Senior Manager, Salesforce CRM & Digital Engagement

Job Description

What is the Opportunity

You'll architect and execute sophisticated, multi-channel communication strategies that reach our clients through the moments that matter—mobile push notifications, in-app messages, SMS, and emerging digital channels. This is a highly technical role where you'll leverage Salesforce and integrated communication tools to design personalized, event-driven customer journeys that drive engagement and build lasting relationships.

As our Senior Manager, Salesforce CRM & Digital Engagement you're the technical architect who transforms customer data into timely, relevant experiences. You'll work at the intersection of Salesforce technology, marketing automation, and customer experience to orchestrate communications that anticipate needs and deliver value at exactly the right moment.

What will you do

Build & Optimize Communication Ecosystems

• Design and implement multi-channel communication strategies within Salesforce, with expertise across mobile push notifications, in-app messaging, SMS, and other digital touchpoints

• Configure and optimize communication workflows, triggers, and automation rules that respond to customer behavior and lifecycle events

• Integrate third-party communication platforms (push notification services, SMS gateways, mobile engagement tools) using native connectors and custom integrations

• Build sophisticated audience segments

Drive Technical Excellence

• Develop complex audience segmentation and targeting logic

• Design dynamic, personalized content using merge fields, formula fields, and conditional logic within communication templates

• Build and maintain API integrations between Salesforce and communication platforms using APIs, webhooks, and middleware

• Implement robust testing frameworks including A/B testing, multivariate testing, and quality assurance across devices

• Troubleshoot technical issues across systems, analyze performance data, and optimize for deliverability and engagement

• Manage data flows between Salesforce, data warehouses, mobile SDKs, and communication platforms

Lead Strategic Initiatives

• Partner with Product, IT, Data Engineering, and Analytics teams to build scalable communication infrastructure

• Define technical requirements for new communication capabilities and channel expansions

• Establish KPIs and measurement frameworks for mobile push, in-app messaging, SMS, and other channels

• Stay current with Salesforce releases, mobile OS changes, and industry best practices to maintain competitive advantage

• Mentor team members on Salesforce technical execution and champion data-driven decision making

What Do You Need to Succeed ?

Must Have :

• 7+ years of hands-on experience building and managing communications within Salesforce CRM

• 5+ years of deep technical expertise including:

• Salesforce configuration, automation, and workflow design

• Mobile push notification strategy and execution at enterprise scale

• SMS/text messaging campaigns and two-way messaging flows

• In-app messaging frameworks and mobile SDK integrations

• Strong SOQL and SQL skills for data segmentation, query writing, and complex data manipulation

• Proven experience integrating Salesforce with third-party communication platforms

• Deep understanding of Salesforce data model, custom objects, record types, and relational databases

• Experience with mobile app ecosystems (iOS/Android), push notification infrastructure (APNs, FCM), and mobile SDKs

• Analytics expertise with ability to measure, attribute, and optimize campaign performance using Salesforce reporting and external analytics tools

Nice To Have:

• Proven ability to translate business requirements into technical Salesforce communication solutions

• Experience working in regulated industries (financial services, insurance, healthcare) strongly preferred

• Strong project management and stakeholder management skills—you can rally cross-functional teams and explain complex technical concepts to diverse audiences

• Understanding of customer lifecycle marketing, behavioral triggers, and how digital channels work together

• Excellent problem-solving skills with ability to diagnose and resolve technical issues independently

What’s in it for You?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable

• Leaders who support your development through coaching and managing opportunities

• Ability to make a difference and lasting impact

• Work in a dynamic, collaborative, progressive, and high-performing team

• Flexible work/life balance options

• Opportunities to do challenging work

• Opportunities to take on progressively greater accountabilities

• Access to a variety of job opportunities across business

• RBCI software tools to boost your productivity

Job Skills

Application Programming Interface (API), Customer Journey, Customer Relationship Management (CRM), Data Modeling, Digital Marketing, Salesforce (Software), Salesforce API, Salesforce Configuration, Salesforce Connect, Salesforce Integration, Salesforce Platform, Salesforce Reports, Salesforce Solutions, Salesforce System, Structured Query Language (SQL)

Additional Job Details

Address:

MEADOWVALE BUSINESS PARK, 6880 FINANCIAL DR:MISSISSAUGA

City:

Mississauga

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

INSURANCE

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2026-06-02

Application Deadline:

2026-08-05

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Compensation for this position (including salary and discretionary/variable payments) will be determined by factors, including but not limited to candidate's experience, skills, registration status, performance, individual goals, market conditions, and business needs.

Pay Range

The expected pay range for this position is:

$90,000.00 - $140,000.00

The pay range provided is for the primary work location referenced in the Additional Job Details section of this job posting. Pay ranges may differ based on location. If the posting lists multiple job locations, a recruiter can confirm availability of the role and the relevant pay rage for the additional locations listed. RBC supports pay transparency and we strive to ensure all pay ranges are competitive, fair, and equitable.

You have the potential to earn RBC's discretionary variable compensation program which gives you an opportunity to increase your total compensation, provided that business meets its performance targets and you meet your individual goals.

Our Employment Opportunities

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One RBC. We believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com.

RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.