Associate Director, CRM Enablement & Analytics

What is the opportunity?

In this role, you will work closely with senior leadership and key stakeholders across RBC Investor Services to drive CRM transformation and optimization. You will lead and support efforts to evolve the CRM into a proactive sales, relationship management, marketing, and service tool that drives business growth and productivity. By implementing sound governance, you will leverage high-quality data to provide actionable insights and analytics to support business strategy and decisions.

What will you do?

• Drive CRM transformation initiatives that proactively deliver value and enhance productivity in each step of end-user workflows

• Collaborate with senior leadership and key stakeholders to develop a CRM strategy that aligns with evolving business needs

• Support the end-to-end CRM application from user onboarding and security to support and issue resolution

• Manage CRM governance, ensuring data integrity through cleansing, standardization, and validation

• Optimize CRM integrations with internal systems and third-party applications to enhance data insights and process automation

• Deliver advanced analytics and insights to identify business opportunities and support strategic decision-making

• Work with teams to develop and implement their business requirements while leveraging best practices and leading capabilities of a CRM

• Drive user adoption by identifying opportunities to enhance productivity and maximize CRM value

• Develop change management initiatives, including training, documentation, and ongoing user support

What do you need to succeed?

Must-have

• 5+ years experience working in information systems, data & analytics or other related fields

• Experience with CRM platforms or similar database-driven applications (Salesforce, Microsoft Dynamics etc.)

• Strong stakeholder management and change management skills to drive adoption and collaboration

• Data & analytics skills with experience in business intelligence tools (Power BI, Tableau etc.)

• Strong team player and ability to co-ordinate multiple initiatives with a solution-oriented mind-set

• Excellent communication skills, with the ability to convey technical concepts to non-technical users

Nice to have

• Experience within the financial services industry

• Experience leading or supporting major system transformations, migrations, or upgrades

What’s in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• Excellent exposure to communicate with various business partners and stakeholders in Investor Services and within other platforms as appropriate

• Working with an exciting, close-knit, supportive & dynamic group

• Opportunity to collaborate with other business segments within the bank

• Excellent career development and progression opportunities

• A comprehensive Total Rewards Program including bonuses and flexible benefits

• Competitive compensation

Job Skills

Additional Job Details

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Inclusion and Equal Opportunity Employment

At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.