Sr. Manager, CRM Enablement - Commercial Banking

What you'll be doing

As a member of CIBC’s team, the Sr. Manager, CRM Enablement focuses on overall CRM adoption, enhancement requests, user support, aligning with business on priorities, reporting, and Line of Business specific change management within Commercial Banking. The role will be closely connected to the leadership in Commercial Banking to address enhancements, guide Salesforce roadmap, and priorities through the operating model on behalf of the business.

This position is instrumental in developing a deep understanding of Commercial Banking Sales/Support processes to drive adoption through initiatives where Salesforce can replace manual workflows, show best practices, and value where CRM can used to be an effective client and team management tool. This role will work closely with Line of Business stakeholders, Product team, and Marketing to ensure CRM adoption, collaboration, and address any enhancement, development requirements, and testing on behalf of Commercial Banking.

This role will also work closely with the CRM Enablement Director, CRM Product Manager, and Tech/Data organizations to ensure LOB and Salesforce CRM goals are aligned.

This role is responsible for contributing to projects that impact the business through in-depth research analysis, interpretation, documentation, and advice on moderately complex business information. The role applies subject matter expertise to consult with the business on process improvements, leading the technical development to deliver high quality processes and procedures while ensuring compliance with CIBC requirements standards, work practices, processes, security standards and policies.

The Sr. Manager, CRM Enablement uses independent judgement to provide guidance to project teams, applying a comprehensive, conceptual and practical understanding of the area of specialization to a wide range of business and technical situations while analyzing business performance.

At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.

• Understanding the Business - Become the subject matter expert on business processes and priorities across the Commercial lines of business. Build strong relationships, lead discussions, listen and ask the right questions to ensure solutions meet requirements.

• Relationships & Organization
  - Oversee requests from various stakeholders and thoughtfully create and/or edit a wide variety of presentation and communication materials (e.g. key messages, communication plans, tactical deliverables, presentations etc.). Work across multiple business, product, and technical groups to prioritize and realize requests from concept to technical solution.

• Communication & Change Management - Superior interpersonal and communication skills sufficient to convey or present factual and conceptual information on issues which require detailed explanation and interpretation. Lead adoption across all levels of expertise by developing and carrying out effective change management strategies.

• Leading and Mentoring – Support end-to-end project implementation as a subject matter expert, and provide guidance to a diverse team of technology and project professionals. Maintain a collaborative work environment and support team members to resolve organizational, operational, and process problems.

• You have a degree/diploma in Finance, Business, and/or a related field, and you’ve spent at least 3-5 years in a role with exposure to Commercial Banking with an understanding of Wealth products and business processes. It’s a significant asset if you have experience with Salesforce or CRM governance or technology delivery.

• You have knowledge of Salesforce, business management, change management, a technology acumen, Agile Methodology.

• You have working knowledge of financial product concepts.

• You’re driven by collective success. You have strong communication skills and ability to communicate complex information to senior leadership. You know that teamwork can transform a good idea into a great one. You…