Team Lead, Cemetery Client Services and Administration

Bring your leadership, business acumen and commitment to exceptional service to one of the City of Edmonton’s most unique service areas.

As the Team Lead, Cemetery Client Services and Administration, you will lead a dedicated client care team supporting families and communities across seven municipal cemeteries, with services delivered across three customer-facing facilities. This unique role brings together people leadership, customer experience, sales and revenue performance, and regulatory responsibilities within a specialized service environment.

As a member of the Municipal Cemeteries leadership team, you will support day-to-day service delivery, coach and develop staff, build strong relationships with internal and external partners, and use business and industry trends to support service improvements and future planning. This is a great opportunity to broaden your leadership experience while working with both people and operations and contributing to a meaningful and essential City service.

What will you do?

• Supervise, coach and develop Cemetery Client Care staff, fostering a positive, collaborative and engaged team environment. Lead recruitment and training, establish performance expectations, provide regular feedback and conduct performance reviews
• Manage scheduling, staffing and coverage across multiple locations, ensuring staff are trained and follow established City procedures, including cash handling
• Guide staff in assisting clients and families with pre-planned and at-need cemetery purchases and services, including complex or sensitive situations, and resolve customer concerns and escalations
• Monitor sales, revenue and inventory trends by cemetery location and product category to support operational decisions and provide recommendations to the Supervisor for strategic planning and capital development
• Contribute to the development and implementation of policies, procedures and services, and work with internal partners to enhance systems and operational processes
• Interpret and apply cemetery regulations, bylaws, policies and legislation, and provide guidance to staff in communicating requirements to families, clients and the general public
• Review and recommend updates to Municipal Cemeteries Regulations and related information, and review and approve ownership files and transfers
• Work with business partners, vendors, community groups, internal City teams and other stakeholders to support effective service delivery
• Provide oversight of cemetery sales contracts and group sales agreements, ensuring compliance with City standards, service requirements and applicable legislation
• Complete monthly revenue recognition, coordinate purchasing, respond to internal inquiries, and ensure established procedures and controls are followed

Qualifications

• Bachelor’s Degree in Commerce, Business Administration, Public Administration or a related field 
• A minimum 7 years progressively responsible work experience in a customer service, program development/administration and/or public facing environment in which at least 3-5 years supervisory experience is required.

Skills required for success: 

• Strong leadership skills with demonstrated ability to develop, coach and manage high-performing teams.
• Completion of a leadership training program/course work is an asset 
• Excellent problem-solving and decision-making skills, with the ability to exercise sound judgment in complex and sensitive situations.
• Ability to manage multiple priorities, projects and operational requirements while meeting established timelines.
• Demonstrated ability to analyze, develop and implement policies, procedures and process improvements.
• Strong business acumen with the ability to use financial, sales and operational information to identify trends and support decision-making.
• Knowledge and ability to interpret bylaws, policies, procedures, collective agreements and applicable provincial and federal legislation 
• Ability to guide and train staff in communicating complex or legislative information to cemetery patrons, including those navigating sensitive circumstances, and the general public.
• Understanding of cash handling procedures, purchase order processes and accounting principles.
• Advanced knowledge of Google applications and Microsoft Office programs, specifically Microsoft Excel and Google Sheets. Experience with SAP, AEGIS/ArcGIS Pro, ARIBA, iNovah and IVR is an asset; training in these systems will be provided.
• Strong relationship-building skills with the ability to work collaboratively with the public, civic departments, community groups, and internal and external partners and stakeholders.
• Excellent communication, customer service and organizational skills.

Conditions of Employment: 

• Valid Alberta Class 5 driver’s license (or provincial equivalent). Must obtain business auto insurance for personal vehicle use on City business 
• Hire is dependent upon a Police Information Check satisfactory to the City of Edmonton 

The City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact employment@edmonton.ca. Learn more about our benefits https://bit.ly/COEbenefits

Up to 1 permanent full time position 

Hours of work: 40 hours per week, Monday to Friday. Some evening and weekend work may be required.

Salary: $47.172 - $59.281  (Hourly); $98,495.14  - $123,778.73  (Annually) 

Recruitment Consultant: PG/RF

Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.

IND123

Classification Title: Recreation Officer III - 8hrs
Posting Date: Sep 17, 2026
Closing Date: Sept 27, 2026 11:59:00 PM (MDT)
Number of Openings (up to): 1 - Permanent Full-time
Union: CSU 52
Department: Community Services
Work Location(s): Beechmount Cemetery, 12420 104 St Edmonton T5G 2M1