CRM Business Lead

About the role

Canadian Blood Services is looking for a Temporary full-time CRM Business Lead to join our dynamic Insights and Donor Experience team in our Donor Engagement and Corporate Reputation division (DECR).

The Insights and Donor Experience team is responsible for supporting Canadian Blood Services by providing data driven insights into our donor base, critical to supporting our growth initiatives. 

To be successful in this role, you will have a strong Marketing campaign management background and can evaluate, analyze and develop a variety of lifecycle strategies and campaigns to manage the relationship with our donors through CRM. You will also have the ability to manage and optimize campaigns and journeys with a data driven approach, create personalized campaigns across various channels and assess product collection issues and determine possible solutions while working with cross functional teams to achieve targets. You will manage the CRM Analysts within the lifecycle of campaign requirements, development, implementations and report monitoring for effectiveness. You will also manage campaign performance reporting processes and related CRM metrics as well as provide advice to the management teams with respect to trends or areas requiring further analysis / investigation.

Formula for success

• Leveraging your demonstrated knowledge and expertise, you will implement donor lifecycle plans in alignment with national product collection objectives including delivering customized, relevant tactical campaigns.
• Harnessing your advanced ability to conceptualize, analyze, simplify, and communicate data from complex sources, you will build campaign projects based on donor trends and insight gathering to further refine donor contact strategies that optimizes the timing, frequency and sequencing of marketing and communication activity at key moments in the donor’s lifecycle to monetize donor value for Canadian Blood Services.
• You will lead the monitoring of all campaign channels, maintain and evaluate transactional activity garnering donor insights.
• Drawing on your ability to conduct business professionally and develop strong working relationships, you will work closely with the Marketing Managers on recruitment initiatives designing and sharing input to solve donor recruitment, reminder and retention issues.
• You will review and recommend campaign refinement in accordance with weekly, monthly and quarterly donor base recruitment and retention objectives.
• Following lifecycle management strategy, you will lead the build within SAP CRM multi-channel campaigns to deliver on donor recruitment, conversion and retention targets.
• Utilizing your demonstrated planning and organizational skills, you will coordinate SAP CRM segmentation tactics with the CRM analysts with respect to channel mix with a focus on shifting to digital for all appropriate donor segments.
• You will be responsible for implementing lifecycle plans in alignment with national product objectives, which includes delivering customized, relevant tactical campaigns and process updates associated with enhancing the donor experience and driving the health of the donor base.
• Focusing on your high degree of accuracy and attention to detail, you will monitor and update Automated, Semi Automated and ad-hoc CRM campaigns to ensure performance metrics are being achieved in each channel.
• Applying your creativity and strong interpersonal skills, you will design and deploy marketing content in conjunction with the portfolio managers for vendors of Automated Voice Messaging (AVM), SMS, Push Notification and other channels as required.
• You will lead the investigation and evaluation of donor resources and liaise between National Contact Centre (NCC), field clients and Head office (HO).
• Using your ability to lead and work collaboratively across a diverse team, you will provide functional support to users including problem resolution, corrective action, testing and documentation that arise within the course of supporting users.
• You will be responsible for investigating requests by field for incremental CRM tactics to meet collections targets.

Desired education and skills

• Completion of a post-secondary level education in a relevant quantitative discipline or relevant experience, preferably a diploma or degree in marketing, business administration or statistics.
• Project Management Professional Certification (PMP) would be considered an asset.
• Minimum five years’ experience working within CRM. 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.
• Computer literacy and sound knowledge of Microsoft Office Suite.
• Extensive, proficient and demonstrated working knowledge of database management.
• Extensive experience manipulating and analyzing large datasets and conducting statistical analyses.
• Experience working in a quality management and regulatory environment.
• Demonstrated advanced ability to conceptualize, analyze, simplify, and communicate data from complex sources, including the ability to produce clear and concise documents and reports.
• An equivalent combination of education, training and experience may be considered.

What we offer you

• Payment in lieu of vacation
• Payment in lieu of benefits
• 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 Canadian Blood Services location 40% of the time/ 2 days of the week.
• You may be required to travel a couple of times per year for divisional/team meetings, and as required.