CRM Manager
Mississauga, Ontario, Canada
3h ago


Chatters , the leader in the Canadian hair and beauty industry with 115 hair salons across Canada has an exciting new opportunity and immediate opening for a CRM Manager .

If you are a confident, business savvy, digital marketing professional then this could be the opportunity for you!

We are looking for a self motivated, energized and articulate team player that can inspire collaboration, deliver and execute an overall digital marketing campaign to support our strategic initiatives.

The CRM Manager will have a strong background in customer acquisition and retention with a full understanding of Chatters business needs to collaborate with stakeholders and deliver high quality, technology based business solutions.

The position requires excellent technical and business knowledge, previous experience in a similar CRM Management role, strong commercial outlook, the ability to see projects through to fruition, and a complete understanding of CRM principles in a business to business and business to client environment.

We are looking for a Technical Marketing top performer that enjoys working in a fast-paced environment to support our office in Mississauga, ON .

A little about the role :

Reporting to the Director, Marketing & Branding you will be responsible for the following :

  • Plan and deliver on CRM strategies across the company encouraging customer retention and customer loyalty.
  • Determine CRM platform structure and architecture ensuring it works seamlessly across the organization and captures all required information at key points in the customer life cycle.
  • Customer Journey Mapping analyzing touch points with the organization and maximising commercial opportunities.
  • Work closely with all departments to ensure the CRM works effectively for all aspects of the company.
  • Oversee direct communications with customers through the CRM.
  • Monitor and maximize customer lifetime value strategies ensuring maximum profitability.
  • Ensure the database is segmented effectively for targeted marketing activities.
  • Oversee the migration of all direct communications to lower cost mediums such as SMS and email.
  • Develop testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its products.
  • Leveraged analytics, insights and best practices to improve decision-making, processes and campaign development activities.
  • Use customer database to provide counts and segments to provide a strategy and insights for future CRM campaigns.
  • Use database to analyze existing customer base to determine the optimal strategy to target existing / new and use that insight to drive strategy.
  • Provide analysis of campaigns and productivity reports to determine effectiveness.
  • Propose and recommend value-added events, initiatives, and projects, directly related to CRM analysis.
  • Leverage both digital and traditional channels to enhance the customer communication strategy.
  • Use data, customer insights and customer behaviour to help drive marketing strategy, decisions and programs as they relate to client communications.
  • Contribute to strategic analysis and recommendations on how to further drive brand engagement through existing and new marketing initiatives.
  • Assist and contribute to further developing, enhancing and implementing processes and programs to drive the growth of profitable Clients.
  • Collaborate to better understand the performance of marketing activities for continual refinement and success.
  • Maintain and develop knowledge of the latest marketing trends and technologies.
  • Assist in managing customer communication frequency to ensure customers get the most appropriate message or offer and are not contacted too frequently.
  • Adhere to Customer Privacy Legislation; Customer Communication Preferences; National Do Not Call List in target audience selection.
  • Maintain quality control ensuring that all selection criteria have been applied and that all data has been properly verified before executing.
  • Follow up with stakeholders on the data required, queries.
  • Perform analysis and assessments to identify operational trends, root cause product or operational issues, and provide recommendations for resolutions or improvements.
  • Responsible and accountable for working with project stakeholders to ensure processes that are implemented meet business needs and objectives and are implemented within defined timelines and budgetary allocations.
  • Assist in identifying new opportunities to improve the Marketing Database so that Marketing can be ahead of the curve in developing smart and effective direct marketing programs.
  • A Little About You :

  • Post secondary degree in Business, Marketing, Finance or Computer Science supplemented with 5 plus years’ experience in a Business Marketing or Campaign Management role.
  • Previous CRM experience, particularly Sugar CRM, Dynamics or Salesforce.
  • 3 years’ experience in email marketing platform (Klaviyo or Emarsys an asset)
  • Proven experience as a project administrator in customer implementations with CRM software.
  • Experience in using advanced CRM tools (SAS Customer Intelligence Suite, SQL Programming, Adobe Audience)
  • Advanced experience in customer segmentation, testing methodology, campaign reporting and data driven targeting strategies.
  • Experience in deploying large scale technology transformations including program and change management.
  • Experience in working with financial / marketing information including business cases, KPI’s, ROI, NPV.
  • Experience in analytical techniques such as attribution modeling, A / B testing, design of experiment.
  • Knowledge of database architecture fundamentals and best practices.
  • Solid technical background and understanding of software development and web technologies.
  • Excellent organizational skills with great attention to detail and ability to multi task.
  • Exceptional interpersonal and customer service skills, including excellent verbal and written communication abilities to all levels of the organization.
  • Ability to prioritize and flexible / adaptable to shift priorities on a frequent basis.
  • Strong business knowledge in retail and consumer products would be an asset.
  • Maintain a high level of competence and professionalism when representing Chatters at all times.
  • A little about us :

    We believe that great employees deserve great benefits .

  • Chatters employee benefit offerings include things like discounted products and services, medical and dental, employer RRSP contributions and ongoing opportunities to learn and grow.
  • We encourage you to visit our website to learn more about us at :

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