CRM Practice & Enablement Lead

Jobtailor; Edmonton; On-site; CAD 80,000 - 110,000; Full time

Job summary

Jobtailor is seeking a CRM Strategy & Enablement specialist to champion CRM adoption across Sales, Service and Marketing. You will embed CRM into day-to-day processes, monitor usage and data quality, and translate insights into actionable improvements.

You will partner with Learning & Organizational Development to align learning, governance and enablement resources, develop practical CRM guidance, and drive consistent CRM standards across customer journeys.

Qualifications

• Experience in CRM, customer experience, sales or service enablement, business process improvement, change enablement or a related discipline.
• Strong understanding of CRM capabilities supporting customer-facing processes, data quality and customer intelligence.
• Experience working with Sales, Service and/or Marketing teams and understanding their customer information and workflow needs.
• Strong facilitation, coaching and relationship-building skills, with 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.

Responsibilities

• Champion effective and consistent CRM practices across Sales, Service, Marketing and other customer-facing teams.
• Embed CRM into day-to-day business processes and ways of working.
• Monitor CRM adoption, usage patterns and data quality to identify improvement opportunities.
• Translate adoption and data insights into actionable feedback for leaders.
• Partner with Learning & Organizational Development on learning needs, formal learning and onboarding.
• Develop practical CRM guidance, standards and resources.
• Establish and evolve consistent CRM processes across customer journeys and interactions.
• Promote capture of meaningful, high-quality customer information for a trusted 360-degree customer view.
• Identify opportunities to simplify processes, strengthen hand-offs and improve cross-team visibility.
• Create feedback loops between CRM users, customer intelligence, business insights and business leaders.
• Connect CRM users, business leaders, the CRM Product Owner in IT and CRM governance.
• Gather, assess and synthesize organizational feedback to identify needs, pain points and opportunities.
• Translate business needs into use cases and enhancement requirements for CRM improvement prioritization.
• Support readiness for new CRM capabilities by identifying process, adoption, communications and practice impacts.
• Establish and evolve CRM standards, principles, processes and expectations.
• Advocate for CRM as an enterprise capability connecting people, processes, data and customer intelligence.

Skills

CRM Experience

Data Quality Management

Business Process Improvement

Analytical Skills

Facilitation and Coaching

Relationship-Building

Influencing Without Authority

Problem-Solving

Continuous Improvement Mindset

Tools

Microsoft Dynamics 365

Enterprise CRM Platform

Job description

• Champion effective and consistent CRM practices across Sales, Service, Marketing and other customer-facing teams


• Embed CRM into day-to-day business processes and ways of working


• Monitor CRM adoption, usage patterns and data quality to identify improvement opportunities


• Translate adoption and data insights into actionable feedback for leaders


• Partner with Learning & Organizational Development on learning needs, formal learning and onboarding


• Develop practical CRM guidance, standards and resources


• Establish and evolve consistent CRM processes across customer journeys and interactions


• Promote capture of meaningful, high-quality customer information for a trusted 360-degree customer view


• Identify opportunities to simplify processes, strengthen hand-offs and improve cross-team visibility


• Create feedback loops between CRM users, customer intelligence, business insights and business leaders


• Connect CRM users, business leaders, the CRM Product Owner in IT and CRM governance


• Gather, assess and synthesize organizational feedback to identify needs, pain points and opportunities


• Translate business needs into use cases and enhancement requirements for CRM improvement prioritization


• Support readiness for new CRM capabilities by identifying process, adoption, communications and practice impacts


• Establish and evolve CRM standards, principles, processes and expectations


• Advocate for CRM as an enterprise capability connecting people, processes, data and customer intelligence

Requirements

• Experience in CRM, customer experience, sales or service enablement, business process improvement, change enablement or a related discipline


• Strong understanding of CRM capabilities supporting customer-facing processes, data quality and customer intelligence


• Experience working with Sales, Service and/or Marketing teams and understanding their customer information and workflow needs


• Strong facilitation, coaching and relationship-building skills, with 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


• Criminal record check satisfactory to Alberta Blue Cross required as a condition of employment following a conditional offer


• Experience with Microsoft Dynamics 365 or comparable enterprise CRM platform (asset)


• Experience supporting enterprise CRM standards, governance, adoption practices or enablement resources (asset)


• Experience working with customer intelligence, business insights or reporting teams to improve data quality and insight generation (asset)

Core Competencies

Demonstrates expertise in CRM practices, data quality, and customer intelligence, with a strong focus on process improvement and cross-team collaboration. Capable of translating business needs into actionable insights and fostering CRM adoption across customer-facing teams.

Highest-signal resume keywords

• CRM Experience


• Data Quality Management


• Business Process Improvement


• Analytical Skills


• Facilitation and Coaching

ATS Optimization Keywords

Hard Skills

• CRM Capabilities


• Customer Experience


• Change Enablement


• Business Needs Gathering


• Operational Practices Connection

Soft Skills

• Relationship-Building


• Influencing Without Authority


• Problem-Solving


• Continuous Improvement Mindset

Certifications & Qualifications

• Criminal Record Check

Industry Keywords

• Customer Intelligence


• Sales Enablement


• Service Enablement


• CRM Standards


• Governance Practices

Tools & Technologies

• Microsoft Dynamics 365


• Enterprise CRM Platform