CRM Specialist, E-Commerce

The Conference Board of Canada (CBoC) is the nation's largest independent applied research organization offering unbiased, evidence-based information and analysis to both industry, NGOs and federal/provincial governments. We have one of the country's largest private economic analysis and forecasting teams and are widely recognized for expert economic forecasting, modeling, and leading analysis. CBoC undertakes research to address the most pressing issues in Economics, Innovation and Technology, Human Capital, Sustainability, Immigration, Indigenous and Northern Communities, Education and Skills, and Health. Our social science research provides actionable pathways to solutions. Simply put, we deliver insights that help Canada's leaders cut through the noise and make informed decisions.

We are seeking a CRM Specialist to join the Digital and Analytics team.

Our Ideal Candidate… is an experienced, ambitious and self-motivated individual to play a key front-line role in supporting the organization's CRM adoption, usage, and day-to-day operations. This role bridges the gap between business processes and technical capabilities, ensuring our Dynamics 365 CRM platform is effectively leveraged to meet strategic goals.

As the primary point of contact for CRM-related inquiries (inclusive of CRM and CRM-integrated systems), the CRM Specialist works directly with business users to provide hands-on support, deliver training, troubleshoot issues, and enforce data integrity standards. The role also involves translating business requirements into technical requests and collaborating closely with IT stakeholders to ensure alignment between business needs and system implementation.

A strong technical foundation paired with the ability to communicate clearly and effectively with non-technical stakeholders is essential in this role. The CRM Specialist also maintains and coordinates our CRM roadmap and governance initiatives.

We are a virtual organization and as a remote worker you must be comfortable and able to work 100 per cent of the time from a home office in Canada. To be successful as a remote worker you need to have a self-starter attitude, possess strong organizational and time management skills and be a proactive communicator. Having a home office environment that provides for a productive, professional, and safe work environment during regular working/business hours is a requirement of this role. This includes internet service and a reliable connection.

About the Role

CRM Adoption & Engagement

• Act as a primary support resource for all staff, promoting best practices and encouraging consistent CRM usage.

• Create and maintain user guides, training materials, policies, and documentation to support CRM onboarding and ongoing education.

• Deliver training sessions and provide one-on-one support to improve CRM literacy across teams.

• Build strong working relationships with users to understand their day-to-day needs and challenges.

• Monitor usage metrics and work with groups to fully utilize CRM and CRM-related systems/tools.

• Support user groups through change management and adoption of new features or process transitions.

• Commitment to producing high quality work and demonstrating professional values in all aspects of work and interactions with colleagues and customers.

• Work closely with internal communications to ensure CRM-related updates, news, information are communicated on a regular basis

Business Process & Technical Support

• Collaborate directly with business users to implement and apply CRM-related processes that support operational goals.

• Translate business requirements into practical CRM solutions and workflows.

• Work closely with IT stakeholders to communicate business needs and support technical issues and implementation.

• Provide hands-on support in troubleshooting CRM issues and identifying root causes.

• Deep understanding of and ability to troubleshoot automations between all CRM-related systems.

• Locate and interpret data within the Microsoft Dataverse to support reporting and decision-making.

• Monitor data hygiene from user activity to ensure data integrity guidelines are followed and escalate issues when necessary.

• Identify and coordinate CRM strategies and initiatives that support organizational goals and objectives.

Governance & Roadmap Development

• Contribute to the development of a CRM roadmap by providing insights from user interactions and system usage.

• Support the implementation of internal CRM policies and governance practices.

About You

Required Skills and Qualifications:

• 3–5 years of experience supporting, implementing, or operating CRM systems in a hands-on, user-facing capacity.

• Experience with Power Automate.

• Demonstrated experience in troubleshooting, issue diagnosis, and monitoring data integrity within CRM environments.

• Strong understanding of CRM systems, business process mapping and providing guidance and expertise on best practices.

• Analytical mindset, able to track metrics, interpret usage data and provide recommendations.

• Ability to work directly with business users to apply/improve processes and resolve issues in real time.

• Excellent communication and interpersonal skills, with a focus on user support and engagement.

• Proven ability in working in a fast-paced customer service/support environment.

• Detail-oriented with strong problem-solving skills.

• Ambition and self-motivation.

Nice to Haves:

• Experience with Microsoft Dynamics 365 and Customer Insights (CI).

• Experience with Power BI.

• Experience in contributing to CRM governance frameworks or strategic roadmaps.

• Technical proficiency in navigating the Microsoft Dataverse and supporting data-related inquiries.

Benefits

At CBoC, we believe that putting People First is key to our success and attracting the best people. We are committed to providing a supportive and inclusive work environment where everyone can thrive and we are proud to offer a comprehensive benefits package that includes:

• Virtual First – work from home anywhere across Canada with a budget to set up your home office.

• A workplace where your hard work is not just valued, but actively celebrated. We take pride in our commitment to recognizing and rewarding the exceptional talent that drives our success through our Recognition programs.

• Healthcare benefits from Day One to support your physical and mental wellbeing, including a $2,500 benefit for Psychologist, Social Worker or Psychotherapist services

• Work/Life Balance: In addition to 20 days annual vacation, we close between Christmas Day and New Year's Day, observe 13 holidays per year and offer Friday afternoon closures.

• A modern, defined benefit (DB) pension plan: We care about your future and offer a pension plan with a 5% match from Day One

• Employee Family Assistance Program (EFAP): We understand that life can be unpredictable and challenging and EFAP supports you and your family during difficult times.

• Maternity and parental leave top-up plan

The hiring zone for this position is $67,320-$79,200 annually for candidates from any Canadian province or territory. Salaries are based upon candidate experience, qualifications, specific skillsets, as well as market and business considerations. The full compensation band for this position ranges from $67,320-$91,080. The recruiter can share more information about compensation for the position during the hiring process. This job posting is for an existing vacancy within CBoC. We are actively seeking to fill this role with a qualified candidate.

We value the unique skills, experiences, and insights that each employee brings to The Conference Board of Canada. We are committed to fostering an inclusive and accessible work environment where everyone feels valued, respected, and supported and welcome members of all backgrounds and perspectives to apply. If you require an accommodation at any point during the recruitment process, please email and we will work with you to meet your needs.

We wish to thank all applicants for their interest in The Conference Board of Canada. Please note that only those selected for an interview will be contacted.