Specialist, CRM

Be a key member of the Sonnet CRM team and collaborate with multiple stakeholder teams to support the creation of high-value, high-performance digital communications and customer journeys. Help the CRM channel team to maximize revenue opportunities, acquire new prospective customers, nurture relationships with existing customers, build brand advocacy and loyalty. Support company-wide initiatives through a deep understanding of customer needs, customer and lead behaviour, and impact to profitability.
What to expect
Strategy & Planning:

• Optimize CRM strategy and communications plans that leverage the customer journey to build authentic relationships with customers and drive business results

• Continue to build new lead/ customer journeys in Salesforce Marketing Cloud as the business grows as well as marketing campaigns to grow profitable customer base

• Build and plan content calendar for the year, and keep track of emails created in CRM system

• Liaise within CX team as well as other cross-functional teams/ pods to support effective and appropriate use of CRM within broader marketing campaigns and business tests

Campaign Management:

• Build and test emails and triggered email journeys in Salesforce Marketing Cloud using pre-approved templates that align with Sonnet brand guidelines

• Manage timelines to ensure deadlines are met, and flag delays immediately if they arise

• Provide reporting to ensure campaign optimization and learning for future campaigns is being captured, when required

• Conducting accessibility testing and quality assurance testing on all campaigns prior to launch so they are optimized for the intended audience

Relationship Management:

• Maintaining collaborative & positive working relationships with internal stakeholders and external vendors/ partners

• Coordinate regular touchpoints with the customer care team to help resolve customer issues and provide solutions

Data Focused:

• Building automated reports and campaigns in Salesforce to enable list segmentation and personalization

• Collaborating with Advanced Analytics and Pricing teams to set measurable campaign goals and objectives and ensure all data requirements are captured during ideation

• Integrating Google Analytics tracking URLs to enable real-time tracking of campaigns post-launch

• Applying industry research to support test & learn tactics (A/B tests) that enable effective email optimizations

• Conducting regular analysis of post-campaign key performance indicators (KPIs) and present findings in a clear and actionable way to internal stakeholders

What you bring

• University degree or College diploma in a related field of study (e.g., Business, Commerce, Marketing, Advertising, CRM, Email Marketing etc.)

• 3+ years of CRM experience, in insurance, retail, cpg or a related field (e.g., Financial Services, Brokerages)

• Experience with Salesforce Service Cloud and Marketing Cloud or another CRM system (e.g. Braze, HubSpot, Mailchimp)

• Proficient in Excel, data analysis, and report-building

• Experience in building and optimizing trigger-based email programs

• Strong verbal and written communication skills

• Able to multi-task and work in a fast-paced, team-oriented environment with a strong attention to detail

• An understanding of the Canadian Anti-Spam Legislation (CASL)

• Highly analytical and experience in performance marketing is a plus

• Experience with Figma is a plus

Salary Range: $59,300 - $109,200

Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.

This position is being posted to fill an existing vacancy.

Interested in this role, but don’t meet every requirement? We encourage you to apply! We know from experience that a candidate doesn’t need 100% of the qualifications listed to bring incredible value to our team. We’re actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren’t just “nice to have” — they’re essential to our success. 

What’s in it for you?

• Hybrid work schedule for most roles
• Company share ownership program
• Incentive Program - Eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.
• Pension and savings programs, with company-matched RRSP contributions
• Paid volunteer days and company matching on charitable donations
• Educational resources, tuition assistance, and paid time off to study for exams
• Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents 
• Wellness and recognition programs 
• Discounts on products and services

Go ahead and expect a lot — you deserve it.

It’s better here — but don’t take our word for it. Definity was named by Great Place to Work® as one of the Best Workplaces™ in Canada for women, for youth, and for inclusion.

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting [email protected].

This role requires successful clearance of background checks (including criminal checks and leadership references).

#LI-Hybrid