ERP Project Lead - CRM

POSITION: ERP Project Lead – CRM
REPORTS TO: ERP Program Manager
DEPARTMENT: Corporate Services
LOCATION: North Bay
REFERENCE:
SALARY: $88,868 - $104,546

Ontario Northland Transportation Commission (ONTC) is an Agency of the Province of Ontario that provides efficient and vital transportation services. We are a modern, forward-thinking organization focused on providing safe and reliable transportation services. ONTC has a rich history of over 120 years and strong connections to the communities we serve. With over 1100 skilled professionals, we work together to enhance transportation services and ensure that they are sustainable for future generations.

We offer a dynamic workplace culture, along with a competitive salary, excellent benefit package, a defined benefit pension plan, paid vacation, paid personal leave days and discounted transportation on our bus and passenger rail services.

The ERP Project Lead – CRM is responsible for designing and implementing the ERP system’s Customer Relationship Management (CRM) module to enhance customer engagement and operational efficiency. This role focuses on translating business requirements into optimized CRM solutions, ensuring data accuracy, and driving user adoption to support long-term organizational success.

• Lead end-to-end implementation of CRM modules within the ERP system, ensuring alignment with business requirements and strategic objectives.
• Configure CRM components, customize workflows, dashboards, and reporting tools, and validate configurations through rigorous testing and quality assurance.
• Develop test scenarios, coordinate user acceptance testing, resolve issues, and integrate CRM with other ERP modules for seamless data flow and efficiency.
• Review existing customer data, create and execute data cleanup plans, enforce data quality standards, and perform pre- and post-migration checks to ensure accuracy.
• Maintain documentation of cleanup activities and implement controls for ongoing data integrity and compliance.
• Identify and mitigate risks related to CRM configuration, data migration, and user adoption; maintain a risk log and establish contingency plans.
• Act as the primary liaison between business stakeholders, technical teams, and vendors; facilitate meetings, share agendas and status reports, and communicate timelines, risks, and dependencies.
• Support change management initiatives by planning communication campaigns, delivering training sessions, and creating user documentation to drive adoption.
• Provide ongoing post-go-live support, monitor CRM performance, manage enhancements and updates, and collaborate with IT and business teams to implement improvements.
• Gather user feedback, optimize workflows, ensure compliance with organizational standards, and continuously improve CRM capabilities.

• University degree in Business Administration, Information Technology, Marketing, or a related field.
• Project Management Professional (PMP) designation is an asset.
• Minimum 3 years of experience in ERP implementations, with proven experience as a project lead or similar role (preferably in ERP system implementation projects).
• Understanding of CRM integration with other ERP modules (Finance, HR, Supply Chain) and third-party applications.
• Experience creating test scripts, conducting UAT, and validating configurations; ability to diagnose and resolve system issues post-implementation.
• Proficiency in MS Office, Outlook, and Teams.
• In-depth knowledge of ERP systems (e.g., Oracle Fusion, SAP) and CRM modules (e.g., Salesforce, Microsoft Dynamics).
• Ability to configure CRM workflows, dashboards, and reporting tools to meet business requirements.
• Strong skills in data cleansing, validation, and migration to ensure accuracy and integrity.
• Valid Ontario Class G Driver’s License is an asset.
• Exceptional communication skills with the ability to convey complex ideas clearly across diverse stakeholders.
• Strong analytical and problem-solving skills; ability to identify root causes and implement innovative solutions.
• Proven ability to lead collaboratively and creatively in a dynamic environment.
• Commitment to…