Senior CRM Specialist

About the job

At Trudell Medical International (TMI), we pride ourselves on our passion for finding innovative and creative solutions which has enabled us to develop medical devices that continue to make a difference in the lives of people around the world. Situated within a modern facility located in beautiful London, Ontario, TMI offers a comfortable work environment with a respectful and family-oriented culture.

As an employee of Trudell Medical International, not only will you contribute to the development of products at the cutting edge of medical device technology, but you will also have the opportunity to perform challenging work alongside a first-rate group of dedicated professionals.

We’re actively searching for our next team member for the position of:

Senior CRM Specialist

As a member of our team, you will oversee the management and optimization of TMI’s Customer Relationship Management (CRM) tools to enable global business and brand success.

Responsibilities Include

CRM Strategy

• Own the vision for TMI’s CRM as an enabler of customer insight, engagement, and growth
• Recommend goals and targets to accelerate commercial success via the CRM (e.g. customer segmentation, sales cycle acceleration, retention).
• Monitor technology best practices and changes in the market to ensure the CRM stays at an industry standard
• Propose business cases for platform investments and timing for implementation, including integrations
• Research and understand cross-functional business needs to ensure the CRM delivers value, usability, and scale
   

• Implement policies for user access roles and permissions for internal stakeholders, including functional role and regional responsibility
• Translate and align sales, marketing, and service business processes into smooth, trackable CRM workflows, including contact, account and lead management; pipeline stages; orders and complaints
• Manage standard lead scoring models and pipeline management workflows
• Ensure clean data governance and flow, including standard fields, field naming, segmentation, and de-duplication
• Implement consistent standards for taxonomy, tracking, and attribution
• Manage all global brand profiles, including logos, trademarks, company addresses, and copyright dates
• Create and implement design systems and components to ensure emails are engaging, responsive, and aligned to brand standards
• Ensure the CRM complies with data privacy and compliance requirements, including consent tracking and audit logs for CASL and GDPR
• Deliver training and onboarding for new and existing users, including platform use, updates, and process changes
   

• Translate business needs into platform capabilities, requirements, user stories, and product backlog items
• Manage the product backlog, collaborating across IT, MarComm, Sales and Service to ensure priorities are delivered in a timely fashion; which includes features, integrations, and bug fixes
• Manage CRM operations and ensure the platform is valuable, usable, and scalable for users
• Ensure the CRM is effectively integrated with the rest of the MarTech stack, including CMS, DAM, and analytics
• Coordinate platform upgrades and issue resolution as needed
• Manage release notes and training materials
   

• Monitor and optimize CRM adoption and use across cross-functional teams
• Use data to identify broken journeys or automations, and potential process improvements
• Translate business reporting needs into CRM configurations, dashboards, and reports
• Monitor and improve the CRM’s health and overall performance
• Support and/or participate in reporting and insight delivery to partners in Sales, Portfolio, and MarComm to enable ongoing delivery against business objectives
   

• Ensure compliance with relevant health and safety legislation, including the Workplace Safety and Insurance Act, the Occupational Health and Safety Act, etc.
   

• Degree or Diploma in Marketing or Business Administration or a related field of study
• 8+ years of experience in marketing or a related field
• Experience managing a global CRM (Health care/medtech experience preferred)
• Advanced acumen working in Customer Relationship Management (CRM) tools; Microsoft Dynamics preferred
• Technical literacy (APIs, integrations, field types, object models)
• Knowledge of customer lifecycles and sales processes in a medtech environment
• Exceptional user research and empathy skills, able to understand user needs and translate them into useful solutions
• Proficient in data governance and quality
• Exceptional collaboration and relationship management skills
• Prior experience as a scrum master or project management an asset