CRM Operations Manager

Description

Manager, CRM Operations

Role Details

The Manager, CRM Operations brings commercial sales and marketing experience to lead CRM product development as the voice of the business.

Working closely with business stakeholders, this role is responsible for guiding the development, implementation, and maintenance of CRM product enhancements that align to business goals and objectives.

The Manager, CRM Operations role resides with the business, ensuring a high level of knowledge of business plans, business processes and user experience needs that the CRM platform is required to support.

From hands-on project management to drive team development productivity, to strong communication and stakeholder management skills, this role is a strategic change management champion that understands what it takes to deliver successful user adoption and business results

This role will have a focus on marketing & sales processes, automation, and data management for the CRM environment. In addition to project management and analytical skills, the Manager, CRM Operations has a service-oriented attitude, strategic outlook, complete sense of ownership, and propensity for teamwork and communication.

Core Responsibilities

CRM Platform Development & Enhancement

• Develop and maintain the CRM product roadmap, defining & prioritizing features based on business objectives and input from key stakeholders and steering committee.
• Lead relevant steering committees to solicit roadmap input and ensure alignment with business priorities.
• Lead & facilitate the CRM feature development process from discovery to business requirement gathering to solution design to on-time implementation to ensure final product meets the needs of related sales & marketing business plans.

B2B Business Process Management

• Proactively engage marketing & sales business users to identify changes to business processes that are supported in CRM and translate them into user stories and acceptance criteria that support the overall sales process.
• Proactively review upcoming platform enhancements in order to recommend appropriate features to be implemented that support the needs of the business.
• Maintain up to date knowledge of product capabilities to provide input into relevant business processes.

CRM Adoption & Data Health

• Collaborate with marketing, sales and other related business teams to develop roll-out strategies that ensure successful functionality launches.
• Working with business stakeholders, plan, build and execute communication programs to drive knowledge and adoption of the system and key business processes.

Deliver communication programs via different formats such as webinars, in-person, over the phone.

• Create and maintain user training documentation for the system.
• Deliver best practices user support in order to drive knowledge and adoption of the sales process and system.
• Develop and recommend strategies to drive data quality improvements
• Work cross-functionally as stakeholder in organizational contact management strategy

Platform Support, Maintenance & Feature Deployment

• Lead the Backlog Management Process including daily scrum, backlog refinement and sprint planning. Collaborate with rest of CRM team to meet sprint targets.
• Provide primary front-line contact for user support, training and data application requirements for users of CRM across the organization.
• Determine prioritization and oversee the resolution of problems and issues with the CRM scrum team.
• Act as liaison between the business stakeholders, the technology team and the support team throughout multiple project lifecycles.
• Oversee the development of customized reports and dashboards in CRM that drive business decisions.
• Write and distribute communication of releases and new functionality to CRM business users.
• Ensure deliverables are functional, well performing, reliable, and flexible.
• Coordinate the creation of test cases and User Acceptance Testing as required.

Marketing

• Participate in the development of supporting materials including sales tools, guides, marketing collateral, training and communications materials, customer presentations, and videos.
• Complete project work as directed by Manager, Commercial Marketing.

Work Experience

• 5+ years’ professional experience in a related role
• Experience with B2B lead management and sales processes
• Experience managing product roadmaps in a mid to large size organization
• Demonstrated experience developing programs to launch product enhancements and drive user adoption of processes and systems
• Demonstrated experience managing cross-functional groups to deliver successful product launches

Knowledge, Skills and Abilities

• Strong stakeholder management, communication, and engagement abilities
• Experience managing relationships & leading internal cross-functional teams and vendor partners
• Managing product roadmaps and prioritizing backlogs to meet business requirements within established time frames
• Strong troubleshooting and analytical skills and ability to provide creative solutions to problems and business challenges
• Service-oriented with a focus on reliability and quality of deliverables
• Process analysis, requirements gathering, and project management skills
• Marketing Automation systems experience an asset
• Familiarity with Agile
• Change management training an asset

Education

• Post-secondary degree in Business Administration, Computer Science or equivalent combination of education and experience
• Salesforce Administrator Certification preferred

Special Requirements

• Occasional travel as required by business needs
• Ability to support critical business systems during and outside of regular office hours

What We Offer

• The target salary range for this position is $95,190 to 126,182 per year based on experience
• Comprehensive medical and dental benefits
• Employee Assistance Program
• A group RRSP / DPSP matching program
• Discount on tires and mechanical services
• Flexible remote work policy
• Positive work culture, opportunities for growth and development, and work-life balance.
• Opportunities for professional development, such as training programs, mentorship. , and tuition reimbursement
30+ days ago