CRM Operations Manager Position

Toronto, Canada


Identify, develop and the implementation of strategies related to CRM/ERP operational efficiencies and improvements.

Contribute to the development of support team's internal tools, processes and procedures, and tracking metrics. Has some latitude in decision-making and acts independently to determine methods and procedures on new initiatives.

The position plays a critical role in fostering healthy communication flows inside and outside the team ensuring a strong voice is represented with all interested and affected parties.

Manage capacity planning; Reallocate resources and track time spent on issues in order to define future hiring requirements

Look for opportunities to optimize the world-wide billing and collections on state systems.

Contribute to the development of support team's internal tools, processes and procedures, and tracking metrics. Clarify roles & responsibilities and establish a central hub and drive cadence for management of support SOP’s

Help establish and implement a consistent “Go-live playbook”/ the “Client way”

Operate as the day to day point of contact for internal customers and key distributors

Ensure that issue and related escalations are managed to resolution efficiently across the organization.

CRM Systems Management:

Lead the roadmap and implementation for the collection, management and utilization of data across the CWI customer journey.

∙ Oversee the execution of all technical aspect for the strategy as it relates to CRM and related systems (web portals, licensing, etc.).

∙ Develop and manage action plan for implementing CRM automation strategy, including reporting, marketing & sales campaign support and channel support.

∙ Ensure data management processes and tools are set to take in collection data effectively and efficiently.

∙ Maintain the quality and reliability of the data in the CRM system. Ensure policies and procedures are in place to support the collection and management of CRM data.

∙ Integrate work across core teams to implement strategic approach with IT, Marketing, Sales, etc.

∙ Work closely with Marketing, Sales and Channel Management to ensure KPI’s are established and reported against.

∙ Act as CASL (Canadian Anti-Spam Legislation) champion within CWI to ensure full compliance within CRM program.

∙ Gather and translate business requirements to technical requirements and work between Marketing and Technical teams to deliver the solution.