CRM Software Manager

6 days ago

montréal, Canada AY Talent Full time

Our client is in search of an experienced CRM Manager to join their Global Marketing team. In this role, you will lead the development and implementation of CRM strategies, optimizing customer engagement and business growth. You will manage the entire CRM lifecycle, from data analysis and customer journey mapping to driving cross-functional collaboration and ensuring the CRM system aligns with our strategic objectives and user needs. They are seeking an individual who combines a visionary outlook with a commitment to customer-centricity.

The opportunity

Strategy and Planning

  • Develop and execute global CRM strategies across sales, service, and marketing, aligning with business goals to enhance customer engagement and drive growth.
  • Create a strategic CRM roadmap, focusing on customer journey mapping, segmentation techniques, and persona development.
  • Develop a reporting framework for strategic decision-making, including setting up KPIs, regular reporting, and applying analytics to refine commercial strategies and customer lifecycle management.
  • Design and implement customer lifecycle management and lead nurturing strategies, focusing on improving conversion rates at each stage of the sales funnel (MQL/SQL)
  • Utilize predictive analytics and AI to automate decision-making and enhance customer engagement.

CRM System and Data Management

  • Partner with IT to build the CRM product's development lifecycle, including requirements gathering, development, QA, and deployment, ensuring performance, scalability, and strategic alignment.
  • Establish a robust customer data management system, including data entry, cleansing, enrichment, and organization to ensure data integrity and compliance with regulations and standards.
  • Focus on user interface and experience design, ensuring the CRM tool is intuitive, user-friendly, and meets the needs of different user groups within the organization.
  • Regularly assess CRM technology and explore new solutions to enhance operational efficiency, including automation, integration with omnichannel platforms, and customer analytics tools.

Cross-Functional Collaboration and Training

  • Collaborate with various departments for CRM integration and process optimization, ensuring consistent user engagement and data management.
  • Lead change management initiatives and CRM training sessions, and ensure effective communication between departments on CRM updates, changes, and new features.
  • Act as a bridge between technical teams and end-users, translating business needs into CRM solutions that drive user satisfaction and performance.

Leadership

  • Guide and mentor a diverse team, fostering a collaborative and high-performance culture.
  • Encourage innovation by staying ahead of industry trends, identifying opportunities for process improvements, and testing new technologies.

Skills, knowledge and abilities

  • Bachelor's degree in marketing, business administration, information technology, or related field.
  • Seven (7) to ten (10) years’ experience in marketing, with three (3) to five (5) years’ hands-on experience in CRM.
  • Demonstrated success in CRM marketing, incl. segmentation strategies and targeted messaging.
  • Experience with CRM systems, data analytics, and AI technologies – knowledge of Creatio, an asset.
  • Skilled in overseeing the entire CRM product development lifecycle, from inception to deployment.
  • Experience in developing and implementing CRM strategies, incl. automation workflows.
  • Knowledge of CRM trends, modern marketing and sales funnels, and lead nurturing techniques.
  • Proven leadership skills in mentoring diverse teams and fostering collaboration.
  • Effective in liaising with stakeholders at various levels, fostering teamwork and collaboration
  • Comfortable in fast-paced environment and proficient in project management and organizational skills.
  • Strong passion for data management and developing customer journey campaigns.
  • Strong analytical skills and experience with data analysis tools.
  • Knowledge of digital marketing and e-commerce, with campaign management, an asset.
  • Knowledge of the Microsoft Office suite (Word, Outlook, Teams and Excel) required
  • Excellent communication skills; fluent French and English (oral & written) required. This position will be working with global partners and researching competitors across the globe and presenting data analysis to members of leadership in Australia.
  • Bonus: knowledge of pharmaceutical and/or healthcare industry.

What’s in it for you…

They invest time and resources into making sure their company is as good as the people they hire.

  • Work/Life Balance - 37.50 hour workweek with early Fridays all year long, PTO and vacation policy
  • Invest in your health – Choice of modular plans, health spending account and free Telemedicine
  • Flexible work environment – Hybrid work schedule with home office reimbursement program
  • Your Future is Bright – Opportunities to learn and grow within the company
  • Save for your Future – They contribute to a deferred profit sharing plan (DPSP) when you invest in RRSPs
  • Help us grow – Employee Referral Program
  • Central location - Free parking/accessible by public transportation; a commercial center is within walking distance for lunch or groceries
  • We like to have fun – company events throughout the year

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