Director, ECRM Adoption & Insights

We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s 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.com

What you'll be doing

As a key member of the eCRM Enablement team and reporting to the Senior Director, Platform Health & Adoption, the Director, ECRM Adoption & Insights (Salesforce) will develop and implement a three to five year strategy for overall ECRM (Salesforce) Adoption, supporting multiple LOBs.

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At CIBC we enable the work environment most optimal for you to thrive in your role. You’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 2-3 days per week on-site, while other days will be remote. 

How you'll succeed

• ECRM strategy & execution - Deliver and socialize the ECRM roadmap of capabilities and execution in partnership with key stakeholders, supporting Enterprise CRM and Canadian Banking Strategy and business plans. Lead the development, communication, implementation, and management of strategies, policies, and programs related to ECRM. Provide technical and capability strategy guidance, offering professional advice on complex and conceptual issues to junior consultants; lead projects and teams in collaboration with Platform leads, Technology senior leadership, and executive teams. Lead, develop, and implement the strategic vision and roadmap—including framework, direction, policies, and high-level tactics—for ECRM and all Salesforce applications within Personal and Business Banking (PBB).

• Program & service development for ECRM and Salesforce Applications - Review, refine, and develop programs or services related to ECRM and Salesforce-enabled applications and workflows from a business perspective by refining operating structures within broad organizational directions, developing work plans, and establishing objectives, deadlines, and processes. Ensure a coherent and comprehensive approach to the design and implementation of initiatives across business areas to increase efficiency and minimize costs, balancing program initiatives with service demands for effective cost containment. Monitor the performance of corporate strategies, policies, and programs to ensure the fulfillment of strategic objectives and regulatory requirements, recommending changes to programs, products, or services as needed.

• Process Transformation & ECRM Capabilities - Direct and take overall responsibility for the development and execution of iterative, sustainable, end-to-end client journey improvement capabilities across ECRM by leading work involving multiple stakeholder groups within a matrix management structure. Develop work plans to deliver on the Personal and Business Banking (PBB) proposition, Frontline Platform strategy, and drive strategic segment growth. Key responsibilities include continually documenting, refining, and implementing end-to-end processes and improvements related to Frontline platforms, technologies, and adjacent processes that support frontline users and clients. Utilize process engineering methodologies, such as the DMAIC model, to identify and catalogue gaps and improvements, manage process backlogs based on client and business benefit, and oversee cross-functional teams tasked with designing and delivering end-to-end processes and solutions.

• Program development - Refine and develop programs related to the Decision Manager application, ensuring alignment with Business Banking requirements. Enhance auto approval rates by analyzing workflows and implementing best practices for efficiency. Monitor corporate strategies and recommend changes to ensure strategic objectives and regulatory compliance are met.

• Stakeholder Management - Build and maintain strong relationships with internal and external stakeholders, ensuring alignment on strategic priorities and fostering collaboration to achieve business objectives. Act as a trusted advisor, effectively communicating insights, managing expectations, and driving consensus across cross-functional teams and senior leadership.

• Cross-functional relationships - Collaborate with all areas of Personal and Business Banking, Digital, and Technology, engaging with stakeholders. Maintain regular communication with Product Teams, Product Owners, and groups across Frontline Technology, Strategy and Transformation, and Banking Centre. Lead projects involving members from various CIBC Business Units and interact frequently with Technology Delivery teams and colleagues in Personal and Small Business Banking. Engage with VPs, Senior Directors, and other leadership roles, as well as marketing, product, segment, and channel groups. Network with peers in the financial industry and external vendors to stay current in the field.

Who you are

• You can demonstrate strong business acumen and strategic thinking, with the ability to translate vision into actionable product plans. You have familiarity with agile delivery methodologies and cross-functional team leadership. 

• You can demonstrate 2 to 5 years of work experience and proven track record in developing and implementing multi-year strategic plans and driving complex business initiatives, ideally within financial services or a related industry.

• You can demonstrate 5 to 7 years of work experience building consensus and influencing at the executive level, leading cross-functional teams, and managing senior stakeholder relationships to achieve strategic objectives. It’s an asset if you have work experience the Enterprise Delivery Framework, Agile, Product Management, JIRA, Confluence.

• You can demonstrate excellent presentation and facilitation skills in conveying both factual and conceptual information and ideas on complex technical and conceptual issues that require detailed explanation and interpretation, and experienced influencing skills in eliciting cooperation and consensus from others in the implementation of new strategies/approaches for stakeholders and at executive leadership tables.

• Your influence makes an impact. You understand that strong relationships and credibility are essential to driving change, and you communicate effectively with stakeholders at all levels.

• You are a confident and accountable leader. You are passionate about developing people and bringing out the best in diverse, high-performing teams.

• You are passionate about people and experiences. You bring empathy, curiosity, and a deep understanding of user and employee needs, behaviors, and pain points.

• Values matter to you. You lead with integrity, collaboration, accountability, and respect, and you bring your authentic self to work every day.

#LI-TA

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, points-based 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 Mailbox.careers-carrieres@cibc.com

• CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.

• 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 attribute-based assessment and other skills test (such as simulation, coding, French proficiency).

• We use artificial intelligence tools during the recruitment process. 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

Toronto-81 Bay, 27th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Business Insights, Change Management, Cross-Functional Initiatives, Executive Presenting, People Leadership, Salesforce Implementation, Stakeholder Management