Director of CRM

3 weeks ago

Regina, Canada Recruitment Partners Full time
Posted On: Apr 9, 2024

Director of CRM

One of our clients in the Heavy Equipment industry is looking to hire a Director of CRM in their Regina. This position will report to the Vice President of Customer Experience and oversee all CRM functions, including building the business’s overall customer relationship management capability, including capturing customer data across all key touchpoints of the business, to support our teams’ requirement for high-level service and excellent consumer experience.

The Director of CRM is a key pillar in the client’s customer experience strategy. They serve to acquire new consumers, increase customer lifetime value, maximize consumer retention, and empower their parts, sales, service, e-commerce, marketing & advertising, and support teams to provide a world-class customer experience to every customer.

This role requires a variety of skills, from a high degree of business acumen to strong and wide-reaching technical competence, with good organizational skills, and outstanding interpersonal skills.

Your success will be defined by your ability to:
  • Develop an intimate understanding of Brandt's diverse sales channels in both a wholesale and retail capacity
  • Develop and lead a team of specialists focused on the primary functions of a successful CRM platform
  • Own the design, implementation, and maintenance of the company's CRM systems with a focus on scalable integration and workflows to support the growing needs of the business.
  • Act as the primary point of contact, primary administrator and internal expert on our sales and customer success systems.
  • Work with stakeholders from Sales, Parts & Service, Sales Support, Information Technology, Customer Support, and Marketing to ensure seamless integrations with key systems.
  • Build and manage the day-to-day operations of a CRM team, including coaching, performance management and mentorship.
  • Provide leadership and oversight of cost and resource scoping during initial CRM project development as well as during normal CRM operations for the business.
  • Identify data metrics and analysis across our CRM systems and processes to strengthen value creation with customers.
  • Provide insight and influence on the design and implementation of CRM technology to maintain a design that aligns with common processes across the organization that minimize tailoring unique solutions for each group in the business.
  • Work closely with marketing and technology teams to champion the evolution of CRM technology to support smart, automated, omni-channel sales conversion.
Your strengths include:
  • Proven experience leading a team, demonstrating exceptional leadership and management skills.
  • Communication skills - Being a collaborative position, effective execution of cross-functional and departmental duties will be highly dependent on the clarity of communication down the line.
  • Analytical skills - Keen interest and ability in conducting analyses of data and deriving insight from those data analyses.
  • Possess a post-secondary diploma or degree in a relevant field.
  • At least 7 years of experience in CRM, preferably as a Senior CRM Manager, or related role.
  • Experience with Customer Data Platforms (CDP), Microsoft Dynamics Sales, Marketing, Service platforms, Salesforce.com platform, and similar technologies.
  • Demonstrable experience in developing and delivering CRM strategies for a business, resulting in an increase in consumer value and revenue.
  • Knowledge of CRM systems and data in e-commerce, offline channels, inclusive of call centers and direct retail.
  • Experience in the establishment of procedures for monitoring progress against the business plans.
  • Experience in creating high-quality reports and documentation for both internal and external audiences.
If you are interested in this role and meet the above criteria, please submit your resume, in Word format, directly to Gary Gill at gary.gill@rpinc.ca or Shannon Bondad at shannon.bondad@rpinc.ca

Recruitment Partners Inc. is an Alberta-based, Alberta-focused recruitment firm. We are dedicated to building long-term relationships while securing top talent for Alberta’s best employers. At the heart of our efforts is a collaborative, consultative approach. We are proud of our team of consultants, who come with practical business experience, and a strong network of professional contacts, and are focused on what is best for both clients and candidates. We will facilitate the best fit between the client and the candidate. This means reduced turnover, enhanced employee engagement, increased productivity, customer satisfaction, and more.

Accounting & Finance - Sales & Operations - Engineering - Supply Chain - Human Resources - Office Support - Technology

Contact us today - Your Search Partner – www.recruitmentpartners.ca #J-18808-Ljbffr

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