Director of Customer Relationship Management

5 days ago

Regina, Saskatchewan, Canada Brandt Full time

About the Role:

Brandt is seeking a highly skilled Director of CRM to lead our customer experience strategy. This key position will oversee all CRM functions, including building the business's overall customer relationship management capability, to support our teams' requirement for high-level service and excellent consumer experience.

Key Responsibilities:

  1. Develop an intimate understanding of Brandt's diverse sales channels in both wholesale and retail capacities.
  2. Lead a team of specialists focused on the primary functions of a successful CRM platform.
  3. 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.
  4. Act as the primary point of contact, administrator, and internal expert on sales and customer success systems.
  5. Collaborate with stakeholders from Sales, Parts & Service, Sales Support, Information Technology, Customer Support, and Marketing to ensure seamless integrations with key systems.
  6. Build and manage the day-to-day operations of a CRM team, including coaching, performance management, and mentorship.
  7. Provide leadership and oversight of cost and resource scoping during initial CRM project development and normal CRM operations.
  8. Identify data metrics and analysis across CRM systems and processes to strengthen value creation with customers.
  9. Provide insight and influence on CRM technology design and implementation to maintain alignment with common processes across the organization.
  10. Work closely with marketing and technology teams to champion the evolution of CRM technology to support smart, automated, omni-channel sales conversion.

Requirements:

  1. Proven experience leading a team, demonstrating exceptional leadership and management skills.
  2. Effective communication skills to execute cross-functional and departmental duties.
  3. Strong analytical skills to conduct data analyses and derive insights.

Preferred Qualifications:

  1. Possess a post-secondary diploma or degree in a relevant field.
  2. At least 7 years of experience in CRM, preferably as a Senior CRM Manager or related role.
  3. Experience with Customer Data Platforms (CDP), Microsoft Dynamics Sales, Marketing, Service platforms, and similar technologies.
  4. Demonstrable experience in developing and delivering CRM strategies for a business, resulting in increased consumer value and revenue.
  5. Knowledge of CRM systems and data in ecommerce, offline channels, including call centers and direct retail.
  6. Experience in establishing procedures for monitoring progress against business plans.
  7. Experience in creating high-quality reports and documentation for internal and external audiences.

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