We are seeking a highly motivated and experienced Customer Relationship Management (CRM) Lead to play a crucial role in creating and managing our customer engagement and sales strategies within Bunzl Canada. The CRM Lead will be responsible for tying our 5 lines of business together with a single sales process in CRM, which is a key enabler to our strategic initiatives. The CRM Specialist will be responsible for gathering requirements, shaping the future state, collaborating with the technical team, ensuring the successful implementation of a new CRM system, providing user training, and creating insightful dashboards and views as the use of CRM evolves. They will become the company's Subject Matter Expert (SME) on CRM.
Compensation: $85K-$115K per annum
Responsibilities
- Collaborate with Sales teams, IT and various departments to integrate Dynamics 365 Sales into the business and work with other business applications, ensuring a smooth and seamless flow of data between systems.
- Proactively identify opportunities for system optimization and process improvement.
- Lead the Design and creation of reports and dashboards to provide insights into Sales, marketing, and Customer Service Performance.
- Stay informed about updates and new features in Dynamics 365 Sales.
- Provide training sessions to end-users on how to effectively use Dynamics 365 CE as a sales enablement and management platform.
- Provide ongoing support for the CRM system, addressing user concerns, troubleshooting issues, and coordinating enhancements to improve system functionality and performance.
- Become the company's SME on CRM, providing guidance, knowledge sharing, and expertise to support colleagues and stakeholders in utilizing the CRM system effectively.
- Collaborate with the business teams and non-technical stakeholders to gather insights, feedback, and to understand and document business requirements related to the CRM system.
- Collaborate with business stakeholders and the IT CRM team to articulate, prioritize and implement change requests. Partner with technical teams to convert business requirements into technical specifications.
- Proactively manage user roles, permissions, and security settings to support streamlined workflows, protect data integrity, and align access with sales priorities.
- Monitor system usage and data quality, identifying and resolving issues that hinder sales productivity, lead management, or customer engagement.
- Maintain effective communication with internal stakeholders, team members, providing regular updates on progress, milestones, and any changes to scope or timelines.
- Maintain effective communication and coordination with technical and Dynamics development team to implement new CRM features and functionality.
Requirements:
- Bachelor’s degree in business administration, Marketing, Information Technology, related field, or equivalent experience.
- 2-3 years’ experience as a Microsoft Dynamics 365 CE administrator/business analyst or experience with comparable Customer Relationship Management solution.
- Experience with leading the assessment and documentation of business processes and requirements for the system with key business users.
- Strong understanding of sales process and CRM best practices.
- Familiarity with Dynamics Customer Journeys (Marketing), and Customer Service modules an asset.
- Sales and marketing experience an asset.
- Strong problem-solving and analytical skills to diagnose and resolve application challenges.
- Excellent communication and presentation abilities to engage both technical and non-technical audiences.
- Ability to work independently and collaboratively across teams, managing multiple priorities effectively.
Bunzl Canada Inc. (bunzlcanada.ca (https://bunzlcanada.ca/)) provides the food and retail packaging, cleaning and hygiene products and equipment, safety and industrial supplies which keep over 58,000 Canadian businesses running optimally, every day. We bring our customers the advantage of global sourcing, product innovation and national scale combined with responsive local service and deep category expertise. Bunzl Canada is a certified Great Place to Work®. We are committed to creating an inclusive, equitable and positive working environment for all employees so that they experience a strong sense of belonging, while developing individually and professionally. Bunzl Canada is an operating company of Bunzl (http://bunzl.com/) plc (BNZL.L), a FTSE100 company listed on the London Stock Exchange. With 27,000 employees in over 30 countries, our global presence spans the Americas, Europe, Asia Pacific, and the UK and Ireland. At Bunzl, you’ll find Unlimited Potential… Your Career - - Our Future!
Bunzl Canada has a tradition of commitment to equal employment opportunity. It is our established policy to attract and retain the best qualified people without regard to race, colour, religion, national origin, sex/gender (including pregnancy), sexual orientation, age, disability or veteran status as provided by law.
