Location
Montréal, QC | Canada
Job description
Our client is a global corporation with locations throughout North America, Australia, and Europe, that contributes to healthcare by leveraging strong partnerships that deliver customized solutions with an unwavering commitment to quality and innovation. They offer an unfailing devotion to improving lives across many needs and people.
They are searching for an experienced CRM Manager to join their Global Marketing team. In this role, you will lead the development and implementation of CRM strategies, optimizing customer engagement and business growth. You will manage the entire CRM lifecycle, from data analysis and customer journey mapping to driving cross-functional collaboration and ensuring the CRM system aligns with our strategic objectives and user needs. Our client is looking for an individual who combines a visionary outlook with a commitment to customer-centricity.
Your key responsibilities
Strategy and Planning
- Develop and execute global CRM strategies across sales, service, and marketing, aligning with business goals to enhance customer engagement and drive growth.
- Create and establish a CRM product vision and strategic roadmap, focusing on customer journey mapping, segmentation techniques, and persona development for targeted marketing and personalized experiences.
- Develop a new framework for using CRM data for strategic decision-making, including setting up KPIs, regular reporting, and applying analytics to refine commercial strategies and customer lifecycle management.
- Design and implement customer lifecycle management and lead nurturing strategies, focusing on improving conversion rates at each stage of the sales funnel.
- Utilize predictive analytics and AI to automate decision-making and enhance customer engagement.
- Actively shape and optimize the marketing and sales funnel (MQL/SQL), focusing on effective lead management and conversion from inception.
CRM System and Data Management
- Partner with IT to build and manage the CRM product's development lifecycle, including requirements gathering, development, testing, and deployment, ensuring performance, user satisfaction, and strategic alignment.
- Establish a robust customer data management system, including data entry, cleansing, enrichment, and organization to ensure data integrity and compliance with regulations and standards.
- Focus on user interface and experience design, ensuring the CRM tool is intuitive, user-friendly, and meets the needs of different user groups within the organization.
- Regularly assess the CRM technology stack and user performance, staying informed on current trends and best practices. Proactively drive system enhancements and technology upgrades to improve user experience, and operational efficiency, and provide a 360-degree view of customer interactions.
Cross-Functional Collaboration and Training
- Collaborate with various departments for CRM integration and process optimization, ensuring consistent user engagement and data management.
- Lead change management initiatives and CRM training sessions, and ensure effective communication between departments on CRM updates, changes, and new features.
- Equip commercial teams with the necessary CRM tools and information to effectively engage, convert, and close deals.
Leadership
- Lead, mentor, and support a diverse team of CRM professionals across marketing, sales, services, and IT, to drive growth, encourage innovative thinking, and cultivate a collaborative work environment.
Skills, knowledge, and abilities
- Bachelor's degree in marketing, business administration, information technology, or related field.
- Seven (7) to ten (10) years of experience in marketing, with five (5) years of hands-on experience in CRM.
- Demonstrated success in CRM marketing, incl. segmentation strategies and targeted messaging.
- Experience with CRM systems, data analytics, and AI technologies – knowledge of Creatio, an asset.
- Skilled in overseeing the entire CRM product development lifecycle, from inception to deployment.
- Experience in developing and implementing CRM strategies, incl. automation workflows.
- Knowledge of CRM trends, modern marketing and sales funnels, and lead nurturing techniques.
- Proven leadership skills in mentoring diverse teams and fostering collaboration.
- Effective in liaising with stakeholders at various levels, fostering teamwork and collaboration.
- Comfortable in a fast-paced environment and proficient in project management and organizational skills.
- Strong passion for data management and developing customer journey campaigns.
- Strong analytical skills and experience with data analysis tools.
- Knowledge of digital marketing and e-commerce, with campaign management, is an asset.
- Knowledge of the Microsoft Office suite (Word, Outlook, Teams, and Excel) is required.
- Excellent communication skills; French and English (oral & written) required. This position will be working with global partners across the globe and researching, strategizing, and presenting data analysis to members of leadership in Australia.
- Bonus: knowledge of the pharmaceutical and/or healthcare industry.
What’s in it for you…
Our client invests time and resources into making sure their company is as good as the people they hire.
- Work/Life Balance - 37.50-hour workweek with early Fridays all year long, PTO, and vacation policy
- Invest in your health – Choice of modular plans, health spending account, and free Telemedicine
- Flexible work environment – Hybrid work schedule with home office reimbursement program
- Your Future is Bright – Opportunities to learn and grow within the company
- Save for your Future – They contribute to a deferred profit sharing plan (DPSP) when you invest in RRSPs
- Central location - Free parking/accessible by public transportation; a commercial center is within walking distance for lunch or groceries
Requirements:
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