Senior Director, Service
The Cadillac Fairview Corporation Limite
Toronto, ON, Canada
4d ago


The Senior Director, Service has overall responsibility for the CF Service program, a key initiative to drive competitive advantage across the industry.

This role will lead the CF Service team responsible for designing, developing, piloting, implementing and sustaining the CF Service program and evolving CF’s service culture.

This role is also responsible for identifying new opportunities that will continually evolve and differentiate CF’s approach to service.

This role will lead all aspects of the design process and support building design thinking capability at CF.


  • Responsible for the Service strategy and plan; work with internal stakeholders (operations, strategic insights, legal, finance, marketing) and external agencies to lead the evolution of the program and develop, pilot and implement new service experiences.
  • Prioritizes resources to enable program plan.

  • Direct team on research plan, collecting and analyzing quantitative and qualitative data to recommend new service opportunities and experiences.
  • Identify, assess, and recommend new service opportunities and secure buy in and support from senior level decision makers.
  • Lead prototyping, testing and piloting of service program experiences.

  • Design and develop new service workshop modules for all CF employees, in collaboration with HR, to build and grow service mindset and capabilities.
  • Lead deployment of the service program initiatives to CF, ensuring a successful implementation. Successfully manage the change, ensuring full support and adoption of the program by senior leaders and impacted teams.
  • Lead development of service program sustainment plan to ensure continued results and a successful hand over to business owners.
  • Develop scorecard metrics and measurement plan for program. Direct team on collecting, analyzing and interpreting data and taking action on learnings and insights.
  • Engage senior leaders on the service journey, keeping them informed on progress and collaborating with the appropriate stakeholders on recommendations and decisions as required.
  • Support building design thinking capability at CF and providing design thinking coaching and advisory for initiatives across CF.
  • Develop and manage to annual budgets and forecasts as required.
  • Develop highly engaged team providing clear direction, coaching and development; empower team members to make decisions and be accountable for their actions.

  • High energy, productive and influential leader, very strong business acumen
  • Strong team-building and collaboration skills; ability to get things done through others;
  • Excellent problem-solving skills, ability to construct strong recommendations anchored in data
  • Exceptional verbal and written communication skills; ability to create and articulate messages to senior audiences and at all levels of the organization in both written and verbal format
  • Experience creating and leading high performing teams
  • Exceptionally self-motivated and directed
  • Excellent program management and change management skills
  • High comfort level in working within a self-directed culture and navigating ambiguity
  • Exceptional stakeholder management skills, experience at building and maintaining relationships at all levels of the organization and third party resources
  • Excellent analytical skills coupled with strong and effective decision making skills
  • Ability to work in a challenging, fast paced environment
  • High comfort level in working within a self-directed culture and navigating ambiguity

  • Minimum of 15 years total work experience and 5 years of management experience
  • Post-secondary education preferably in Business or Marketing
  • Minimum of 7 years’ experience in designing and developing experiences either as a consultant or in-house.
  • Experience with service programs and operations is considered an asset
  • Experience and knowledge of Design Thinking principles and methodology and creating exceptional experiences
  • Experience managing multiple concurrent projects, demonstrated ability to structure and plan this work to deliver right results on time and on budget
  • Experience developing and implementing national programs and driving organizational change
  • Experience in program management, managing and leading multiple, concurrent cross functional projects
  • Strong history managing a P&L successfully
  • Strong leadership, communication and people management skills
  • Experience in negotiation and contract development
  • Experience in structuring business recommendations and presenting to senior decision-making audiences
  • Experience and knowledge in designing thinking and creating exceptional experience

    At Cadillac Fairview, we are so much more than our properties. We are building leaders at all levels. We offer the challenge of interesting work, a great organizational culture, the opportunity to collaborate with the best in the business, and support for your growth and development.

    We reward values-based behavior and superior results with a competitive rewards package that includes best-in-class benefits and pension.

    Cadillac Fairview is where you can make a difference, and where it all comes together.


    At Cadillac Fairview, we believe that people are core to our success. You’ll join a diverse community and award-winning team, where your talent and commitment to excellence are welcomed, valued and respected.

    Are you up for the challenge?

    CF is committed to creating a diverse and inclusive environment. If you need accommodation during the recruitment, assessment, and / or selection process, please notify your HR contact or email cfcareers

    If you are looking for an exciting opportunity and to build a career in an innovative and dynamic organization, submit your resume by clicking on Apply Now below.

    We thank all applicants for their interest. However, only candidates selected for an interview will be contacted. The Cadillac Fairview Corporation Limited is an equal opportunity employer.

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