CRM & Data Specialist

**OVERVIEW**

Ottawa Tourism’s vision is to be one of Canada’s most visited, sustainable, vibrant, and valued urban destinations and the tourism authority for key economic development and city-building decisions in Ottawa. Ottawa Tourism's mission is to market and sell Ottawa as a compelling leisure and business destination and lead or participate in initiatives that improve Ottawa’s visitor experience. We contribute to the broader economic development objectives of the city and the success of our stakeholders and, by doing so, enrich the quality of life for all Ottawa residents.

Reporting to the Vice President, Finance & Administration, the CRM & Data Specialist is responsible for managing the organization’s CRM platform, overseeing workflow development regarding customer relations, database management, and data insights. The position will work closely with several other functions and departments in the organization to achieve a high level of excellence regarding CRM and data management and best practices. This position will help contribute towards Ottawa Tourism’s goal of becoming a best-in-class, data-driven organization. To have the greatest level of impact in this position, we are looking for someone with confidence, experience, and a positive outlook.

Key Competencies
- Strong verbal and written communication and presentation skills
- Ability to prioritize and think strategically
- Willingness to act as a key contributor in a fast-paced organization
- Ability to build and maintain internal relationships and to work as part of a team
- Strong commitment to continuous self-improvement and to the improvement of the organization’s workflows and CRM management capabilities

Primary Areas of Responsibility

**CRM**
- Review and manage the CRM system for the organization, ensuring integrity in the database.
- Lead the development and implementation of workflow processes to ensure data is efficiently entered into the CRM system and available for further analysis in proper format.
- Coordinate communications and best practices between departments to ensure adherence to CRM best practices for data entry, standardization, and reporting.
- Develop and manage internal training documentation for CRM best practices.
- Train new members and staff on the CRM system.
- Assist in trouble-shooting performance issues with related vendor support teams.
- Act as primary point of contact / relationship manager with CRM vendor.
Ensure that all data is entered correctly; work with all stakeholders to ensure ongoing accuracy.
- Ensure business processes are built and mapped in the CRM for data collection to facilitate efficient business decision-making.
- Review the capabilities of the CRM platform to ensure staff are utilizing the system to its fullest level of capability.
- Advise strategically on the value and implications of other system improvements related to maximizing the CRM.
- Any updated CRM features are reviewed and introduced to the team as appropriate.

**Business Intelligence**
- Ownership for the production, validation, and review of monthly, quarterly, and yearly sales reports, for both internal and external stakeholder reporting
- Build and manage reports and dashboards using CRM data and the BI platform (PowerBI)
- Research and support methods to automate export of data and/or reports from the CRM to the BI platform including using third-party API & integration tools
- Communicate effectively and frequently within the BI team on upcoming changes to the CRM data/report schema that affects downstream data processing and the BI data pipeline.

Essential Qualifications
- Post-secondary qualification in a related field (CRM, database management, etc.)
- Minimum of 2 years related experience, ideally with an emphasis on tourism and hospitality or within a member-based organization with diverse stakeholder needs
- Ability to work both independently and as part of a team
- Ability to plan and act with mínimal supervision
- Demonstrated proficiency using database/CRM software, and back-end web capabilities
- Knowledge of Microsoft Office 365, advanced knowledge of Excel
- Excellent oral and written skills
- Demonstrated ability owning administrative CRM tasks, and working with (CRM vendor) customer success teams
- Understanding of relational database management systems (RDBMS)
- Basic understanding of data visualization techniques - charts, plots, maps etc. - and their technical fit as per reporting use case(s)

Assets
- Bilingual in English and French, both written and spoken
- Experience using BI tools such as Tableau, Power BI or DOMO
- Google Analytics 4 Certification

DEADLINE TO APPLY: Monday, August 28 at 9:00 am

**APERÇU**

La vision de Tourisme Ottawa est d’être l’une des destinations urbaines les plus visitées, les plus durables, les plus dynamiques et les plus appréciées au Canada, et d’être l’autorité touristique responsable de prendre les décisions clés en matière de dév