Manager CRM Support

Fidelity International; Toronto, Mississauga; Hybrid; CAD 164,000 - 194,000; Full time

Benefits offered by this job

Flexible work arrangements (remote,hyb

Health benefits

RRSP contribution after 6 months

Parental leave top-up

Home office equipment allowance

Volunteer days

Job summary

Fidelity Canada is seeking a Manager, Salesforce (Sales Cloud & Service Cloud) to lead end-to-end Salesforce delivery in a regulated financial services setting. You will drive platform strategy, governance, and cross-functional collaboration with Sales, Client Service, Marketing and Operations.

You will guide a team (employees/contractors) and vendors, shaping roadmaps and ensuring reliable service delivery, security, and compliance while supporting a flexible hybrid work model in Toronto and

Qualifications

• Bachelor’s degree or equivalent work experience in a relevant field.
• 5+ years CRM platform delivery and support in a regulated environment.
• 2+ years in technical leadership or people management.
• 5+ years in IT or Operations leadership.

Responsibilities

• Establish and execute an annual Salesforce roadmap aligned to business plans.
• Own intake, prioritization, and delivery oversight for Salesforce enhancements and projects.
• Ensure stable operations, incident management, and controlled releases for Salesforce platforms.
• Ensure governance and compliance with financial services controls and audit readiness.
• Partner with Sales, Service, Marketing and Operations leaders to translate needs into deliverables.
• Lead and mentor the delivery team and manage budgets and vendor performance where applicable.

Skills

Leadership

Team leadership

Software development lifecycle

Salesforce CRM knowledge

Marketing automation

Financial services domain

Data Cloud/Tableau awareness

Education

Bachelor's Degree in Computer Science, Information Systems, Business, Engineering, or equivalent

Tools

Salesforce Sales Cloud

Salesforce Service Cloud

Apex

LWC

API

Marketo

Adobe

Tableau

Data Cloud

Agentforce

Job description

Job Description Current work authorization for Canada is required for all openings. You will be working on a flexible hybrid schedule as part of Fidelity’s dynamic working arrangement. The work location for this role is 483 Bay Street in Toronto until approximately late 2026, when the work location will change to the new Mississauga office at 3 Robert Speck Parkway.

Who We Are

At Fidelity, we’ve been helping Canadian investors build better financial futures for over 35 years. We offer individuals and institutions a range of trusted investment portfolios and services - and we’re constantly seeking to find new and better ways to help our clients. As a privately owned company, we boldly embrace innovation in all areas as we continue to grow our business into the future. Working with us means you’ll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. You’ll have a wide range of opportunities to grow and develop your career in an inclusive environment where you’ll feel valued and supported to be your best - both personally and professionally.

How You’ll Make an Impact

The Manager, Salesforce (Sales Cloud & Service Cloud) is accountable for the end‑to‑end leadership of the organization’s Salesforce Sales and Service platform, ensuring the application is stable, well‑governed, and continuously improved to support sales effectiveness, client service excellence, seamless marketing integration and regulatory expectations in a financial services environment.

This role manages a cross‑functional delivery and support capability (employees and/or vendors), owns technical intake and prioritization, oversees delivery execution, ensures strong service management and operational discipline for the Salesforce development team. Acts as an application gatekeeper for platform change and cross‑system integration touchpoints.

Platform Strategy, Roadmap & Business Alignment: Establish and execute an annual roadmap for Salesforce Sales and Service capabilities aligned to business plans (sales growth, service standards, client experience, advisor enablement). Provide updates senior stakeholders.

Delivery Oversight (Intake > Prioritization > Execution): Own intake, prioritization, and delivery oversight for enhancements, projects, and operational requests across Sales and Service Cloud. Ensure delivery is predictable, well‑governed, and aligned to agreed business outcomes and success criteria. Ensure developers assigned to scrum team have the support they require to support the application during their support schedules.

Service Reliability, Support Leadership & Release Discipline: Ensure stable day‑to‑day operations of the Salesforce platforms and night time batch cycles, including leadership of incident escalation, production readiness, and controlled releases. Ensure service disruptions are managed with discipline and that recurring issues are prevented through strong problem management and release/change practices.

Governance, Risk & Compliance Alignment (Financial Services Controls): Act as the platform “gatekeeper” to ensure platform changes and usage follow enterprise standards and financial‑services controls (e.g., access governance, audit readiness, documentation discipline, and appropriate approvals).

Stakeholder Management, Adoption & Enablement: Partner with Sales leadership for advisor sales & institutional, Client Service leaders, Marketing leaders, Operations, and other stakeholders to translate business needs into an achievable delivery plan. Drive adoption through communication, training coordination, and change management so the platform delivers measurable business value.

People Leadership, Capacity Planning, Vendor & Financial Stewardship: Manage a team (employees/contractors) and/or vendor partners supporting Sales and Service Cloud delivery and operations. Own workforce planning, coaching and mentoring, and performance management cycles; ensure the right capacity and skills are in place to deliver the roadmap. Where applicable, manage budget, vendor performance, and delivery schedules for work delivered by the team and partners.

What We Are Looking For

• Bachelor’s Degree ( Computer Science, Information Systems, Business, Engineering, or equivalent working experience)
• 5+ years CRM Platform delivery and support in a regulated environment
• 2+ years in technical leadership or direct people management role
• 5+ years in a leadership role within IT or equivalent role in Operations

The Expertise You Bring

• Strong leadership skills
• Solid experience with the full life cycle of software development
• Understanding of SaS, Salesforce CRM and Events management systems architecture and development tools
• Knowledge Sales and Service Cloud Objects, Apex, LWC, API
• Understanding of Marketing automation applications Marketo and Adobe Customer service oriented
• General understanding of the financial services sector
• Nice to Have Knowledge of Data Cloud, Agentforce and or Tableau Next, Cloud

Total Rewards That Reflect Your Impact

We believe exceptional work deserves exceptional recognition. That’s why we offer a competitive compensation package designed to support your success today—and your financial well‑being tomorrow.

For this role, your total rewards include:

• Base Salary and Discretionary Performance Bonus: Total annual cash compensation ( base salary plus target bonus ) ranges from $164,000 to $194,000, based on your experience and qualifications.
• RRSP Contribution: After 6 months of employment, we invest in your future with an RRSP contribution—no employee matching required.

We’re proud to offer a compensation package that aligns with provincial pay transparency requirements. This posting represents an existing vacancy within our organization—an opportunity to step into a role where your talents will make a meaningful difference.

Some of the ways we’ll help you feel valued and supported as part of our team:

• Flexible working arrangements - 100% remote, hybrid, and in office options
• Competitive total compensation, including company contributions to your group RRSP without a matching requirement from you
• Comprehensive health benefits that start on your first day, with 100% employer-paid premiums, that include up to $6000 annually for mental health services and therapy
• Parental leave top-up to 100% of your salary for a period of 25 weeks
• Up to $650 for home office equipment
• Generous time off policy, including 2 paid days annually to volunteer at a charity of your choice
• Diversity and inclusion programs, including an active network of Employee Resource Groups
• Extensive professional development opportunities, including access to over 11,000 training and development courses, tuition reimbursement, and monetary rewards for completing a required designation

Equal Opportunity and Inclusion

Fidelity Canada is an equal opportunity employer. Fidelity Canada is committed to fostering a diverse and inclusive workplace. We will consider all qualified applicants for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, family status, protected veterans’ status, Aboriginal/Native American status or any other legally‑protected ground.

Accommodations

Accommodation during the application process. Fidelity Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in the selection process. If you require an accommodation, please email us at [e-mail].

Why Work at Fidelity?

We are proud to be recipients of the following:

• Canada’s Top 100 Employers
• Greater Toronto’s Top Employers
• Canada’s Top Family‑Friendly Employers
• Canada’s Top Employers for Young People
• Great Place To Work® Certified
• Best Workplaces for Inclusion
• Best Workplaces for Mental Wellness
• Best Workplaces for Today’s Youth
• Best Workplaces for Women
• Best Workplaces in Financial Services & Insurance
• Best Workplaces in Ontario
• Best Workplaces with Most Trusted Executive Teams
• LinkedIn Top Companies in Canada
• Human Resource Director (HRD) - Best Place To Work
• HRD - 5-Star Benefit Program
• HRD - 5-Star Diversity & Inclusion Employer Designations
• Canadian Compassionate Companies – Certified
• Benefits Canada’s Workplace Benefits Award - Future of Work Strategy
• TalentEgg National Recruitment Excellence Award - Special Award for Diversity & Inclusion in Recruiting
• Canadian HR Reporter's Most Innovative HR Team

About Us

Fidelity Canada has become an employer of choice for talented people seeking rewarding career opportunities in the financial services industry. We look to hire outstanding individuals who want to maximize their potential and be challenged in all aspects of their professional careers. To help our employees excel in their roles at Fidelity, we provide everyone here with the best training, resources and support possible throughout their careers. With our help, there’s no limit to what you can accomplish here. We’re excited you’re considering Fidelity for your career plans.

Fidelity respects the privacy of your information.