Sr. Account Supervisor, CRM

INNOCEAN Canada; Toronto; Hybrid; CAD 85,000 - 95,000; Full time

Benefits offered by this job

Hybrid work

Benefits package

RRSPs

Learning fund

Mentorship

Job summary

INNOCEAN Canada in Toronto is seeking a Senior Account Supervisor who will bridge clients, strategy, creative and technology to deliver complex CRM programs. You’ll own always-on journeys, lifecycle campaigns, and multi-workstream initiatives from strategy through deployment and reporting.

The role emphasizes CRM leadership, data-informed optimization, and cross-functional collaboration with strategy, development and analytics.

Qualifications

• 4–5+ years in CRM, lifecycle/digital marketing, ideally in an agency or complex client environment.
• Strong knowledge of CRM principles, segmentation, journeys, personalization, and measurement.
• Hands-on experience with Salesforce Marketing Cloud or similar marketing automation platform.
• Ability to bridge technical and non-technical stakeholders and translate requirements.
• Proven PM skills leading multi-workstream programs across strategy, creative, technology, data.
• Excellent client communication and presentation skills for senior-level audiences.
• Experience turning CRM and digital data into actionable insights linking engagement to outcomes.

Responsibilities

• Lead day-to-day management of the CRM program including journeys and campaigns.
• Serve as primary client contact for CRM and digital stakeholders.
• Manage multiple concurrent workstreams with priorities and timelines.
• Bridge client requirements and technical teams, working with Salesforce Marketing Cloud.
• Collaborate with Strategy on segmentation and journey personalization.
• Support cross-channel planning and CRM/digital roadmap evolution.
• Review campaign performance and translate metrics into actionable insights.

Skills

CRM lifecycle

Digital marketing

Lifecycle marketing

Client management

Project management

Stakeholder communication

Tools

Salesforce Marketing Cloud

Job description

We're looking for an experienced Senior Account Supervisor with deep CRM, digital, and lifecycle marketing expertise. If you're someone who thrives as the connective tissue between clients, strategy, creative, and technology delivering complex, multi-workstream programs with precision and clarity, we'd love to hear from you.

Salary Range

CAD $85,000-$95,000

About Us

INNOCEAN Worldwide Canada is an award-winning global marketing and communications company based in Toronto with offices across 16 countries and growing. At Innocean, we believe the future of business belongs to companies and brands that understand how to create memorable customer experiences. We are passionate about creating extraordinary value to our clients, providing bespoke solutions that propel their business forward locally, nationally, and internationally.

Position Summary

We are seeking a Senior Account Supervisor to join our growing team. In this role, you'll act as a key bridge between the client, strategy, creative, production, development, and data teams — helping translate business needs into effective CRM programs and ensuring always-on journeys and campaigns are successfully delivered from strategy and briefing through deployment and reporting. While CRM is at the heart of this role, you may also support broader marketing initiatives, customer journey mapping, and cross-functional programs that span the wider business.

Key Responsibilities

• Lead day-to-day management of Kia's CRM program, overseeing always-on lifecycle journeys, vehicle launch campaigns, newsletters, and integrated digital initiatives from briefing through deployment.
• Serve as a primary client contact for CRM and digital stakeholders, building trusted relationships and translating business goals into clear, actionable briefs for internal teams.
• Manage multiple concurrent workstreams with a strong command of priorities, timelines, dependencies, and deliverables, proactively surfacing risks and keeping work on track.
• Act as the bridge between client requirements and technical implementation, working closely with Salesforce Marketing Cloud, data, and development resources to ensure solutions are feasible, well-understood, and properly executed.
• Partner with Strategy on audience segmentation, personalization, and customer journey recommendations, identifying opportunities to improve existing journeys through testing, optimization, and data-informed insights.
• Support customer journey mapping and broader digital marketing initiatives across the business, contributing to cross-channel planning, digital strategy, and the evolution of the CRM and digital roadmap.
• Review campaign and journey performance alongside the Strategy team, translating key metrics into meaningful learnings and actionable recommendations that drive continuous improvement.

Qualifications & Experience

• 4–5+ years of experience in CRM, lifecycle marketing, digital marketing, or a related discipline, ideally within an agency or complex, matrixed client environment.
• Strong working knowledge of CRM and lifecycle marketing principles, including audience segmentation, journey logic, personalization, and performance measurement.
• Hands-on familiarity with Salesforce Marketing Cloud (Journey Builder, Automation Studio, Data Extensions) or a comparable enterprise marketing automation platform.
• Demonstrated ability to bridge technical and non-technical stakeholders, asking the right questions, identifying dependencies, and translating complex requirements into clear recommendations.
• Proven project management skills with experience leading multi-workstream programs across strategy, creative, technology, and data disciplines.
• Strong client communication and presentation skills, with the confidence to manage expectations, guide decisions, and present clearly at a senior level.
• Experience interpreting CRM and digital performance data and developing actionable, insight-driven recommendations that connect engagement to broader business outcomes.

What You'll Love About Working at INNOCEAN Canada

• People-first and Inclusive of all — we're proud to be recognized by 'Great Places to Work' FIVE years in a row and counting - overall, as well as for youth, inclusion, and as a Best Place to Work for Women
• Flexible hybrid work set up (2 days in winter; 3 days in summer) with an awesome space at King Street West for collaboration and team get-togethers
• Generous time off plus an end of year winter break; our people also get extra days off when they reach key work milestones!
• Your Wellbeing is all-important - A Fully employer paid benefits coverage, flex spending wellness account, RRSPs, confidential individual counselling, and paid personal days
• Learning and development fund, and coaching and mentorship in your day-to-day to fuel your growth

Additional Information

This is an active, approved role.

Our recruitment team may use AI-assisted tools to help identify and review candidate applications based on job-related requirements and qualifications. All hiring decisions are made by humans.

INNOCEAN Canada is an equal opportunity employer that is committed to diversity, inclusion, and teamwork.

Any disability-related needs will be accommodated throughout the recruitment process.