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.
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