Title: Director Customer Service & Communications
Areas of focus: As Director of CSC, Jennifer's role is to enable open communication between citizens and The City. Jennifer oversees the department's three service lines including Citizen Information & Services (311 and calgary.ca), Citizen Research & Insights (research and engagement) and Strategic Marketing & Communications (employee, issue and crisis communications, media relations, marketing strategy, creative and operations).
Career history: Jennifer has over 15 years of strategy, marketing and communications experience working in a variety of sectors including pharmaceutical, biotechnology, energy, manufacturing and not-for-profit. Areas of expertise include corporate branding, product positioning, lead acquisition, customer analytics, strategic planning and website optimization.
Jennifer holds a Master of Business Administration from Queen’s University, Bachelor of Commerce in Entrepreneurial Management from Royal Roads University and a Marketing Management Diploma from the British Columbia Institute of Technology. In addition, she has furthered her professional development with certifications in Lean continuous improvement, management, analytics and leadership.
Leadership Philosophy: Jennifer’s leadership approach focuses on respect, collaboration and empowerment. Her authentic style breaks down barriers of authority to build cohesive teams focused on problem solving, accountability and inclusivity. She believes focusing on culture and creating a vision that connects people to the value of their work is integral for success.