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Relationship Manager- City of Toronto
Ghd
Drive client relationship and growth strategy for City of Toronto at GHD.
7d ago
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Toronto, Ontario, Canada
Hybrid
Company Size
10,000 Employees
Service Specialisms
Engineering
Architecture
Construction services
Consulting
Project Management
Design
Technical Services
Property Development
Sector Specialisms
Water
Energy
Resources
Environment
Property and Buildings
Transportation
Hydrology and Hydrodynamics
Digital Technologies
Role
What you would be doing
growth planning
account management
pipeline development
financial performance
digital delivery
client engagement
- Strategic Growth Planning: Lead the creation and execution of yearly Growth Plan for the City of Toronto 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.
- 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.
- Client Account Operations: Develop and implement an effective key client business plan including a client engagement and zipper plan across the City of Toronto. 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
- Collaboration: Engage with Market Leaders and other Enterprise Client 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 Groups (TRGs).
- Customer Relationship Management / Account Management: Develop and implement a Client Interaction Plan for the City of Toronto 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 City of Toronto 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.
- Client Focus: Maintain and renew a deep knowledge and understanding of the clients’ 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.
- Industry Networking: Represent and promote GHD at networking events, professional and industrial associations, society meetings, conferences, and tradeshows
- Diversity of Service Offering: Work with the ON Region’s Market Leaders and Relationship Managers to bring a broad and diverse service offering to the City of Toronto representing the full capabilities of GHD. Drive continued innovation and the integration of Digital delivery into the Client Account offerings, including new developments in project delivery and execution
What you bring
professional engineer
project manager
salesforce
strategic planning
stakeholder engagement
10+ years
- Highly developed stakeholder engagement skills, recognising empathy and social cues and addressing needs with tact and sensitivity to foster strong rapport
- Proven ability to work and thrive in a fast-paced, dynamic environment under tight deadlines.
- Professional Engineer, Professional Project Manager or related disciplines
- 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
- Client Experience: Actively seek client feedback, improve satisfaction, resolve complex issues quickly, and collaborate with teams for effective resolutions
- 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
- 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
- Willingness and ability to travel within the GTHA
- Skilled at interpersonal communication and maneuvering through ambiguity or complexity, people-related dynamics and (at times) contradictory information to solve problems
- Experience working with the City of Toronto, similar municipalities or government entities such as TTC, Waterfront Toronto, Build Toronto that play a critical role in building a thriving City of Toronto
- Minimum of 10+ years’ experience leading client management, business development or delivering programs and services for a municipality or large City
- Demonstrated understanding of how the City of Toronto functions and interfaces other municipalities, agencies, the Province or other Ministries across Ontario
- Experience with corporate strategic planning initiatives and a demonstrated ability to develop and operationalize successful strategies
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Training + DevelopmentInformation not given or found
Interview process
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Security clearanceInformation not given or found
Company
Overview
1928
Year Founded
The organization has been evolving since 1928, starting as a small engineering practice and growing into a global powerhouse.
5 Continents
Global Presence
The organization operates across five continents, with key markets including Australia, the United States, and the UK.
- 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.
- Safety
- Teamwork
- Respect
- Integrity
2050
Net-zero target validated by SBTi
Science-based target validated by the Science-Based Targets Initiative (SBTi) for achieving net-zero greenhouse gas emissions by FY2050.
2025
Carbon neutral commitment
Committed to achieving carbon neutrality for Scope 1 and Scope 2 emissions by 2025.
70%
Recycled materials in packaging
Boxes for electrical products use 70% recycled materials and are fully recyclable.
- Prioritising direct emissions reductions over purchasing carbon offsets (statement from Enterprise Sustainability Leader)
- Partnered with Decarbonisation Network to support clients' decarbonisation roadmaps and accelerate net-zero goals
- Slimline packaging to reduce material usage and transportation impact
Level 4–5
GDEIB Inclusion Benchmark
Targeting level 4–5 on the Global Disability Inclusion Benchmarking (GDEIB) by 2025.
9 Employee Groups
Resource Groups Established
Established 9 Employee Resource Groups (ERGs) to support various diversity demographics.
- Board‑mandated aim to become #1 in industry for inclusion & diversity
- I&D strategy built on five behaviours: open, informed, accountable, empathetic, bold
- Inclusion & Diversity goals embedded in employee performance reviews
- Awards: Employer of Choice for Gender Equality (2020–2022), Workforce Diversity Award (2021), Disability Equality Index – Best Places to Work for Disability Inclusion (2023)
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