The Director, Customer Energy Management & Partnerships brings energy and direction to a portfolio of strategic customers, shaping how Toronto Hydro delivers proactive, end-to-end service-from driving business and economic development to energy management services and programs through to strategic key account management. A progressive energy industry professional and leader, you design and execute strategies that strengthen relationships, elevate the customer experience, and drive meaningful outcomes across reliability, responsiveness, and electrification.
Staying close to the day-to-day, you ensure every Toronto Hydro's interaction with customers delivers value while stepping in as a trusted navigator to quickly resolve issues and remove barriers. With a sharp focus on performance, you use data and insights to spot trends, manage risks, and continuously improve how we serve customers-driving strong results and building lasting trust.
This posting is for an existing vacancy.
KEY RESPONSIBILITIES:- Design and deliver multi-year account strategies aligned with customer priorities, corporate values, climate action goals, and energy policy.
- Leads the evolution of systems, processes, and service models to deliver proactive, seamless, and personalized support-including electrification advisory and tailored solutions.
- Serve as the primary relationship lead for strategic customers-driving account reviews that uncover priorities, challenges, and growth opportunities.
- Lead and enhance customer-centric energy management and efficiency program and program delivery, shaping investments, performance insights, innovation roadmaps, and stakeholder alignment.
- Partner across the organization and with external stakeholders to deliver integrated, "one-stop" solutions-connecting operational excellence with customer outcomes and advancing electrification.
- Translate market trends and customer insights into action-enabling strong partnerships, targeted offerings, and high-impact communication that drive growth and retention.
- Rally cross-functional teams to execute with excellence, while building and developing high-performing leaders and teams focused on safe, effective delivery and exceptional customer outcomes.
- Own performance outcomes across the portfolio-tracking results, measuring impact, and continuously optimizing strategies to deliver on growth, customer satisfaction, and electrification goals.
REQUIREMENTS:- Post-secondary education degree in Business or Engineering (preferred).
- Master of Business Administration (MBA) (preferred). A combination of education and related experience may be considered
- Seven (7) to ten (10) years project or engineering planning, strategic key accounts/customer management and/or execution experience.
- Five (5) or more years progressive leadership experience
- Demonstration of cultural and organization change, including integration of teams, revision of processes and refocus on delivering progressive, customer-centric functions and operations
- Professional Engineer in the Province of Ontario (P. Eng) (preferred)
- Project Management Professional (PMP) (preferred)
- Knowledge of the electric utility operations and regulations
- Knowledge of utility/engineering design standards
- Knowledge of customer management practices and superior demonstrated customer management skills
- Strong problem solving and decision-making skills
- Strong change management, stakeholder engagement and management skills
- Strong financial management/acumen skills
- Superior verbal and written communication skills
- Strong project management and execution skills
TOTAL REWARDSTo support the overall well-being and success of our employees, Toronto Hydro provides a comprehensive total rewards package which includes:
- 100% employer paid Health & Dental benefits
- 24/7 access to Employee & Family Assistance Program and Virtual Healthcare
- Company-paid life insurance and long term disability
- Spending account to support fitness goals (e.g. gym memberships)
- Competitive paid time off (including vacation and parental leave)
- Defined Benefits Pension Plan through OMERS
- Career development and tuition reimbursement
- Exciting employee engagement and appreciation events throughout the year
This position is based in a hybrid environment allowing for remote work two days per week, based on business needs. Employees will be required to come onsite Tuesday to Thursday. You are expected to live in Ontario and within reasonable commuting distance of the office.
