Senior Manager, Sales & CRM Optimization

Why FirstOntario?

• Competitive compensation packages
• Top-tier health and wellness benefits, including comprehensive benefits packages, a yearly health spending account and personal spending account
• Enhanced mental health benefits through SunLife and TELUS Health
• Exclusive banking benefits
• Up to $1000 per year towards professional development
• Pension Plan
• Flex-work environment
• Company-wide Employee Volunteer program (Blue Wave Program)
• Employee and Family Assistance Program

Job Overview

The Senior Manager, Sales & MRM Optimization plays a key role in shaping FirstOntario's new Member Relationship Management (CRM/MRM) platform and how it is used across the organization. This role supports the strategic direction of Retail, Business and Wealth by creating and managing MRM-specific workflows, triggers, automations, adoption strategies and related processes. The position is responsible for helping the platform mature with the organization and become an essential tool for teams to leverage across the member journey.

This role also supports Retail Banking initiatives that deepen member relationships and engagement, including campaigns, projects and other member engagement activities.

Role

Support the end-to-end launch of the MRM platform, including vendor coordination, data migration, system configuration, and user onboarding across all phases of deployment.

• Responsible for the overall management of FirstOntario's MRM platform, inclusive of:
  • All configurable elements including workflows, automations, alerts and reminders, process paths, member journeys, templates, recommendations, dashboards and reporting structures in conjunction and collaboration with cross-functional teams
  • Working with leadership to define and manage a MRM roadmap, ensuring alignment to organization goals and member experience strategies
• Establish any MRM-related processes while working alongside Operations for documenting and communicating
• Standardize the member experience across all life stages by leveraging MRM tools and process-driven standards
• Identify opportunities to automate repetitive tasks and member communications and see through to implementation
• Partner with Retail, Business and Wealth teams to build and execute MRM-driven campaigns inclusive of lead nurturing, onboarding, retention and cross-selling initiatives
• Enable the adoption and maximize the impact of embedded sales effectiveness tools within the MRM/CRM ecosystem to improve sales team performance and operational efficiency
• Support and monitor MRM-related KPIs and overall performance metrics to help inform strategic decisions
• Manage semi-annual MRM updates directly with the MRM vendor and FirstOntario's IT team, inclusive of testing, bug reporting, feature implementing and regression testing
• Administer and maintain the MRM platform in conjunction with FirstOntario's IT team
• Work with Business Intelligence to support the development of dashboards and reports that meet the needs of both staff and leadership of member-facing teams
• Support cross-functional projects that involve MRM integrations, reporting and member communication-related elements
• Support the overall change management and initial and ongoing training efforts to ensure MRM is successfully adopted across the business
• Run internal focus groups and steering committees as required as it relates to MRM
• Support Talent & Sales Enablement around all training elements related to the MRM and its overall adoption across the business as required
• Support related Retail initiatives, campaigns and projects as required while being an advocate for improving member engagement and the overall member experience
• Serve as a subject matter expert and internal consultant for MRM best practices
• Support MRM-related inquiries through the Enterprise Support & Resolution Hub as required
• Continuously gather feedback from users to improve MRM usability and effectiveness
• Performs additional duties as assigned

Requirements

• Post-secondary degree or diploma in business, economics or relevant industry experience
• Three (3) years progressive experience in the financial services industry inclusive of sales experience
• Two (2) years of Customer Relationship Management (CRM) platform configuration experience
• Experience with CRM systems such as SugarCRM, Salesforce, Microsoft Dynamics, HubSpot, or other in-market CRM platforms
• In-depth knowledge of financial products, services and the overall member/customer experience from initial onboarding to the estates process
• Tech-forward mindset and comfortable using a broad set of digital tools with a drive for innovation and change
• Exceptional attention to detail with an ability to meticulously test software configuration changes
• Must be a resourceful problem solver and possess a strategic mindset, capable of navigating a strategic vision from initial concept to desired outcome
• Strong interpersonal and communication skills
• Ability to train as required while supporting the success of internal stakeholders and the overall business
• Proficient using MS Office Suite, working knowledge of financial institution banking systems is considered an asset
• Be aware of and mitigate enterprise risk factors and ensure compliance with applicable regulations, legislation and FirstOntario policies and procedures
• Must be willing to travel as required

This role is hybrid in Stoney Creek, ON.

This posting is for an existing vacancy.

Salary Range: $93,677 to $128,806 annually.

Compensation for this role reflects a combination of skills, experience, and internal equity. Those whose experience more closely aligns the role's requirements may be placed higher within the salary range. You will learn more about FirstOntario Credit Union's total rewards package during the interview process.

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know.