CRM Specialist, E-Commerce (Remote)
About the position Responsibilities • Act as a primary support resource for all staff, promoting best practices and encouraging consistent CRM usage. • Create and maintain user guides, training materials, policies, and documentation to support CRM onboarding and ongoing education. • Deliver training sessions and provide one-on-one support to improve CRM literacy across teams. • Build strong working relationships with users to understand their day-to-day needs and challenges. • Monitor usage metrics and work with groups to fully utilize CRM and CRM-related systems/tools. • Support user groups through change management and adoption of new features or process transitions. • Work closely with internal communications to ensure CRM-related updates, news, information are communicated on a regular basis. • Collaborate directly with business users to implement and apply CRM-related processes that support operational goals. • Translate business requirements into practical CRM solutions and workflows. • Work closely with IT stakeholders to communicate business needs and support technical issues and implementation. • Provide hands-on support in troubleshooting CRM issues and identifying root causes. • Deep understanding of and ability to troubleshoot automations between all CRM-related systems. • Locate and interpret data within the Microsoft Dataverse to support reporting and decision-making. • Monitor data hygiene from user activity to ensure data integrity guidelines are followed and escalate issues when necessary. • Identify and coordinate CRM strategies and initiatives that support organizational goals and objectives. • Contribute to the development of a CRM roadmap by providing insights from user interactions and system usage. • Support the implementation of internal CRM policies and governance practices. Requirements • 3-5 years of experience supporting, implementing, or operating CRM systems in a hands-on, user-facing capacity. • Experience with Power Automate. • Demonstrated experience in troubleshooting, issue diagnosis, and monitoring data integrity within CRM environments. • Strong understanding of CRM systems, business process mapping and providing guidance and expertise on best practices. • Analytical mindset, able to track metrics, interpret usage data and provide recommendations. • Ability to work directly with business users to apply/improve processes and resolve issues in real time. • Excellent communication and interpersonal skills, with a focus on user support and engagement. • Proven ability in working in a fast-paced customer service/support environment. • Detail-oriented with strong problem-solving skills. • Ambition and self-motivation. Nice-to-haves • Experience with Microsoft Dynamics 365 and Customer Insights (CI). • Experience with Power BI. • Experience in contributing to CRM governance frameworks or strategic roadmaps. • Technical proficiency in navigating the Microsoft Dataverse and supporting data-related inquiries. Benefits • Virtual First - work from home anywhere across Canada with a budget to set up your home office. • A workplace where your hard work is not just valued, but actively celebrated. • Healthcare benefits from Day One to support your physical and mental wellbeing, including a $2,500 benefit for Psychologist, Social Worker or Psychotherapist services. • Work/Life Balance: In addition to 20 days annual vacation, we close between Christmas Day and New Year's Day, observe 13 holidays per year and offer Friday afternoon closures. • A modern, defined benefit (DB) pension plan: We care about your future and offer a pension plan with a 5% match from Day One. • Employee Family Assistance Program (EFAP): We understand that life can be unpredictable and challenging and EFAP supports you and your family during difficult times. • Maternity and parental leave top-up plan. Apply tot his job