Manager, Client Engagement - Wayfinding

Company and practice

Opportunity

Wayfinding strategy and client leadership

• Lead discovery through interviews, workshops, document review, observational research, and on-site user-journey assessments.
• Synthesize evidence, identify root causes and opportunities, develop system-wide guidelines, and recommend solutions for individual locations.
• Develop recommendations across signage, communications, maps, digital tools, branded environments, environmental cues, and human support; test and refine them in real settings.
• Own client relationships, facilitate stakeholder decisions, present recommendations, and coordinate internal project teams.
• Manage project plans, scope, timelines, budgets, risks, decisions, quality, and change orders; identify valuable opportunities to extend client support.

Implementation and team leadership

• Translate strategies into implementation requirements and action plans, including wayfinding tools, sign placement, and messaging.
• Lead on-site validation, direct designers and visualization specialists, guide vendors, and coordinate production and installation for safe, clear navigation.
• Coach team members, manage performance, support development and hiring, and contribute to internal initiatives and process improvements.

Qualifications

• Post-secondary degree, diploma, or certificate; 3–5 years of relevant consulting or other strategic problem-solving, client management, and complex project leadership experience.
• Able to structure ambiguous problems, assess imperfect information, make recommendations, build client relationships, and guide stakeholders toward decisions.
• Excellent communication, facilitation, influencing, and presentation skills; strong project, analytical, organizational, and detail-management capabilities.
• Strong working knowledge of Microsoft PowerPoint, Word, and Excel; able to travel about 25% and conduct on-site assessments in large facilities.
• Experience in consulting, wayfinding, UX, consumer or patient experience, service design, physical experience, or environmental strategy is an asset.
• Healthcare or other regulated environments, brand implementation, change management, operational transformation, and visual-material development are assets; visual production skills are not essential.

Compensation and benefits

• Competitive compensation is CAD 100,000–150,000; total compensation depends on experience, skills, and location and includes non-cash rewards.
• Benefits include health and dental coverage, paid time off, wellbeing and parental leave benefits, development support, home-office reimbursement, and charitable donation matching.

Workplace and location

• Hybrid work options are available. Candidates may live outside Toronto if they can work from the Toronto office approximately two days per week.
• Travel is expected approximately 25% of the time, primarily within North America. Work-from-anywhere abroad may be available for up to four weeks subject to eligibility and tenure.

Start and vacancy

• The role has an immediate start date and reflects team growth and expansion of BrandActive's wayfinding capabilities.