Campaign Automation

**The Position**:
The Campaign Automation & CRM Specialist serves as a campaign automation expert, managing Canada's campaign automation, identifying technical opportunities and limitations, leveraging expertise in campaign execution best practices to support omnichannel strategies, and collaborating with stakeholders for effective execution. Ensures adherence to business rules, mitigate campaign execution and system risks, participate in data-driven strategy reviews. Acts as a CRM expert and business partner, by providing guidance to stakeholders on technical, functional, process, data and integration aspects, and impact of requested changes. Manages projects to implement new CRM features and enhancements, including testing and training, contributing to seamless deployments. This role requires strong networking skills as it involves close collaboration with cross-functional teams and managing updates within CRM platforms to ensure the latest configurations and data accurately represent the business needs (user access, territory structure, segmentation, etc.). This role contributes to both Global and Local strategic initiatives.

**Responsibilities**:

- Manage campaign automation and virtual event execution for Canada through the global Delivery Units across supported channels. Serve as a campaign automation expert, supporting omnichannel strategies and the use of new and existing digital channels. Collaborate with Campaign Owners and Omnichannel Managers for accurate and timely campaign execution. Manage campaign and event requirements, programming, target list development, and change requests.
- Ensure teams follow global business rules and create new rules for local campaigns as needed. Drive effective change management to enable smooth collaboration with stakeholders. Identify and mitigate potential risks related to execution, systems, etc. in campaign strategies and monitor campaign performance. Perform in-depth testing of new and existing campaign and event functionality.
- Partner with stakeholders to conduct regular campaign reviews, analyze data, understand customer behavior, and inform future strategies. Collaborate on system/process enhancements to improve campaign and event effectiveness.
- Collaborate with the Global Data Driven Engagement Community to share insights into successful campaigns, events and general learnings.
- As a CRM Subject Matter Expert (SME), identify, implement, and improve CRM capabilities to drive efficiencies for Business User groups across the organization, such as Sales, Medical, Marketing, etc.
- Network with local and global stakeholders to build credibility and influence without authority. Provide guidance to local and global stakeholders on the impact of any requested changes to the current CRM solution or implementation of new features. Perform requirements gathering. Translate complex technical information into business-friendly terminology that is clear and concise using verbal, written and visual presentations.
- Manage CRM projects for implementations, upgrades, releases, etc., including timelines, requirements, testing, training, change management, communications, and documentation. Proactively identify risks, issues, and dependencies that may impact project timelines or deliverables, and collaborate with stakeholders to devise a mitigation strategy. Determine implementation approach with a focus on quality and efficiency for Business Users.
- Provide guidance to Business Users, work with Level 2 CRM Support on technical issues, and follow through to resolution.
- Partner with Analytics and Business Leads to develop or modify alignments, segmentation, customer targets, etc., and manage updates within CRM platforms, ensuring the most recent information is available in the system.
- Performs analysis to identify opportunities for improvement, streamline workflows, and enhance system functionality. Lead requirements gathering. Document processes and manage updates.
- As a Data Steward, ensure data quality and integrity, identifying potential risks, prior to implementing enhancements or configuration changes in CRM.
- Manage consent in all relevant platforms to ensure local compliance requirements are met. Act as the consent model SME and provide guidance to local and global teams on downstream impact of any changes.
- Perform data loads, validation, data maintenance, etc. Ensure compliant usage of the system. Manage user setup and ensure end users have the necessary access based on role requirements.
- Develop ad-hoc reports and present data in a user-friendly manner.
- Lead investigations into platform, process, data, and integrations issues, ensuring resolution.
- Completion of assigned projects and tasks within the set deadlines. Develop documentation, such as SOPs, internal knowledge documents, etc. Look for opportunities to innovate and improve efficiencies.

This position is based in the Burlington, Ontario office located at 5180 South Service Road and is