Customer Relationship Management Specialist

Company Description

Headquartered in Toronto, Navigatr Group is a privately held, billion-dollar family of premium travel companies with a strong track record of growth. Its brands include Kensington Tours (custom private-guided touring), Travel Edge (luxury-focused leisure and business travel), and TripArc (industry-leading travel technology and procurement solutions). Each team within Navigatr Group is comprised of high achievers who are dedicated to innovation and delivering outstanding service, and driven by an unwavering belief in the future of travel.

**Job Description**:
Operating out of our Toronto office, the CRM Specialist oversees the management of all marketing automation system functions, including maintenance and configuration of Active Campaign and its integration with Zoho CRM and other third-party technology partners.

They will be responsible for executing the corporate CRM strategy, building the necessary CRM infrastructure, executing multichannel campaigns, and completing post analysis. They will identify new opportunities & will achieve business goals by building a customer-oriented organization.

**Key Responsibilities**:

- You will implement the data integration into the CRM platform structure and architecture and ensure the data is segmented effectively for targeted marketing activities
- You will execute data-driven integrated, multichannel campaigns based on customer behavior, insights, and business targets.
- _ Y_ou will implement testing strategies for all CRM aspects to improve effectiveness and efficiency
- You will also work to ensure the CRM system provides an effective sales funnel by implementing multichannel marketing techniques that will drive customer conversions.
- Configure, develop, and optimize processes, workflows, and functional enhancements to support business goals
- Direct testing and validation of delivered enhancements and gain user acceptance of the solution before deployment
- Troubleshoot issues and develop programs to handle data processing to ensure every lead is processed accurately and in a timely manner
- Update export file configurations for integrations as needed
- Enforce configuration and naming standards for campaigns, assets, UTMs, and programs
- Update and maintain lead lifecycle and lead scoring models
- Ensure solutions are compliant and meet the privacy and security expectations of our customers and shareholders (GDPR, CASL, etc.)
- Manage a variety of inbound contact lists/segments from other databases/sources
- Document and communicate configuration changes and standards
- Provide recommendations for enhancing effectiveness, and improving KPIs such as open and click rates
- Develop implementation plans for lifecycle, automated, and enhanced personalization using segmentation and predictive modeling
- Manage database lifecycle within ESPs

**Qualifications**:

- Degree in business, marketing, or a related field
- 3+ of experience in a CRM position
- Excellent interpersonal and communication skills with a customer-oriented attitude
- A team player with leadership skills and ability to manage projects end-to-end
- Solid understanding in customer acquisition initiatives
- Technical expertise and proficiency with Active Campaign and Zoho CRM is preferred
- Experience with overseeing data integration projects
- Manage the relationship between campaign expenditure, campaigns, leads touched, opportunities created, pipeline value and deal value
- Implementation, analysis, and optimization of lead nurture paths experience
- Manage list scrubbing, data hygiene, and data enrichment/augmentation programs
- Excellent communication skills with the ability to present and influence at all levels of the organization with strong written, visual, and verbal communication and meeting facilitation skills
- Proven ability to direct, lead and collaborate with resources without direct management responsibility and to create and define a plan with little to no direction
- Proven experience of effectively obtaining users involvement and support.

Additional Information
**Cultural Fit**:

- Thrives working in a technology and KPI-driven organization
- Able to thrive in an entrepreneurial environment with ambiguity
- Highly functional in a fast-paced, constantly changing workplace - building plans through iterations from learning what’s working and not working
- Low ego and a team player
- Has the ability to build trust and work through conflict both upwards and downward