Manager, Client Engagement – Wayfinding

BrandActive

. Lead wayfinding engagements from discovery through implementation .

Posted 9/25/2026full-timeToronto • CanadaMid-LevelSenior💰 CA$100,000 - CA$150,000 per yearWebsite

About the role

Key responsibilities & impact

Lead wayfinding engagements from discovery through implementation
Conduct stakeholder interviews, workshops, document reviews, observational research and on-site assessments
Synthesize qualitative and quantitative information to identify root causes, map journey and decision points, and prioritize improvement opportunities
Develop strategic points of view on future wayfinding experiences
Develop system-wide wayfinding guidelines for large, multi-site organizations
Develop detailed recommendations for individual locations
Create recommendations across signage, pre-visit communications, maps, digital tools, branded environments, environmental cues and human support
Test and refine recommendations through pilots, on-site walkthroughs, stakeholder feedback and real-world operational considerations
Own day-to-day client relationships and act as a trusted strategic advisor
Facilitate meetings, working sessions and decision discussions with stakeholders from frontline teams through senior leadership
Turn complex analysis into client deliverables and present recommendations
Lead internal project teams and coordinate strategy, client engagement, studio and specialist contributions
Manage project plans, timelines, budgets, risks, decisions, deliverable quality, scope changes and change orders
Identify opportunities to extend BrandActive’s support
Translate approved strategies into implementation requirements and action plans
Lead on-site validation and testing
Provide strategic direction to designers and visualization specialists
Train and guide signage vendors and implementation partners
Coordinate clients, vendors and internal teams through production and installation
Lead and coach team members, provide feedback and development opportunities, and manage performance
Participate in hiring and contribute to internal initiatives and process improvements

Requirements

What you’ll need

Post-secondary degree, diploma or certificate
3–5 years of relevant experience in management consulting or another role demonstrating strategic problem-solving, client management and complex project leadership
Ability to structure ambiguous problems, evaluate imperfect information and make thoughtful recommendations
Experience building trusted client relationships and guiding stakeholders with different priorities toward decisions
Excellent written and verbal communication skills
Ability to develop high-quality presentation materials and communicate across functions and seniority levels
Strong facilitation, influencing and presentation skills
Confident and professionally assertive presence
Experience managing projects against defined scope, timeline and budget while anticipating risks and maintaining quality
Strong analytical, organizational and attention-to-detail skills
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
Ability to conduct on-site assessments in large, complex facilities
Asset: consulting, wayfinding strategy, user experience, consumer or patient experience, service design, physical experience or environmental strategy
Asset: healthcare or another complex, highly regulated operating environment with large physical footprints
Asset: brand implementation, change management or operational transformation
Asset: developing or directing renders, maps, diagrams, environmental graphics or other visual materials

Benefits

Comp & perks

Comprehensive health and dental coverage with no waiting period; benefits start on day one
Employee Assistance Program (EAP)
Access to the Headspace app
4 weeks of vacation
Additional office closures
Flex Fridays
Extended long weekends throughout the summer
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
$2,000 annual professional and personal development support, including funding and time off for learning
Home office and communications reimbursement
Charitable donation matching
Flexible work options – Hybrid
Two annual town halls in Toronto with engaging sessions and team activities
Ongoing coaching and feedback
Quarterly formal feedback
Annual performance reviews
Separate annual development meetings
Work-from-anywhere flexibility, with the option to work abroad for up to four weeks in eligible countries and after minimum tenure depending on role and circumstance