CRM Enablement Lead: Adoption & Customer Insights

Alberta Blue Cross; Edmonton; On-site; CAD 95,000 - 135,000; Full time

Job summary

Alberta Blue Cross is seeking a CRM Practice & Enablement Lead to drive adoption, data quality and 360-degree customer insights across Sales, Service, Marketing and other lines of business. This role partners with technology and business teams to establish consistent CRM standards and processes.

You will coach teams, translate data insights into actionable improvements and support learning initiatives to embed CRM into everyday work.

Qualifications

• Experience in CRM, customer experience, sales or service enablement, business process improvement, change enablement, or a related discipline.
• Strong understanding of how CRM capabilities support customer-facing processes, data quality and customer intelligence.
• Experience working with Sales, Service and/or Marketing teams and an understanding of their customer information and workflow needs.
• Strong facilitation, coaching and relationship-building skills, with the ability to influence across teams without direct authority.
• Ability to interpret adoption, usage and data trends and translate them into practical recommendations.
• Strong analytical and problem-solving skills with a continuous-improvement mindset.
• Experience gathering business needs and working with product or technology teams to support prioritization and continuous improvement.
• Ability to connect detailed operational practices to broader customer and organizational outcomes.

Responsibilities

• Champion effective and consistent CRM practices across Sales, Service, Marketing and other customer-facing teams.
• Help embed CRM into day-to-day business processes and ways of working, ensuring teams understand the value and purpose behind key CRM practices.
• Monitor CRM adoption, usage patterns and data quality to identify opportunities for improvement.
• Translate adoption and data insights into actionable feedback that leaders can use to coach and support their teams.
• Partner with Learning & Organizational Development to identify emerging learning needs and provide CRM subject-matter expertise to support formal learning and onboarding.
• Develop practical guidance, standards and resources that reinforce consistent CRM practices following formal training.
• Partner with business areas to establish and evolve consistent CRM processes across customer journeys and interactions.
• Promote consistent capture of meaningful, high-quality customer information that contributes to a trusted 360-degree view of the customer.
• Work with Sales, Service and Marketing leaders to identify opportunities to simplify processes, strengthen hand-offs and improve visibility across teams.
• Partner closely with Customer Journey & Intelligence, Corporate Insights, the Trusted Partner Office and leaders across Sales, Service and Marketing to understand the information needed to generate meaningful customer and business insights.
• Create effective feedback loops between CRM users, customer intelligence, business insights and business leaders to identify gaps and strengthen CRM data capture.
• Act as a key connection point between CRM users, business leaders, the CRM Product Owner in IT and CRM governance.
• Gather, assess and synthesize feedback from across the organization to identify business needs, pain points and opportunities.
• Translate business needs into clear use cases and enhancement requirements that support prioritization of CRM improvement.
• Support readiness for new CRM capabilities by identifying impacts to business processes, adoption, communications and supporting practices.
• Help establish and evolve CRM standards, principles, processes and expectations across the organization.
• Advocate for CRM as an enterprise capability that connects people, processes, data and customer intelligence—not simply as a technology platform.

Skills

CRM expertise

Change enablement

Data quality

Stakeholder facilitation

Analytics & insights

Cross-functional collaboration

Process improvement

Tools

Microsoft Dynamics 365

Job description

Alberta Blue Cross is seeking a CRM Practice & Enablement Lead to drive adoption, data quality and 360-degree customer insights across Sales, Service, Marketing and other lines of business. This role partners with technology and business teams to establish consistent CRM standards and processes.

You will coach teams, translate data insights into actionable improvements and support learning initiatives to embed CRM into everyday work.