Donald Barnes

Experience

• 

  Newfoundland & Labrador Association for Community Living

  Jan 1988 - Jan 1991

  Executive Director

  • Planned, led, organised, and controlled Association activities, including budgets and operational plans • Represented NLACL with government officials, provincial and national advocacy associations, and media • Researched, analysed, and drafted policy papers • Developed, as a member of a small Association-Social Services committee, a plan to deinstitutionalize persons with an intellectual disability from the main provincial psychiatric hospital

• 

  Memorial University of Newfoundland

  Jan 1992 - Jan 1995

  • Implemented process and service improvements across all administrative functions• Designed and delivered customer service training for all areas of the institution• Managed and delivered process improvement sessions• Retained responsibility for the University’s employment equity program • Developed, implemented, and coordinated the inaugural Employment Equity Program for Memorial• Duties revised to include a half-time focus on training and organisational development • Developed and delivered training at all levels of the organisation, including front-line employees, managers, and senior administrators, on a range of topics

  • Coordinator of Quality Improvement

    Jan 1995 - Jan 1995

  • Employment Equity Officer

    Jan 1992 - Jan 1995
• 

  Bristol Group

  Dec 1995 - Aug 2003

  • Developed and launched new business unit focused on effective customer relationships, strategies, and experiences • Provided advice, direction, planning, research and training to a wide range of clients, nationally and internationally • Developed and launched new business unit focused on effective customer relationships, strategies, and experiences • Provided advice, direction, planning, research and training to a wide range of clients, nationally and internationally • Managed research operations in Newfoundland & Labrador • Established an atmosphere of professional collegiality and increased accessibility to management• Oversaw client relationships• Worked on the establishment of an international joint venture • Developed and implemented a business plan for this new unit • Established a suite of services in customer relationship measurement, service quality monitoring, and brand relationship measurement • Planned and managed quantitative and qualitative market research projects for a diverse client group • Provided strategic planning and organisational analysis • Chaired the corporate Information Technology Team

  • Vice-President, Strategic Marketing

    Jun 2001 - Aug 2003

  • Senior Marketing Consultant, Strategic Marketing

    Dec 1999 - May 2001

  • Managing Director, Marketing Research

    Dec 1997 - Nov 1999

  • Executive Director, Relationship Marketing

    Jan 1996 - Nov 1997

  • Senior Research Associate, Marketing Research

    Dec 1995 - Dec 1996
• 

  College of the North Atlantic - Qatar

  Aug 2003 - Aug 2006

  • Administrative and academic head of CNAQ’s largest School• Assumed leadership at a point of low morale in the unit, and built a strong culture focused on service to students and academic excellence• Led operational review resulting in international and US accreditation• Initiated relationships with professional certification bodies to offer additional qualifications to students• Established School leadership team structure• Successfully launched new banking program and revised human resources program• Enhanced cooperation and involvement of major sponsor companies, and fostered partnerships with industry, organizations and educational institutions in Qatar and internationally• Ensured quality of curriculum content and delivery• Identified and developed opportunities for applied research and innovation• Established and maintained operational policies and procedures Show less • Developed strong relationships with students and delivered outstanding learning experiences • Prepared, revised, and delivered course content in marketing and human resource management to students learning in a second language• Courses taught included introduction to marketing, marketing research, marketing communications, consumer behaviour, professional selling, customer service, and introduction to human resource management • Course delivery was across programs, including Computer Support Specialist, Office Administration, and Business Management (Marketing, Human Resource Management, and Accounting) Show less

  • Dean of Business

    Sept 2005 - Aug 2006

  • Business Management Instructor

    Aug 2003 - Aug 2005
• 

  Bristol Gulf LLC

  Sept 2006 - Jun 2008

  President and Partner

  • Oversaw operations and established a new business in a complex and challenging foreign culture • Determined the business strategy • Dealt with legislative and regulatory requirements for incorporation and operation • Established business relationships with clients and suppliers• Recruited, selected, and mentored staff• Managed finances and business planning

• 

  Bristol Group

  Jul 2008 - Apr 2009

  Senior Vice-President

  • Corporate management with responsibilities for leading and growing business in Newfoundland & Labrador, and for managing key community, public, client, employee, and stakeholder relationships• Instituted a formal approach to business development, and established a culture of involvement• Championed the creation of a senior team to focus on leveraging existing client relationships• Developed and launched new division in business intelligence and consulting• Advised clients on advertising, public relations, research, and other marketing projects• Maintained partnership and client responsibilities with Bristol Gulf Show less

• 

  Marine Atlantic

  Jul 2009 - Nov 2020

  • Joint operating lead with Vice President of Operations• Responsible for revenue generation (approximately $100M)• Lead Customer Experience division with 450 employees and a budget of $30 million• Responsible for all customer service, onboard passenger services (food and beverage, accommodations, guest services), reservations, customer and stakeholder relations, corporate communications, and marketing • Significantly improved relationships and reputation with all stakeholder groups • Maintained effective working relationships with key stakeholders, including employees, customers, union leaders, trucking associations, governments, tourism and other industry associations • Co-chair of corporate Safety Management Committee, and directly responsible for health, safety and environment function from August 2013 – June 2014 and August 2016 – March 2017 • Oversaw execution on major capital projects ($50 million) from September – December 2012 Show less • Responsible for the overall performance of the Corporation, with 1,200 employees and an annual budget of $250 million • Reported to a private sector Board, and member of the Board, the Human Resources and HSE Committee, and the Corporate Governance, Risk, and Strategy Committee• Developed the corporate strategy and operating plans, in consultation with the Board and senior management• Oversaw the general operations of the company, including the development of management, allocation of resources, and establishment of corporate controls• Worked with the Board to develop policy and maintain oversight• Developed and managed key stakeholder relationships, especially with the Government of Canada• Chief spokesperson for the company Show less • Joint operating lead with Vice President of Operations• Responsible for revenue generation (approximately $100M)• Lead Customer Experience division with 450 employees and a budget of $30 million• Responsible for all customer service, onboard passenger services (food and beverage, accommodations, guest services), reservations, customer and stakeholder relations, corporate communications, and marketing • Significantly improved relationships and reputation with all stakeholder groups • Maintained effective working relationships with key stakeholders, including employees, customers, union leaders, trucking associations, governments, tourism and other industry associations • Co-chair of corporate Safety Management Committee, and directly responsible for health, safety and environment function from August 2013 – June 2014 and August 2016 – March 2017 • Oversaw execution on major capital projects ($50 million) from September – December 2012 Show less

  • Vice President, Customer Experience

    Apr 2019 - Nov 2020

  • President & CEO

    May 2018 - Apr 2019

  • Vice President, Customer Experience

    Jul 2009 - May 2018
• 

  College of the North Atlantic

  Jan 2024 - Jun 2024

  Instructor, Strategic Leadership & Project Management (International)

  Facilitate learning and evaluate student progress by planning, organizing, and managing learning activities and resources for students enrolled in the Strategic Leadership and Project Management (International) program.