Senior Manager, CRM

KPMG - Toronto, ON (il y a 30+ jours)

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You’ve got big plans. We have opportunities to match, and we’re committed to empowering you to become a better you, no matter what you do.

When you join KPMG you’ll be one of over 207,000 professionals providing audit, tax, advisory and business enablement services across 153 countries.

With the support to do things differently, grow personally and professionally and bring your whole self to work, there’s no limit to the impact you can make. Let’s do this.

Overview of the opportunity:
Reporting to the Director, Digital & Creative Agency, the Senior Manager, CRM is responsible for driving the adoption of CRM strategy for KPMG in Canada in the domains of Contact Management, Entity Management, Opportunity Management, and Email Campaign Management. The role provides operational oversight of the SAP-based CRM system

This position is virtual, as well as attending in person meetings in both Toronto offices (Bay Adelaide Centre & Vaughan)

What you will do:
The successful candidate would be responsible for, but not limited to:
Developing and executing CRM strategy that directly aligns with business needs and requirements, and provides relevant insights and recommendations on data and use of CRM
Be a subject matter expert and serve as an advisor to the firm, in CRM and Marketing
Requirements development, governance, prioritization, and testing of enhancements to CRM, ExactTarget and Cvent
Planning and executing CRM data quality initiatives and automated marketing programs, and collaborates with marketers to develop and implement industry/function driven campaigns that pull data from webinars, email and events
Day to day management of a team of CRM & Email Marketing specialists (both onshore and offshore)
Acting as a CRM & marketing automation SME in various Canadian and global projects and work-streams, and define, plan, implement customizations to the CRM system, adhering to budget
Continuously improves the integrity of contact and entity data in the CRM system. Through the CRM Champion network, influences users to enhance the quality of data in the system
Performance development of up to 4 direct reports, and oversight and management of offshore team
Manages relationships with vendors and IT service providers that support the firm’s CRM and Campaign Management systems. This includes platform upgrades, business requirements for new functionalities, testing, troubleshooting and problem resolution, as well as managing a team of offshore analysts
Leads the creation of reports and dashboards that document contact quality, campaign effectiveness, client engagement and lead advancement
Monitoring, resolving and escalating issues as they arise
Continual review of CRM business processes – either by modifying existing processes or creating new ones
Strong collaboration with Marketing & Communications team members and administrative professionals
Performs day to day maintenance and troubleshooting of SAP CRM

What you bring to the role:
7+ years’ experience in CRM and Marketing Automation systems (direct experience with SAP and ExactTarget is preferred)
Direct experience supporting business development, marketing, information management, project management and/or business analysis
Ability to interact with firm leadership and key executives
Strong people skills, client service and team orientation, with ability to interact with clients at all levels of a large organization
Ability to thrive in a fast-paced environment with strong skills in project prioritization/management, organizational efficiency, creative problem-solving, decision-making and dealing with ambiguity
Excellent analytical skills with proficiency in methods of information acquisition, analysis and dissemination, as well as business process management concepts and techniques
Strong technical and data management skills
Technically savvy, someone who can operationally and strategically align campaign objectives with execution
Analytical mindset with the ability to look at data and information and summarize into intelligence that can be acted upon by the business
Self-motivated with an autonomous work ethic
Knowledge of CRM beyond a database, lead management, relationships, etc
Ability to thrive in fast paced environment with rapidly changing priorities
Understanding of CASL and other data privacy legislations
Experience working with a virtual team located in both Canada and India would be an asset
Intellectual curiosity, analytical acumen, strong problem-solving skills
Critical thinking, writing, presentation, attention to detail and project management skills, including time-sensitive projects

Learn more about where a career at KPMG can take you.