Manager CRM Support

fil; Toronto, Mississauga; Hybrid; CAD 120,000 - 150,000; Full time

Job summary

Fidelity is seeking a Manager, Salesforce (Sales Cloud & Service Cloud) to lead the end-to-end platform strategy, governance, and delivery in a Canadian financial services context. You will manage cross-functional teams, set annual roadmaps, and ensure stable operations and compliant releases.

You will partner with Sales, Client Service, Marketing, and Operations leaders to translate business needs into actionable delivery plans and drive platform adoption across the organization.

Qualifications

• 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.

Responsibilities

• Lead end-to-end Salesforce Sales and Service platform governance and delivery.
• Own intake, prioritization, and delivery for Sales/Service Cloud improvements.
• Ensure stable operations, incident management, and production releases.
• Align platform roadmap with business plans and stakeholder needs.
• Partner with Sales, Client Service, Marketing and Operations leaders to drive adoption.

Skills

Leadership

CRM delivery

People management

Software lifecycle

Salesforce CRM

Apex

LWC

API integration

Marketing automation

Adobe

Education

Bachelor's degree

Tools

Marketo

Adobe

Data Cloud

Agentforce

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