Manager, Client Engagement - Wayfinding

Job description

Our Company BrandActive specializes in the financial analysis, strategy, and logistics of rebrand implementation. Since 1998, we’ve helped many of the world’s most valuable brands plan, budget, and implement brand change—optimizing spend, improving efficiency, and reducing complexity along the way. That same combination of strategy, analysis and practical implementation is at the heart of our growing wayfinding practice. We bring together user experience, design thinking and strategic problem solving to help people navigate complex environments more easily. At its core, wayfinding is about understanding how people experience and move through a space, then designing a better journey. We work with complex organizations, particularly healthcare systems, to identify where people struggle to navigate and uncover the underlying factors contributing to those challenges. From there, we translate those insights into strategies and practical solutions, from system-wide frameworks for large, multi-site organizations to more detailed recommendations for individual locations, Our work spans strategy through implementation. We define the future experience, develop and test solutions, and help clients bring recommendations to life across signage, communications, maps, digital tools, branded environments and human support. Across all our work, we help clients solve complex problems, make smarter decisions, save time and money, and create experiences that work in the real world. Learn more about our approach to wayfinding . The Opportunity BrandActive is currently seeking a Manager, Client Engagement - Wayfinding to join our growing wayfinding practice. This is an opportunity to lead complex, strategic work while helping shape and grow an evolving area of our business. In this client-facing consulting role, you will lead wayfinding engagements from discovery through implementation, working closely with clients and cross-functional BrandActive teams. You will conduct analysis, synthesize qualitative and quantitative insights, frame complex challenges, develop strategies and solutions, and test and refine them in real-world environments. Ultimately, you will translate your findings into clear, actionable recommendations our clients can implement We are looking for a curious, structured thinker who enjoys solving complex problems, and is comfortable working through ambiguity. You should be able to quickly make sense of new information, develop a point of view, and make sound, defensible recommendations. Strong client leadership, facilitation, project management, communication and strategic problem-solving skills are essential. Responsibilities Develop wayfinding strategies and solutions Lead discovery through stakeholder interviews, workshops, document review, observational research and on-site assessments of the end-to-end user journey and experience. Synthesize qualitative and quantitative information to identify root causes, map key journey and decision points, and define and prioritize the most important opportunities for improvement. Develop a clear strategic point of view on the future wayfinding experience, balancing user needs with operational, brand, and digital- and physical-environment considerations Develop system-wide wayfinding guidelines for large, multi-site organizations, that establish scalable structures for how locations and destinations are organized and named, how information is prioritized, and develop guiding principles and standards for how wayfinding tools should work together. Develop detailed recommendations for individual locations, applying system-wide guidelines where they exist and using sound strategic judgment to address the unique needs of each environment. Create recommendations across the full wayfinding ecosystem, including signage, pre-visit communications, maps, digital tools, branded environments, environmental cues and human support. Test and refine recommendations through pilot applications, on-site walkthroughs, stakeholder feedback and real-world operational considerations. Lead clients and projects Own the day-to-day client relationship and serve as a trusted strategic advisor throughout the engagement. Facilitate meetings, working sessions and decision discussions with stakeholders from frontline teams through senior leadership, building alignment across different perspectives and priorities. Turn complex analysis into clear, compelling client deliverables and present recommendations with confidence. Lead internal project teams, establish clear roles and expectations, and coordinate contributions from strategy, client engagement, studio and other specialists. Manage project plans, timelines, budgets, risks, decisions and deliverable quality against the agreed statement of work. Identify and manage changes in scope, communicate their implications and support the development and approval of change orders. Recognize opportunities to extend BrandActive’s support where additional work would create value for the client. Guide implementation Translate the approved strategy into clear implementation requirements and action plans, including which wayfinding tools are needed, sign placement plans, sign messaging, and action plans. Lead on-site validation and testing with clients and key stakeholders to evaluate recommendations in the physical environment and adjust before implementation. Provide strategic direction to designers and visualization specialists developing maps, isometrics, renders, signage, environmental graphics and branded-environment concepts. Train and guide signage vendors and other implementation partners on the approved wayfinding solution and review their work for alignment with the intended user experience. Coordinate with clients, vendors and internal teams through production and installation, helping sequence work in a way that maintains safe and clear navigation. Leadership and Professional Development Lead and coach team members by providing individualized feedback and development opportunities that foster career progression. Manage team performance by addressing concerns proactively, conducting annual reviews, annual development meetings and offering constructive feedback regularly. May participate and provide input into hiring process for team members. Own your growth by setting and updating development goals, actively seeking feedback, and aligning your aspirations with business goals. Contribute to internal initiatives that impact the client and/or team member experience such as our Equity, Diversity and Inclusion Advisory Committee, Community Impact Committee, or our Social Committee. Bring forward smarter, faster, better solutions to processes and identify opportunities to be more agile in day-to-day activities. Demonstrate inclusive and supportive behavior, contributing to BrandActive’s core values of trust, agility, and growth, commitment to equity, diversity, and inclusion, (EDI), humanity, and wellbeing. Qualifications and Experience You might not tick every box, but if you meet most of the qualifications and are excited about the role, we’d love to hear from you. We value potential, curiosity, and a growth mindset. Post-secondary degree, diploma or certificate. 3-5 years of relevant experience in management consulting or another role that demonstrates strategic problem-solving, client management and complex project leadership. A strong record of structuring ambiguous problems, evaluating imperfect information and making thoughtful recommendations when there is no obvious answer. Experience building trusted client relationships and guiding stakeholders with different priorities toward decisions. Excellent written and verbal communication skills, including the ability to develop high-quality presentation materials and communicate with people across functions and levels of seniority. Strong facilitation, influencing and presentation skills, with a confident and professionally assertive presence. Experience managing projects against a defined scope, timeline and budget while anticipating risks and maintaining quality. Strong analytical, organizational and attention-to-detail skills, balanced with the ability to see the larger system and prioritize what matters most. Strong working knowledge of Microsoft PowerPoint, Word and Excel. Ability to travel approximately 25% of the time, primarily within North America, and conduct on-site assessments in large, complex facilities. Experience that would be an asset Consulting, wayfinding strategy, user experience, consumer or patient experience, service design, physical experience or environmental strategy. Healthcare or another complex, highly regulated operating environment with large physical footprints. Brand implementation, change management or operational transformation. Developing or directing renders, maps, diagrams, environmental graphics or other visual materials. These production skills are helpful, but not essential. Compensation and Benefits BrandActive offers a comprehensive compensation and benefits package, including: Competitive compensation: $100,000-$150,000 CAD. Total compensation depends on experience, skills, and location and includes non-cash rewards. Values-led culture focused on humanity, trust, agility, and growth. Check out our Culture Statement. Comprehensive health and dental coverage with no waiting period – your benefits start on day one. Mental health resources such as an Employee Assistant Program (EAP) and access to the Headspace app. Generous paid time off: 4 weeks of vacation, additional office closures, Flex Fridays, and extended long weekends throughout the summer. Holistic wellbeing benefits, including a wellbeing allowance, flexible additional time off to care for a loved one, support mental health, or observe meaningful religious or cultural holidays. Parental leave benefits to support you and your family. $2,000 annual professional and personal development support , including funding and time off for learning to support your growth. Home office and communications reimbursement to help you work comfortably. Charitable donation matching to support the causes that matter to you. Flexible work options – Hybrid. Two annual town halls in Toronto, featuring engaging sessions and fun team activities. Supportive leadership and career development , with ongoing coaching and feedback to help you grow and succeed, quarterly formal feedback, annual performance reviews and separate annual development meetings. Work-from-anywhere flexibility, with the option to work abroad for up to four weeks (in eligible countries and after a minimum tenure depending on the role and circumstance). And more! Start Date Immediately Location Greater Toronto Area. Candidates may live outside Toronto provided they can work from BrandActive’s Toronto office approximately two days per week. Travel is expected approximately 25% of the time, primarily within North America. Job vacancy This role reflects growth in our team and the expansion of BrandActive’s wayfinding capabilities. Commitment to Equal Opportunity BrandActive is proud to be an equal opportunity employer and values inclusion in its workforce. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, or disability status. Accessibility Statement BrandActive is dedicated to ensuring an accessible and inclusive experience for all candidates. If you require accommodations during the application process, please let the Talent Manager know. We are committed to partnering with you to provide support and make reasonable adjustments throughout the process. All information received in relation to accommodation will be kept confidential and will be handled in compliance with the Accessibility for Ontarians with Disabilities Act. The Interview Process At BrandActive, we use AI within our recruitment process in the following ways: screening applicants and recording calls and interviews. All candidates will be notified of the use of AI at the start of a call or interview and can request to opt out. As part of our broader dedication to EDI, we continuously review and refine our use of AI to support equitable experiences for all applicants. Initial Call (Pre-Screen): If your application is selected, you will have a prescreen call with the Talent Manager where we will use AI to transcribe for accurate note taking. Virtual Interview: Followed by an interview with the Associate Director. Case Interview: the final round is an in-person case interview with the Associate Director and VP, Client Engagement. We thank all applicants for their interest in BrandActive, however, only those selected for an interview will be contacted.