business planning processes.
• Prepare and recommend short- and long-term budget plans. Maintain budget control and monitor variances in all assigned areas.
• Act on behalf of the Library Director & CEO on an assigned basis with other Executive Directors to cover absences.
• Provide executive advisement on employee and labour relations issues.
• Represent the Library at events and in activities as necessary or assigned, including media relations.
With responsibility for Customer Experience, you will champion opportunities to consistently improve the RPL experience and drive customer retention and satisfaction by:
• Leading the Customer Experience team in developing and overseeing the Customer Experience strategy, supporting its alignment with the Library’s strategic plan and leading in the creation, oversight, and execution of a customer experience governance and implementation framework, focused on the optimization of library services as customer needs and environments change.
• Monitoring, analyzing, and recommending adjustments to staffing levels and assignments within assigned units.
• Mapping the customer journey and proactively identifying opportunities for continuous improvement and guiding the organization in the effective recognition and resolution of customer issues.
• Testing new strategies for driving customer value.
• Leading and developing Customer Experience initiatives in collaboration with internal and external stakeholders, advising on the development of strategies to integrate customer experience into operating models and delivery.
• Providing leadership and oversight in the development of strategies, plans, and operations of assigned units. Initial assignment includes: Library Collections, People and Culture (human resources). Facilities Infrastructure and Services and Marketing and Communications
• Participate actively in the operation of the Library through involvement on committees, work groups, and project assignments.
Knowledge, Skills and Abilities:
As an outstanding candidate, you have:
• Master of Library and Information Science from an ALA accredited program.
• Minimum of seven years of experience in a management and leadership role with diverse portfolios including proven leadership and management abilities in leading change in a unionized environment.
• Experience with complex and multi-disciplinary planning and implementation, and the leadership of cross organizational initiatives.
• Experience with and interest in board governed organizations operating in a policy governance framework.
• Preference for experience in library facility design, planning, and construction including the ability to read and understand mechanical, electrical, and structural drawings and their associated standards and codes.
The ideal candidate will possess:
• Proven facilitation and conflict management skills required to deal with issues arising both internally and externally and in individual and group settings.
• Proven ability to interact effectively with boards and board members, community members, and external stakeholders.
• Experience in the application of evidence-based decision-making.
• Ability to effectively communicate strategic advisement and influence decision-making at the most senior level.
• Ability to regularly, professionally, and positively represent the Library in external initiatives and discussions, in the media, at public events, and through presentations to the public and the library profession.
• An established track record as a politically astute, creative and innovative leader, comfortable working and collaborating across the organization.
• An established track record of inspiring others to strive for excellence and fostering positive organizational culture, being a gifted strategic thinker and communicator who builds high-performance teams.
• Extensive knowledge of public library services, including trends, technology, service innovation, customer experience, and finance and the proven ability to interpret trends, assess risk and benefit, recommend and execute a course of action.
• Experience and excellence in a collaborative leadership environment.
• Experience managing one or more of the following organizational functions: human resources; marketing and communications; facilities management; library collections.
We value:
• High quality customer service.
• Critical and analytical thinking.
• A drive to achieve continuous improvement in our management and leadership practice, and in our services.
• Problem-solving using logical, fact-based reasoning in an evidence-based decision-making environment.
• Team-players, collaborators, and strong and effective communicators who listen with empathy.
• Positive professional relationships with the public, external agencies, and each other.
• Equity, diversity, and inclusion.
Opportunity Package:
RPL has an inclusive and innovative work environment which offers a competitive salary ($112,383 to $160,526 per annum) and a generous benefits package, including 100% employer paid group benefits and five weeks annual vacation. Learning is one of RPL’s values and this is demonstrated through significant support for professional development.
Employees of RPL consistently strive for further refinement of service excellence and value to the community making it an exemplary service provider in Regina for over a century.
To Apply:
We want to learn about you and what you would bring to Regina Public Library. Interested applicants are invited to submit a resume and cover letter to:
David Howes, Partner, WMC Email: davidh@wmc.on.ca
