Manager, CRM

About the job

At the Trudell Medical Group of Companies our vision is to provide patients throughout the world with medical devices and services that make their lives better. The Group manufactures and globally markets some of the leading brands in respiratory care, including the AeroChamber® brand of valved holding chambers, the Aerobika® brand of OPEP devices, and the AeroEclipse® brand of nebulizers. Trudell Medical Limited is the corporate entity within the Trudell Medical Group of Companies and operates out of our offices in London, Ontario Canada.

Manager, CRM is a new role in our Information Technology Team

This is an office-based role with the option of a hybrid work arrangement.

Must be available to come into the London, Ontario office 3 days per week.

Your success in this role will be grounded in your values as a person who always acts with integrity and who treats everyone with respect. You continuously improve the systems and processes around you, and you take accountability for your work. You thrive in a team environment where you are open to learning from others, adjust to others’ styles, and drive hard to reach shared objectives. You have the ability to manage requirements elicitation activities with a variety of stakeholders and manage a workload that involves tasks from concurrently running initiatives.

You have 4-6 years of experience in CRM application management and solution delivery and a degree in Business Administration, Computer Science, Business Analysis or Marketing. You are proficient in agile delivery methodologies and have 2-4 years of experience in a leadership position with direct reports. You have proficiency in gathering requirements and solution delivery methodologies, a strong understanding of application management and cloud solution management and previous experience in regulated product environments would be an asset. You have a proven track record in leading projects and strong leadership skills. Proficiency in TOGAF enterprise architecture standards is a plus.

Reporting to the Director, Business Solutions, you will ensure value-driven operation of Trudell Medical Group's (TMG's) Client Relationship Management (CRM) platform including managing staffing requirements, optimizing processes and technology, and ensuring a high-availability, high utilization platform. Work closely with business leaders and stakeholders in other departments to maintain and execute against a CRM roadmap that drives scalable value to TMG’s customer facing teams.

Specifically, you will focus on:

Stakeholder Engagement and Governance

• Build positive, productive and collaborative relationships with business and technology stakeholders
• Ensure a value-first approach to CRM feature curation by developing a deep understanding of business processes, objectives and value drivers. Express projects and initiatives in terms of value to the business and contribute towards prioritization
• Contribute towards the establishment and execution of a CRM application governance framework, ensuring compliance, availability, data quality, and sustainability of the governance framework

Solution Delivery, Optimization and Maintenance

• Drive the execution of TMG’s enterprise CRM strategy by collaborating with business stakeholders, technical resources, partners and CRM team members to align on features, prioritization, budget, resourcing and timelines
• Oversee the quality delivery of solutions using industry best practices around requirements gathering, development, testing, deployment, training, and continuous improvement
• Manage CRM related external partners
• Contribute toward the development of budgets by providing insight into technology costs and resourcing requirements
• Provide regular reporting on budget expenditure vis a vis partners and technology costs

Leadership

• Lead, supervise, and mentor CRM team members
• Set clear expectations and provide ongoing feedback to each team member to help maximize their performance and development
• Develop and sustain an engaging team environment with opportunities for continuous personal and professional development
• Lead by example in demonstrating the Company’s values and Core Competencies
• Maintain subject matter expertise in the CRM teams’ processes and deliverables

CRM Thought Leadership

• Ensure CRM deployment is fully leveraging new tools and features that align with Trudell’s strategic objectives
• Remain informed of changes and trends in CRM and enable the education of relevant stakeholders in both business and technology teams
• Prepare and deliver presentations at internal and external meetings
• Participate in relevant internal and external committees and councils, or events
• Contribute to the development of strategic and operational plans

Trudell Medical Limited is an equal opportunity employer. We will accommodate any needs under the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. Should any applicant require accommodation or interview processes, please contact Human Resources.

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