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Enterprise CRM Manager
2 weeks ago
About Queen's University
Queen’s University is the Canadian research intensive university with a transformative student learning experience. Here the employment experience is as diverse as it is interesting. We have opportunities in multiple areas of globally recognized research, faculty administration, engineering & construction, athletics & recreation, power generation, corporate shared services, and many more.
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Job Summary
**JOB SUMMARY**:
Reporting to the Director, Strategy and Partnerships, Information Technology Services (IT Services) the Enterprise Constituent Relationship Management (CRM) Manager (“Manager”) is responsible for the Queen’s Enterprise CRM program. The Manager leads the CRM team, aligning business need with a focus on transforming processes in partnership with stakeholders. The Manager is a motivated leader fuelled by the desire to successfully see through a large, transformative program and to affect meaningful, enterprise change at the crossroads of higher education, information, and technology. Driven by curiosity, the Manager will question why current business processes and practices are in place in partnership with business stakeholders and be a change agent with a clear focus on the constituent’s experience (outside-in view) rather than just the business unit’s immediate needs (inside-out view). Importantly, the focus will need to be on the enterprise-wide viewpoint, across business units and functions.
The Manager is responsible for leading dedicated, meaningful progress in the Definition, Procurement, and Deployment domains of the Enterprise CRM program. The Manager continuously assesses the program roadmap to ensure key deliverables are met on time and on budget. The Manager works with multi-disciplinary staff across various departments / units, and manages, engages, and grows the CRM team required to successfully deliver upon the strategic goals and objectives of the CRM program. The Manager’s work is critical to the future development of the CRM ecosystem as it becomes more complex and requires more coordinated relationship building, process transformation, and change management. The Manager brings with them experience in adapting and using various methodologies such as waterfall, agile or hybrid as needs dictate.
**Job Description**:
**KEY RESPONSIBILITIES**:
- Develops and leads a transformation mindsight utilising people, processes, and technology, performing as a change agent that partners with cross-enterprise business units to modernise their processes using CRM as an enabler.
- Develops and leads the IT Services CRM team to build the skillsets and methodology required to deliver the Enterprise CRM program such as SaaS best practices, configuration management and agile processes; educates through training, individual support, and growth opportunities.
- Builds and maintains strong relationships with stakeholders across the university to ensure unit needs are balanced with the constituent journey and enterprise needs for the CRM program, advocating a people-and-process-first approach to CRM.
- Prepares, organizes, and facilitates workshops with stakeholders to elicit input on process, people, data needs and pain points; utilizes information for input to working deliverables tied to future development/acquisition of CRM functionalities, on-boarding of new users and sustainability of change culture.
- Maintains internal IT Services management of CRM procurement and governance support, alongside quality service by establishing and enforcing organization standards.
- Collaborates with the Strategy and Partnership directorate and Service Development team to ensure that the CRM is set up and advocated appropriately for enterprise use; communicates to ensure ease of use, speed of solution and optimal cost for initial adoption and sustained change management.
- Develops measurement criteria for evaluating CRM-specific strategic and communication plans, including their implementation and effectiveness, and incorporates changes for improvement.
- Prepares for, manages, and provides input to the CRM steering committee, data governance committees and other steering groups as required.
- Monitors and reports against the CRM program roadmap and ensures alignment between CRM team actions, vendor activities, and the university’s CRM strategy.
- Oversees and is accountable for CRM-specific initiatives and/or projects, helping guide analysis, planning, and execution for the program as well as assessing and identifying areas for continuous improvement.
- Leads roadmap planning for on-going CRM developments and future people, processes, information, and tools needed to further integrate for a seamless customer experience.
- Conducts thorough, methodological investigations to identify stakeholder gaps and recommend areas of improvement using the Enterprise CRM.
- Creates compelling cases for change that support opportunities to address existing unit-fac
