Customer Relationship Management Manager

EXL; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

EXL is seeking a CRM Manager to lead omni-channel marketing campaigns and leverage data & analytics to optimize audience targeting and media mix. You’ll work across Marketing, Data & Analytics, Digital Media, and external agencies to execute initiatives that advance strategic priorities.

The role requires a Bachelor’s degree and 4+ years in CRM or digital marketing, with strong knowledge of marketing technology and a passion for transformation and automation. Adobe tools familiarity is a plus.

Qualifications

• Bachelor's degree with 4+ years of CRM/marketing experience.
• Deep knowledge of marketing tech landscape and personalization, data platform, analytics, and orchestration.
• Passionate about digital strategy, transformation, and marketing automation.
• Familiarity with Adobe marketing stack (AEP/AJO/CJA) is a plus.

Responsibilities

• Manage and execute omni-channel marketing journeys from strategy to deployment (email, SMS, push, onsite/app).
• Define business requirements for campaigns including audience, channel, flighting, and measurement.
• Optimize targeting, flighting, and targets using insights and analytics.
• Organize and maintain digital materials, calendars, deadlines, risks across platforms.
• Collaborate with internal stakeholders, partners, and vendors to report results and plan next steps.

Skills

CRM

Marketing automation

Campaign orchestration

Data analytics

Audience targeting

Email marketing

SMS

Push notifications

Omni-channel

Education

Bachelor’s degree in Marketing or related field

Tools

Adobe Experience Platform (AEP)

Adobe Journey Optimizer (AJO)

Adobe Customer Journey Analytics (CJA)

Job description

We are seeking a passionate, innovative individual with a strong CRM Planning background to join our Marketing CoE. The Fan Engagement Marketing CoE optimizes the overall marketing strategy, planning, measurement, and channel activation efforts via paid and outbound marketing channels to support the strategic priorities and business objectives of the organization. We leverage enterprise transactional and fan profile data, research and insights, and real-time fan behaviors with marketing channels to identify market trends, grow audience opportunities, and optimize media mixes, platforms, and channels to deliver more effective efforts that drive business results for organizational priorities. These efforts span fan acquisition and engagement and will dive deep into key initiatives that transcend audiences, platforms, media channels and geographies to drive results. We are a passionate team working hard to build the right strategies to engage fans around the world.

The CRM Manager will be responsible for executing omni-channel marketing campaigns. This role will work collaboratively across the organization within Marketing and with key partners such as Data & Analytics, Digital Media, and external agencies/vendors.

Responsibilities

• Manage and execute marketing journeys from initial strategy review to deployment with a focus on outbound marketing channels (e.g. email, SMS, push, onsite/app).
• Define business requirements for marketing campaigns including but not limited to audience, channel, flighting, and measurement details.
• Optimize campaign targeting, flighting, and targets using insights and analytics.
• Organize and maintain digital materials, calendars, deadlines, risks across various orchestration and project management platforms.
• Communicate and collaborate with internal stakeholders, partners, and vendors to understand strategy, articulate campaign results, and delegate next steps accordingly.

Qualifications

• Bachelor’s degree with at least 4 years of similar or relevant work experience.
• Deep understanding of the marketing technology landscape and experience with relevant digital marketing technologies (personalization, data platform, analytics, orchestration).
• Passionate about digital strategy, digital transformation, marketing automation
• Familiarity with Adobe platform (AEP, AJO, CJA) a plus.

Qualifications:

• Ability to work independently and as a team player to find ways to uncover opportunities
• Keen attention to detail