Senior Manager Salesforce eCRM
Senior Manager Salesforce eCRM
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Job Description
Were building a relationshiporiented bank for the modern world. We need talented passionate professionals who are dedicated to doing whats right for our clients.
At CIBC we embrace your strengths and your ambitions so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.
To learn more about CIBC please visit CIBC
What Youll Be Doing
As an integral member of the Digital Banking Business Banking team reporting to the Director Strategic Initiatives the Senior Manager ECRM will liaise with business stakeholders and the technology development teams ensuring the business requirements and vision are clearly documented and communicated. As an emerging leader within the team you will be leverage project experience to analyze and understand business needs and provide clear and constant communication among various business stakeholder groups. You will work closely with the business team internal and external partners stakeholders and delivery team to provide support in the development of enhancements and incident resolution with the business needs in mind. You will provide a high level of professional service to various stakeholders (both internal and external) consistent with CIBCs core values and be the positive agent of change within the organization.
At CIBC we enable the work environment most optimal for you to thrive in your role. This team operates within a hybrid work arrangement where youll spend a minimum of 12 days per week onsite while other days will be remote.
How Youll Succeed
Stakeholder Management You will collaborate and develop strong relationships with peers as well as business partners to deliver strong experiences. Ensure that requirements are accurately and thoroughly documented and understood for both system changes and/or process changes and that there is value and consistency added to the user experience. Experience must include both Agile and Waterfall. Develop and maintain relationships with stakeholders and subject matter experts to gather requirements and manage their expectations
Product Requirements & Backlog Capture and validate requirements from various business leaders and frontline contributors. Create user stories and collaborate in product requirement sessions with the frontline and delivery teams also create maintain and action a prioritized Product Backlog by working with business stakeholders analytics and client feedback to resolve our clients problems and meet business objectives.Test and deliver requirements to a successful launch.
Communications & Training Programs Manage timely communications and presentations to business stakeholders to support project awareness training and development programs for user learning and adoption of new enhancements to Salesforce. Monitor evaluate training activities program effectiveness and KPIs to ensure success of the change initiatives. Develop a strong knowledge of the product backlog and work closely within a project team ensuring business requirements are translated into the right digital technology products.
Project Management Manage timely and accurate delivery of tasks for assigned projects through all stages of the project life cycle from concept to implementation. E.g. track tasks map process flows document requirements/stories liaise with Business Development and Vendors communication plan etc. ensuring that key stakeholders are kept informed of all unresolved issues other areas of concern and any other deviations from project timeline. Support the project team on overcoming roadblocks and ensure there is minimal impact on business processes. Provide support/guidance with test validations implementation and manages transitioning the change to a steady state maintenance function. Deliver on various artifacts to meet CIBCs Enterprise Delivery Framework in a timely manner in order to initiate project and receive funding (e.g. assist in creation of Business Cases and cost/benefit analysis to ensure quantitative and qualitative benefits are achieved)
Relationship Management Form strong working relationships with key partners across the Bank (Enterprise Analytics Client Experience Digital Delivery and Operational Effectiveness) as well as external data vendors.
Who You Are
You can demonstrate 3 to 5 years of work experience in Salesforce including having a Salesforce certification. Its an asset if you have experience with working with a technology product from end to end all the way through to delivery
You can demonstrate 3 to 5years of work experience in project lifecycle its various methodologies and expected outputs managing endtoend ownership on behalf of the Product Owner during project knowing when to assume responsibility for the related project deliverables or seek approval. You are also experienced using MS Office suite MS Visio and JIRA/Confluence.
You can demonstrate 3 to 5years of work experience in a financial services industry preferably back office environment and indepth knowledge of various training methodologies and ability to tailor it depending on the needs of Business Banking.
You have a certification in CBAP or other BA Certification.
Your influence makes an impact.You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.
You are an analytical and a strong problem solver with the drive to push the solution and progress with the ability to communicate effectively with stakeholders at different levels in the organization in a crossfunctional environment.
You act like an owner.You thrive when youre empowered to take the lead go above and beyond and deliver results as a digital product owner.
You look beyond the moment.You make decisions and take actions that will make a difference today and tomorrow. You proactively seek new solutions to overcome all obstacles and do things the right way.
Values matter to you. You bring your real self to work and you live our values trust teamwork and accountability.
#LITA
What CIBC Offers
At CIBC your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career rather than just a paycheck.
We work to recognize you in meaningful personalized ways including a competitive salary incentive pay banking benefits a benefits program* defined benefit pension plan* an employee share purchase plan a vacation offering wellbeing support and MomentMakers our social pointsbased recognition program.
Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.
We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.
*Subject to plan and program terms and conditions
What you need to know
CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation please contact
You need to be legally eligible to work at the location(s) specified above and where applicable must have a valid work or study permit.
We may ask you to complete an attributebased assessment and other skills tests (such as simulation coding French proficiency MS Office). Our goal for the application process is to get to know more about you all that you have to offer and give you the opportunity to learn more about us.
Job Location
Toronto81 Bay 23rd FloorEmployment Type
RegularWeekly Hours
37.5Skills
Agile Methodology Business Analysis Business Banking Business Online Banking Change Management Initiatives Create User Stories Customer Experience (CX) Influencing Change Product Backlog Management Salesforce Implementation Salesforce Integration Stakeholder Management Training Methodologies Waterfall DeliveryRequired Experience:
Senior Manager
Employment Type
Full-Time
