Customer Relationship Manager – Business Transformation Office
Moneris Solutions Corporation
Etobicoke, ON
The role is accountable for managing the Customer Relationship Management (CRM) application (Dynamics). To be successful in the role, the incumbent is experienced at engaging with cross-functional stakeholders with varying levels of influence, prioritizing change, gaining buy-in, and ensuring that the value of the CRM application is maximized.

You will be accountable to:
  • Develop CRM workflows, dialogs, business rules, business process flows, goals, dashboards and other data gathering solutions.
  • Explore and profile data, draw business inferences, complete analysis and clearly articulate findings for a target audience.
  • Work in partnership with Technology and Business Units to develop application roadmap, including prioritization and implementation of backlogs.
  • Produce recommendations and guidelines on project implementations.
  • Facilitate process change, reduce user effort and perform functional tasks required for a successful CRM.
  • CRM Modules implemented: Accounts, Cases, Customer Engagement, Social Engagement, Knowledge Management, Field Service.
Your experience includes:
  • Bachelor’s degree or diploma in related discipline.
  • Must have CRM knowledge and expertise, preferably with Microsoft Dynamics (will consider other applications such as Salesforce).
  • Experience managing CRM projects and designing solutions for business challenges in a customer centric culture.
  • Experience leading and managing cross-functional relationships, with the ability to effectively drive teams with diverse objectives to alignment.
  • Understanding of information technology foundations.