Relationship Manager- Metrolinx

Overview

Lead client relationship and growth for Metrolinx, managing a high‑performing team.

Key Responsibilities

• client relations
• growth planning
• account ops
• digital integration
• solution architecture
• team leadership

Tasks

-Client Relationship Development: Develop and implement a Client Interaction Plan for Metrolinx to identify and build relationships with relevant decision-makers and influencers within the organisation and to enable effective two-way flow of information and resolution of issues. Partner with the Executive Sponsor for the Metrolinx key account to intentionally build top-level relationships within the client to deepen the connection with GHD. This role involves promoting GHD’s Brand, advocating for the organization's capabilities and experience, monitoring developments in the trends of public spending and regulatory developments, and ensuring compliance with relevant laws and regulations. -Strategic Growth Planning: Lead the creation and execution of yearly Growth Plan for the Metrolinx key account, focusing on a 3–5-year horizon that enables GHD’s strong growth aspirations. Drive financial performance by setting ambitious goals, monitoring data to inform investment decisions; and achieving growth targets. -Client Account Operations: Develop and implement an effective key client business plan including a client engagement and zipper plan across the Metrolinx organisation. Identify, develop and maintain an opportunities pipeline for projects and pursuits. Responsible for engaging with project delivery teams to provide client preference guidance during bid and delivery phases. Responsible and accountable for the financial performance (revenue, backlog, performance KPIs) of this account as part of the Enterprise Client Program -Diversity of Service Offering: Work with the Ontario Region’s Market Leaders and Relationship Managers to bring a broad and diverse service offering to Metrolinx representing the full capabilities of GHD. Drive continued innovation and the integration of Digital and Advisory solutions into the Client Account offerings, including new developments in project delivery and execution -Client Focus: Maintain and renew a deep knowledge and understanding of the client’s organisation (such as policies, procedures or relevant regulatory requirements) to ensure GHD’s delivery adheres to their needs and requirements, taking appropriate action to resolve and/or escalate issues as appropriate. Collaborate internally and work as the client champion, supporting effective project delivery, including serving as a Project Director on appropriate projects/programs. Adopt a solution architecture mindset to identify growth opportunities, new innovations, and deliver tailored solutions, while sharing insights and best practices. -Collaboration: Engage with Market Leaders and other Enterprise Relationship Managers, to position and win multidisciplinary projects within the Region. Act as a mentor to our next generation of Business Development Leads including Key Client Coordinator. Act as a client representative at Tender Review Group meetings. -Key Account Management: Lead and mentor a high-performing Client Engagement Team dedicated to solving the client’s most challenging problems through technical skills, innovative solutions and elevated experiences. -Industry Networking: Represent and promote GHD at networking events, professional and industrial associations, society meetings, conferences, and tradeshows

Requirements

• professional engineer
• project manager
• salesforce
• business intelligence
• strategic planning
• stakeholder engagement

What You Bring

-Minimum of 10+ years’ experience leading client management, business development or delivering programs and services for a municipality , or transit agency -Experience working for Metrolinx and / or other related Provincial Agencies or Ministries -Client Experience: Actively seek client feedback, improve satisfaction, resolve complex issues quickly, and collaborate with teams for effective resolutions -Successful experience in forming strong and collaborative relationships with clients and internal team members across a broad geographical reach, bringing understanding of the challenge of change across large businesses -Deep experience understanding Ontario’s infrastructure opportunities and challenges and impacts on connecting and moving people. -Willingness and ability to travel within the GTHA -Highly developed stakeholder engagement skills, recognising empathy and social cues and addressing needs with tact and sensitivity to foster strong rapport -Skilled at interpersonal communication and maneuvering through ambiguity or complexity, people-related dynamics and (at times) contradictory information to solve problems -Proven ability to work and thrive in a fast-paced, dynamic environment under tight deadlines. -Professional Engineer, Professional Project Manager or related disciplines -Experience with corporate strategic planning initiatives and a demonstrated ability to develop and operationalize successful strategies -Possess good understanding of CRM tools such as Salesforce, be able to interpret market data and trends, using Business Intelligence or other analytical tools to produce monthly updates for Regional Leadership -Demonstrated understanding of how the Metrolinx functions and interfaces other municipalities, agencies, the Province or other Ministries across Ontario -Experience directly and indirectly managing business teams and resources (operational managers, project managers, staff, contractors and vendors) for the development of business solutions to achieve corporate objectives -Understanding of design, construction, operation and maintenance of transit systems including LRTs, Subways and Commuter rail

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About Ghd

-With a focus on innovation, it integrates expertise across various sectors to deliver world-class solutions. -The organization is known for tackling large and complex projects, such as designing bridges and tunnels and constructing energy-efficient buildings. -Notable projects include infrastructure development for major cities and energy-efficient solutions for industrial facilities. -The organization continues to expand its digital and technological capabilities to ensure solutions are cutting-edge and sustainable.

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