Position Summary - OTEC

DIRECTOR, LEADERSHIP & SERVICE EXCELLENCE SOLUTIONS

ORGANIZATION OVERVIEW: A leading organization in the Tourism, Hospitality and Service sector with expertise in Customer Service and Leadership Training and Community Workforce Development, OTEC is an independent, not-for-profit Training, Consulting, and Workforce Development organization delivering innovative, high quality solutions for the development and growth of a professional, skilled workforce. As a Centre for Service and Leadership Excellence, we support our clients in attracting, retaining, and developing high performing employees and becoming service-focused businesses and tourism destinations. Originally created to serve the tourism education and skills training needs of Ontario’s Tourism and Hospitality Industry, today OTEC is the premier source for customer service strategy, standards, and training; leadership development programs; academic curriculum; pre-employment programs; and customized, facilitated, blended, and online training programs for a wide range of tourism, hospitality and service-focused industry sectors including healthcare, retirement, retail, financial services, transportation and real estate.

POSITION SUMMARY: A senior level business development and consulting position for this small but expanding , entrepreneurial, organization, the Director, Leadership & Service Excellence Solutions will be driven by the ability to grow OTEC’s markets, effect change within a not for profit environment, and make a difference for the clients we serve. This is a results-driven and sales-oriented individual who understands consultative selling for training or B – B human capital, or service-related products and services. This role directs business development for OTEC’s private and not for profit business clients in Canadian and international markets. An experienced customer service oriented and leadership professional, the ideal candidate has the proven experience, expertise and track record to develop customer service and leadership strategies, direct projects, and facilitate solutions for our clients in collaboration with the Director Learning & Leadership Excellence and the Vice President, Projects & Partnerships. This is a progressive position with the opportunity to be promoted to a V.P. role within OTEC.

RESPONSIBILITIES:  

Develop and implement short term and long range strategies and tactical initiatives to drive sales in the applicable business sectors to ensure market share growth and customer retention. Develop, lead, motivate and coach a small Business Development & Client Services team in order to support and grow existing OTEC business and acquire new accounts in order to achieve or exceed sales objectives while fostering exceptional team engagement. 1

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Direct all sales planning efforts including managing and administering prospects, development responsibilities, account lists and associated quotas. Partner with applicable internal resources on required proposals, business pricing and contracts. Establish budget forecasts, metrics and objectives for the Sales, Marketing & Client Services Team. Monitor performance against these objectives to ensure continuous improvement of team member activity and results. Ensure that sales strategies support the organizational objectives and will generate surplus and long term growth. Manage the resolution of sensitive customer requests and issues where necessary. Develop and manage partnership relationships and strategic alliances. Develop and maintain excellent relationships with the various sectors, sales channels and other functional areas including managing lead distribution and channel conflicts. Ensure quality execution of programs and projects with available resources. Develop and manage budgets and monitor expenses. Work with Business Development, Marketing & Client Services Team to manage customer relation management systems, databases, sales & promotion activities, & administrative support as required. Perform other related work and special project duties as required.

COMPETENCIES AND SKILLS:              

Strong customer service orientation and leadership expertise with ability to develop service and leadership strategies for clients. Experience doing needs assessments and selling training, H.R. services, consulting solutions, leadership products, or business tools into tourism, healthcare, financial services, retail, call centre, or services sector ideal. Driven, results oriented individual with proven track record in delivering results in the B to B environment for soft skills training, human capital solutions, or services. Proven ability as a successful relationship builder in the service sector. Excellent communication skills and ability to deliver presentations to clients and stakeholder groups or at conferences. Demonstrated ability to deliver superior sales results in a sales environment. Proven leadership and strategic thinking capabilities with the ability to articulate corporate strategy and the sales management mission to motivate department members and team to achieve the sales goals. Excellent understanding of market trends and competitive issues. Excellent oral and written communication skills. Proven ability to prepare and deliver professional documents and presentations to all levels of an organization and to clients. Excellent problem solving and negotiation skills. Exceptional interpersonal skills and team player. Creative, energetic and outgoing. Budget management, forecasting, contracting, and strategic planning experience. 2

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Proven and successful experience writing proposals and responding to RFP’s. Excellent project management skills and ability to direct projects. Excellent computer skills, i.e. MS Word, Outlook, Excel, Styles, and PowerPoint. Database management experience with software such as ACT. Experience developing international markets particularly in tourism & hospitality. Understands training methodology including facilitated and online learning.

QUALIFICATIONS:    

Preferably a Master’s Degree or Bachelor degree in Business, Marketing, Tourism Management, Education, Human Resource Management, or Organizational Effectiveness. Minimum 5 years’ business to business sales or consulting experience. Minimum 5 years’ experience developing, leading and coaching a team of successful sales professionals or consultants. Must have business consulting or consultative sales experience.

LOCATION: OTEC is located at 21 Four Seasons Place, Suite 300, in Toronto (near Hwy 427, the East Mall, and Burnhamthorpe Rd. East area). Office is accessible by public transit but this position will require the use of a personal vehicle. Please forward resume and cover letter to: [email protected]; attention Victoria Behune, President & CEO and indicate salary expectations. Only candidates selected for an interview will be contacted and we thank you in advance for your interest. Candidates with less experience may be considered for a Manager level, developmental role, or more experienced candidates for a V.P. level role recognizing that we operate as a not for profit organization.

OTEC website: www.otec.org

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