The Customer and Client Communications Manager will develop and oversee communication strategies for residents and clients, ensuring clarity and engagement across various channels.
About Metergy Solutions Inc. (“Metergy”)
As one of North America’s most experienced submetering providers, Metergy Solutions has brought turnkey solutions to clients for over 20 years. Metergy supplies, installs and remotely reads meters to measure individual suite consumption of electricity, water, gas, and thermal energy in multifamily and commercial buildings, and bills and collects the utility consumption.
Our innovative Submetering as a Service (SaaS) model generates long-term recurring revenue and has been proven to reduce in-suite energy consumption by an impressive 40%, significantly advancing our clients' decarbonization efforts. This outstanding performance has enabled Metergy to issue green bonds and secure green financing, fueling our sustained growth and creating extraordinary career opportunities for our team.
As the #1 submeter provider in the New York and Canadian markets, and one of the largest in North America, Metergy boasts over 850,000 contracted meters, issues more than 2 million utility invoices annually, and employs over 400 dedicated team members. Our successful acquisitions have consistently exceeded expectations, unlocking immense growth potential.
Metergy is proudly a portfolio company of Brookfield Infrastructure Partners, one of the world’s largest investors, owners, and operators of infrastructure assets across the utilities, transport, energy, data, and sustainable resources sectors. This partnership provides Metergy with access to substantial capital, infrastructure investment expertise, and a global reach, positioning us for continued success and innovation.
Our Mission
Provide building owners and occupants with accurate and reliable utility consumption data through market-leading expertise in turnkey submetering and billing, while fostering a workplace with inspired team members empowered to do more good.
We are proud to be certified as a Great Place to Work, reflecting our ongoing commitment to cultivating a respectful, inclusive, and high-performing workplace where people thrive.
Role Overview
We are seeking a strategic and detail-oriented Customer and Client Communications Manager to lead the development, execution, and oversight of communications that support both residents (customers) and building stakeholders (clients). This role ensures that all messaging—whether operational, service-related, or proactive—is clear, timely, and tailored to the needs of each audience.
You’ll collaborate across customer experience, client success, operations, and marketing teams to create communications that enhance understanding, trust, and engagement. The ideal candidate will have a strong background in customer-facing content, stakeholder communications, and service-focused messaging.
Key Responsibilities:
- Customer (Resident) Communications
- Develop and maintain customer communications across touchpoints such as onboarding, billing, service notices, escalations, and account changes.
- Write and manage clear, empathetic messaging for digital and print channels (email, portal, bill inserts, etc.).
- Partner with internal teams to ensure communications are timely, accurate, and aligned with regulatory and service obligations.
- Create and manage templates and SOPs to ensure consistency in tone and language across customer-facing materials.
- Support responses to high-impact public feedback (e.g., Google Reviews), including protocols for escalation, to protect brand reputation.
- Client (Building) Communications
- Support communications for clients related to service launches, program changes, onboarding materials, and issue resolution updates.
- Draft client memos, service updates, and strategic messaging in partnership with Client Success and Operations.
- Ensure all client-facing communications reinforce professionalism, transparency, and accountability.
- Assist in creating resources that help clients effectively communicate Metergy services to their residents.
- Ensure communication strategies align with overall customer experience goals and brand standards.
- Collaborate with marketing team to align messaging across web, email, and portal platforms.
- Contribute to content creation for help center, FAQs, and customer/client education.
- Use tools such as Stella Connect and survey results to gather insights and continuously improve communication effectiveness.
- Support communication efforts related to new initiatives or operational changes as needed.
- Monitor and report on communication KPIs including engagement, sentiment, and escalation resolution outcomes.
- Support change management initiatives, ensuring communication clarity and stakeholder buy-in during rollouts of new services, tools, or processes.
Qualifications
- Bachelor’s degree in Communications, Marketing, Business, or a related field.
- 5+ years of experience in customer communications, client relations, or a related service-oriented role.
- Excellent writing and editing skills with the ability to tailor content to different audiences (residents vs. property managers).
- Experience developing and executing customer and client communication strategies across channels.
- Strong collaboration and stakeholder engagement skills.
- Familiarity with tools such as Salesforce, Medallia/Stella Connect, Microsoft 365, and digital analytics.
- Experience managing public feedback or communications in regulated or service-based industries is an asset.
- Detail-oriented, with the ability to manage multiple deliverables and deadlines in a fast-paced environment.
Benefits & Perks
• 100% company covered heath and dental benefits from day 1
• Plan for retirement with Deferred Profit Sharing Plan (DPSP) and RRSP Matching
• Grow with us! We cover annual fees for your professional designation
• Paid personal and sick days on top of your vacation
• Summer hours to enjoy the weather
• Company sponsored social events & more!
Metergy’s recruitment process includes accommodation for applicants with disabilities. All accommodations will consider the applicant’s accessibility needs due to disability and are available upon request.
Top Skills
Digital Analytics
Medallia/Stella Connect
Microsoft 365
Salesforce
Similar Jobs
Big Data • Fintech • Information Technology • Business Intelligence • Financial Services • Cybersecurity • Big Data Analytics
The Senior Director of Marketing Communications will develop brand strategies, manage public relations, oversee multi-channel marketing campaigns, and execute events to enhance TransUnion's reputation and effectiveness in the market.
Top Skills:
Microsoft Office Suite
Artificial Intelligence • Digital Media • eCommerce • Marketing Tech • Software
The Technology Partnerships Lead will manage partner relationships, drive pipeline growth, execute co-marketing campaigns, and align cross-functional teams.
Top Skills:
AIGorgiasKlaviyoMlRechargeShopify
Artificial Intelligence • Digital Media • eCommerce • Marketing Tech • Software
The Director of Growth Marketing will drive business growth through strategic marketing initiatives, product positioning, and performance tracking while leveraging AI tools and mentoring colleagues.
Top Skills:
Ai ToolsMl
What you need to know about the Vancouver Tech Scene
Raincouver, Vancity, The Big Smoke — Vancouver is known by many names, and in recent years, it has gained a reputation as a growing hub for both tech and sustainability. Renowned for its natural beauty, the city has become a magnet for professionals eager to create environmental solutions, and with an emphasis on clean technology, renewable energy and environmental innovation, it's attracted companies across various industries, all working toward a shared goal: advancing clean technology.
