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CRM Strategist Expert Journey Owner

National Bank

This is a Contract position in Montreal, QC posted October 12, 2021.

Employee Status: Regular
Schedule: Full-time

  • Are you committed to increasing client loyalty and do you excel at marketing strategy and business prioritization?
  • Are your decisions data-based and are you adept at the ongoing optimization of the customer journey?
  • Would you like to transform the omnichannel client experience by rolling out a new client-centric engagement approach with state-of-the-art technologies?
  • Are you interested in developing users’ mindsets and skills in order to standardize this new experience?

Reporting to the Senior Manager, Martech and Personalized Communications, you will contribute to delivering an omnichannel client engagement experience and rolling out the customer journeys and personalized marketing components required to meet client needs and business priorities.

You will actively collaborate in the implementation, evolution and operation of business requirements to support a consistent omnichannel client experience. You will therefore propose customer journeys, contact sequencing and the offer catalog. You will make recommendations to the transformation team and communicate decisions that impact program implementation.
As the person responsible for influencing several business sectors and ongoing projects in client engagement, data and IT, your mission will be to give clear guidelines on the CRM evolution strategy and business priorities to cross-sector teams so they can deliver journeys on time.

Main responsibilities

  • In collaboration with the CX, Data and Client Strategy teams, understand and leverage client insights and channels to confirm business opportunities and define the approach to take
  • Create engagement journeys and the touchpoints to be set up based on business needs and priorities
  • Determine display and communications rules for programs
  • Help develop offers and ensure the offer catalogue is updated and used
  • Define optimization tests
  • Ensure overall quality control of the journey
  • Analyze performance results and optimize journeys accordingly
  • Regularly and effectively communicate results, recommendations, highlights, risks and issues, as well as their impact on people, processes, rollouts, roadmaps and costs, in order to guide decision-making
  • Work closely with the transformation product owners (POs) to persuade them to commit to the vision and priorities, and plan the execution of the various priority customer journeys and required technology components
  • Help align and influence various projects and interdependencies to facilitate delivery and reduce delivery risks
  • Help plan budget requirements to deliver programs and promote developments in the medium and long term

  • Bachelor’s or master’s degree in a marketing discipline or a related field
  • Six to eight years of experience in a similar position in a large organization
  • Able to transform a business objective into a client-centric personalized marketing program that is measurable and quantifiable
  • Excellent leadership skills with both executives and colleagues, and proven ability to influence
  • Excellent verbal and written communication skills. Able to clearly explain a business need to a technical team or explain a technical decision to an executive
  • Strong organizational, analytical and problem-solving skills to support delivery teams with their risks and issues
  • Impeccable personal time management skills and able to cultivate a strong work ethic: you’re diligent and you seek to improve how you do things
  • Be open to constructive criticism, have managerial courage and empathy when offering feedback
  • Proficient with the Atlassian project management tool JIRA (an asset)
  • Proficient with Salesforce Marketing Cloud, an asset
  • Bilingual (English and French)

Your Benefits

As soon as you are hired, we offer you several benefits to help you grow. In addition to a competitive salary, we offer several flexible and advantageous benefits for you and your family:

Health and wellness program including numerous benefits

  • Flexible group insurance
  • Defined contribution pension plan (new employees at the Bank) or defined benefit pension plan (current employees at the Bank)
  • Stock acquisition plan
  • Employee and Family Assistance Program
  • Preferred banking services
  • Community Involvement Program
  • Telemedicine
  • Virtual Sleep Improvement Clinic

These benefits are just a few of the many advantages available to you. In the context of the pandemic we are experiencing, several additional measures are in place to support your health, safety, and well-being.

Our dynamic work environments and modern collaboration tools promote a pleasant employee experience. We value employee input. Whether it is through our surveys or through our programs, continuous dialogue and feedback are encouraged.

Putting people first

We are a bank with a human touch that stands out for its boldness, its entrepreneurial culture, and its passion for people. We exist to have a positive impact on people’s lives. Our core values of togetherness, agility and empowerment are our inspiration. Inclusion is at the heart of our commitments. We provide a barrier-free, accessible workplace for all employees. We welcome candidates from all backgrounds and would love to hear what you can add to our team.

Ready to make a difference as a team? Make a positive impact? To grow in your career? Submit your application!


JobField: Marketing
Unposting Date: 2021-10-26
Job Number: MAR0010P
Posting Date: 2021-10-12