CRM Business Analyst

Please note this role will work in a hybrid environment. The successful candidate will be working a mixture of on-site and off-site work based on the parameters for our operations to meet the needs of our donors, our staff and our communities. Currently, employees are expected to have an in-person presence for at least 40% of their work time. This requirement may vary depending upon circumstances.

Job category: Information technology
Job posting ID: 7430

​Employment status: Regular full-time

Classification: PTS/MGT/IT B
Salary/Rate of pay: $80,078 - $94,028

Application deadline: 2025-07-13 

• This external job posting may close earlier than the advertised deadline. We recommend applying as soon as possible.

Application requirements:

• Your up-to-date resume.
• We recommend you save a copy of the job posting for reference throughout the recruitment process.

Do you currently work for Canadian Blood Services? All employees must apply via the internal career page.

 Together, we can make all the difference in the lives of others.

Be part of a dynamic, collaborative and caring organization committed to saving and improving lives. Thousands of patients depend on us every day for reliable access to safe blood, plasma, stem cells and organs and tissues. 

If you are looking for a rewarding experience with a values and mission-driven team, join Canada’s Lifeline and make a meaningful difference.

We acknowledge that the work of Canadian Blood Services spans many Territories and Treaty areas across the country, and we are grateful for the Traditional Knowledge Keepers and Elders who have guided us in this important work. We recognize the land and waters that have inspired our work and offer gratitude to those Indigenous peoples on whose territory we work, live and play.

About the role

Canadian Blood Services is looking for a Regular Full-time CRM Business Analyst to join our dynamic Strategy, Planning and Integration team in Donor Engagement and Corporate Reputation division.

Our Strategy, Planning and Integration team is responsible for driving the donor base and integrated recruitment strategy and planning for the division.

Reporting to the Manager, CRM & Channel Management, you will help lead the business and data management techniques to ensure the Donor Relations mandate is fulfilled. You will build, implement, monitor, evaluate, and analyse a variety of lifecycle campaigns within CRM; develop and build automated campaigns including a variety of ad-hoc and semi-automated campaigns. You will assess client requirements, determine possible SAP-CRM solutions while working with client management teams, and work closely with campaign analysts to ensure projects are delivered on time and to the standard CBS expects.

You will manage performance reporting processes and related metrics, and provide advice to the management team on trends or areas requiring further analysis or investigation. As a centre of expertise for reporting and analysis, you will be responsible for developing standard methods and tools as defined by the leadership team and business requirements.

Formula for success

• Harnessing your expertise in lifecycle management strategy, you will build campaigns and follow the contact strategy to optimize the timing, frequency, and sequencing of marketing and communication activity at key moments in the donor’s lifecycle, maximizing donor value for Canadian Blood Services.
• Utilizing your ability to align plans with objectives, you will implement lifecycle plans that deliver customized, relevant tactical campaigns and process updates to enhance the donor experience and drive the health of the donor base.
• Applying your analytical skills, you will review and recommend campaign refinements to align with daily, weekly, monthly, quarterly, and annual donor base recruitment and retention objectives, appointment drivers, and product collection targets.
• Leading with a collaborative approach, you will investigate and evaluate donor resources, acting as a liaison between NCC, field clients, and Head Office.
• Demonstrating your problem-solving capabilities, you will provide functional support to users, including resolving issues, implementing corrective actions, and conducting testing and documentation to ensure seamless user support.
• Implementing your proficiency in performance evaluation, you will deploy appropriate tools and metrics to monitor, analyze, and optimize the outcomes of donor recruitment, retention, and frequency campaigns, ensuring alignment with donor experience and results.
• Tracking and leveraging your attention to detail, you will report on daily appointment conversion metrics to maintain accuracy and drive performance.

Desired education and skills

• Post-secondary level education in a relevant quantitative discipline or relevant experience, preferably a diploma or degree in marketing, business administration or statistics. An equivalent combination of education, training and experience may be considered.
• Minimum five years experience working within CRM SAP. Previous experience in  Campaign Management module within CRM SAP an asset.
• A minimum of five years of related experience including experience in lifecycle or channel management.
• Extensive, proficient and demonstrated working knowledge of excel, database management 
• Extensive experience manipulating and analysing large datasets and conducting statistical analyses.
• Experience working in a quality management and regulatory environment.
• Demonstrated advanced ability to conceptualize, analyse, simplify, and communicate data from complex sources, including the ability to produce clear and concise documents and reports.
• Demonstrated ability to navigate and execute SAP-CRM Campaigns and demonstrated analytical, problem solving, creativity, planning and organizational skills.
• Excellent ability to work in a team or independently and to manage multiple priorities.
• Knowledge of current Good Manufacturing Practices (cGMP) an asset.

What we offer you

• 4 weeks' vacation. 
• Annual performance award up to 6%. 
• Comprehensive group health, dental and vision benefits for you and your family. 
• Defined benefit pension plan. 
• Employee discounts, wellness program, professional resources. 

What you can expect 

• This role will work in a hybrid environment with requirements to be onsite at a Canadian Blood Services location 40% of the time/2 days of the week. 
• You will work Monday to Friday, 37.5 hours per week, 7.5 hours per day.  
• If you are located outside of Ottawa, you may be expected to travel to our office location in head office in Ottawa – 1800 Alta Vista Dr, Ottawa, Ontario, quarterly for in-person team meetings, and as required. 

Diversity and inclusion play a vital role in ensuring health equity for patients across Canada. We are committed to reflecting Canada’s population in our organization and fostering an environment where all employees can be their authentic selves, with equal opportunities to succeed and contribute.  

If this role resonates with you, we encourage you to apply by providing your up-to-date resume. This could be your first step towards a meaningful and inspiring career. Come to work each day knowing that you save lives. 

We thank all applicants for their interest. However, only those considered for an interview or those invited to participate in an assessment will be contacted. Emails are sent directly from our system, to ensure you receive them please add donotreply@blood.ca and system@successfactors.com to your safe senders list. 

Applicants who require accommodation should discuss their needs with us.

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