The Law Society of Upper Canada

Team Lead, Marketing and Customer Service, Continuing Professional Development, Professional Development & Competence

CA-ON-Toronto
Job ID
2017-1451
# Positions
1
Job Type
Full Time
Years of Experience
5
Term
Permanent

OVERVIEW

JOB PURPOSE:

 

The Team Lead, Marketing and Customer Service, CPD is responsible for the marketing and sales of CPD programs and post-program on demand products, and the customer service functions supporting the sales and delivery of our programs and products through our e-commerce platform.  The Marketing and Customer Service Team Lead works closely with the CPD Counsel, Systems, and Coordination teams to ensure that our programs and products reach their target market and our sales objectives are met.  They are responsible for the timely and accurate reporting and analysis of the results of these activities.

  

QUALIFICATIONS REQUIRED:

 

  • A University degree or equivalent education and training in the areas of customer service, e-commerce, marketing, and promotion.
  • 5 years’ with progressive related experience, including educational product marketing (preferably in the legal market), customer service, e-commerce, and building and maintaining work relationships with volunteer professionals and others.
  • Solid understanding of best practices with respect to principles and application of continuing professional development and adult education.
  • Solid knowledge of product production, marketing and sales.
  • Familiarity with personal computers and related software applications.
  • Knowledge of the impact of technology on all aspects of education, such as online programs and courses.
  • Understanding of database management.
  • Develops and applies complex information.
  • Reasons through complex written and spoken information.
  • Expressive and persuasive in both spoken and written language for individual and/or group situations.

 

 

KEY ACCOUNTABILITIES

Client / Customer Service Planning - Marketing

 

  • Supervises the planning and execution of strategies and activities to promote CPD programs and on demand resources to lawyers and paralegals in Ontario. 
  • Overseas the development of the annual marketing plan for the promotion of CPD programs and products, and manages all aspects of marketing, communications and promotion activity to meet organizational goals. 
  • Monitors and analyzes sales and marketing results, and helps to determine requirements and positioning for current and future products. 
  • Makes recommendations regarding pricing, branding and bundling of CPD programs and resources. Liaises with IT regarding e-mailing, database and data warehouse issues.  

Client / Customer Service Delivery - Customer Service

 

  • Oversees the registration process and works closely with our Specialist, Website & Systems, CPD to ensure that our members can register and make purchases efficiently. 
  • Handles escalated client service and liaises with IT regarding e-commerce system issues affecting CPD transactions and product access. 
  • Manages and supports workflow to ensure efficient, effective work processes in the delivery of professional development programs and product fulfillment. 

Financial Responsibility

 

  • Maintains responsibility for the Marketing and Advertising budget, making recommendations as to how the available budget should be spent and ensuring that CPD’s marketing budget is not overspent. 
  • Provides analyses and progress reports to the Manager, CPD. 
  • Overseas the selection of suppliers to support the activities of the marketing unit and manages the purchasing process. 

People Leadership

 

  • Hires, trains, develops and evaluates employees accountable to the position in accordance with the policies of the organization and the best human resources practices. 
  • Fosters a positive work environment by clarifying goals, building commitment, strengthening collective skills and encouraging creativity and problem solving within the CPD unit. 

Policy

 

  • Assists in developing business policies and procedures to ensure that the CPD unit runs smoothly and effectively.
  • Monitors the impact of policy decisions on the operation of the CPD unit’s marketing and customer service areas. 

Team Membership 

 

  • Participates with other members of the CPD unit to support and promote innovative programs and resources for lawyers and paralegals.
  • Helps to initiate change and break down resistance. Participates in special project teams as required. 

Performance Goals, Targets and Standards

 

  • Assists the Manager, CPD to establish goals and strategies for the CPD unit that will enable the staff to achieve the organization’s targets and standards.
  • Consistently monitors the market to ensure that the standards and systems established for the CPD unit are consistent with the needs of the legal professions in Ontario. 

Relationship and Alliance Building

 

  • Develops and maintains a vital network of contractors, suppliers, and other contacts to support the CPD unit’s programs and products. 
  • Develops and maintains working relationships with staff in other departments of the Law Society and with external colleagues, including other CPD providers, suppliers, sponsors and exhibitors, and others.

 

COMPETENCIES

Service Orientation

 

The requirement to maintain a high standard of commitment, ethics, respect, care in service delivery to clients (internal and/or external).

 

Communication and Interpersonal Skills

 

The requirement to structure and deliver effective verbal and written communication with clients, staff, licensees, the public, and others in a non-threatening and constructive way.

 

Team Orientation

 

The requirement to share responsibility for the achievement of team goals and the associated behaviours required for individuals to contribute effectively in a team environment.

 

Continuous Improvement

 

The requirement to demonstrate an attitude that consistently strives to improve a standard of excellence for one’s self and for the benefit of the organization, its licensees and stakeholders.

 

Problem Solving and Judgement

 

The requirement to identify and analyze problems, determine root causes, evaluate alternative solutions and take and/or recommend appropriate solutions.

 

Technical Competence / Professional Knowledge

 

The requirement to apply knowledge and skills to carry out the work and/or provide advice. This also includes the quality of advice given, as well as the requirement to make decisions in the best interests of the organization as a whole.

 

Embracing Change

 

The requirement to work towards and embrace change in the workplace.

 

People Leadership

 

The requirement to behave with integrity, credibility and honesty when dealing with others, as well as the requirement to grow and develop employee capabilities.

 

 

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