Director of CRM

3 weeks ago

Regina, Canada Brandt Full time

Brandt is currently looking for a Director of CRM in our Regina location. This position will report to the Vice President of Customer Experience and oversee all CRM functions, including building the business’s overall customer relationship management capability, including capturing customer data across all key touchpoints of the business, to support our teams’ requirement for high level of service and excellent consumer experience.

The Director of CRM is a key pillar in Brandt’s customer experience strategy. They serve to acquire new consumers, increase customer lifetime value, maximize consumer retention, and empower our parts, sales, service, ecommerce, marketing & advertising, and support teams to provide a world-class customer experience to every customer.

This role requires a variety of skills, from a high degree of business acumen to strong and wide-reaching technical competence, with good organizational skills, and outstanding interpersonal skills.

DUTIES AND RESPONSIBILITIES:

  • Develop an intimate understanding of Brandt’s diverse sales channels in both a wholesale and retail capacity
  • Develop and lead a team of specialists focused on the primary functions of a successful CRM platform
  • Own the design, implementation, and maintenance of the company’s CRM systems with a focus on scalable integration and workflows to support the growing needs of the business.
  • Act as the primary point of contact, primary administrator and internal expert on our sales and customer success systems.
  • Work with stakeholders from Sales, Parts & Service, Sales Support, Information Technology, Customer Support, and Marketing to ensure seamless integrations with key systems.
  • Build and manage the day-to-day operations of a CRM team, including coaching, performance management and mentorship.
  • Provide leadership and oversight of cost and resource scoping during initial CRM project development as well as during normal CRM operations for the business.
  • Identify data metrics and analysis across our CRM systems and processes to strengthen value creation with customers.
  • Provide insight and influence on the design and implementation of CRM technology to maintain a design that aligns with common processes across the organization that minimizes tailoring unique solutions for each group in the business.
  • Work closely with marketing and technology teams to champion the evolution of CRM technology to support smart, automated, omni-channel sales conversion.

#LI-onsite

 



Required Skills

 

  • Proven experience leading a team, demonstrating exceptional leadership and management skills.
  • Communication skills - Being a collaborative position, effective execution of cross-functional and departmental duties will be highly dependent on the clarity of communication down the line.
  • Analytical skills - Keen interest and ability in conducting analyses of data and deriving insight from those data analyses.


Required Experience
  • Possess a post-secondary diploma or degree in a relevant field.
  • At least 7 years of experience in CRM, preferably as a Senior CRM Manager, or related role.
  • Experience with Customer Data Platforms (CDP), Microsoft Dynamics Sales, Marketing, Service platforms, Salesforce.com platform, and similar technologies.
  • Demonstrable experience in developing and delivering CRM strategies for a business, resulting in an increase in consumer value and revenue.
  • Knowledge of CRM systems and data in ecommerce, offline channels, inclusive of call centers and direct retail.
  • Experience in the establishment of procedures for monitoring progress against the business’ plans.
  • Experience in creating high quality reports and documentation for both internal and external audiences.

 

  • Proven experience leading a team, demonstrating exceptional leadership and management skills.
  • Communication skills - Being a collaborative position, effective execution of cross-functional and departmental duties will be highly dependent on the clarity of communication down the line.
  • Analytical skills - Keen interest and ability in conducting analyses of data and deriving insight from those data analyses.

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