Marketing Specialist, CRM

Summary of Position:

The Specialist, CRM is responsible for planning, building, and managing end-to-end execution of our pre and post purchase infrastructure for our CRM programs. You will work cross functionally with multiple departments and are critical in building a seamless consumer journey across Canada Goose globally. You stay abreast of current digital trends and technologies and are a thought leader in the digital consumer space.

Key Responsibilities:

• Assist the Manager, CRM with the planning and strategy of all Canada Goose global triggered programs with specific focus on the transactional and service triggered programs and 1:1 personalized programs that occur during the buying and own phase of a consumer lifecycle
• Drive personalized communication that increases consumers’ engagement with the brand and lifetime value
• Continual review of CRM business processes and channels, either by modifying existing processes/channels or creating new ones
• Support in the planning, consolidation, and implementation of all relevant consumer data into one single source of truth for Canada Goose
• Continuously improve the integrity of data in the CRM system – in being the champion, you influence others to enhance the quality of data
• Support on QA of existing and new customer journey pre-purchase programs
• Develop and maintain relationships with cross functional partners and vendors that support CRM systems and programs to understand application roadmaps, planned enhancements, and updates
• Data legislation knowledge globally and education (GDPR, CASL, CANSPAM)
• Support in the management, solutioning and integration of CRM technologies including but not limited to, Salesforce Marketing Cloud and Microsoft D365 to support commercial and community programs
• Monitoring, resolving and escalating issues as they arise and has knowledge of industry best practices, changing platforms and can identify how these changes impact existing programs
• Leads the creation of reports and dashboards that document revenue generation, campaign effectiveness, consumer engagement and present back to the business
• Support with CRM budget management (e.g. invoicing, PO requests) and other CRM initiatives that include but not limited to, briefings, timeline management, process documentation and ongoing communication of program updates

Education, Qualifications and Experience:

• 3 years of experience managing CRM or digital marketing programs
• Experience with web analytics tools (including Google Analytics, Webtrends, and/or Omniture)
• Proven experience with online marketing, automation solutions, marketing systems and CRM. Salesforce and/or Microsoft D365 experience is an advantage
• University/College degree in marketing or business
• Computer Skills: Excel, Word, Power Point, Outlook, analytics/business insights tools

Knowledge, Skills and Attributes:

• Experience with developing sustainable processes to improve efficiency and maintain data integrity
• Ability to work with stakeholders, understand requirements, and drive a plan forward
• Strong interpersonal and communication skills, including verbal, written and presentations
• Strong independent decision-making, organizational, planning and problem-solving skills
• Understands the importance in building and maintaining strong working relationships with internal and external stakeholders
• Exceptional attention to detail and committed to a high degree of accuracy
• Ability to multi- task and work efficiently under pressure
• Entrepreneurial spirit – a clear sense of urgency to achieve results with a “can-do”, “let’s make it happen” attitude
• Egoless nature
• Deep understanding of CRM best practices by actively researching trends, curating inspiration, and monitoring innovations in the industry
• A continuous learner, passionate and determined
• Follows through consistently on work commitments and stops at nothing to deliver exceptional results

Working Conditions:

• Office Environment