Senior Manager, Business Intelligence & Customer Relationship Management

CFMWS. A job with purpose. Our 4000+ person strong organization champions a healthy, fun, creative and active lifestyle for Canadian Armed Forces members, Veterans and their families. Help us deliver a variety of recreation and fitness programs, offer family support, organize charity events and make sure our members access retail, travel and banking discounts and customized financial services. At Canadian Forces Morale and Welfare Services (CFMWS), we love what we do. And we live it too.

A full suite of financial solutions, tailored to the realities of our Canadian Armed Forces Members and their families, is offered through the SISIP Financial division within CFMWS. In addition to conventional insurance, investment and financial advice products and services, we pride ourselves in delivering preventative financial education and, where required, counselling, to support our members’ financial wellbeing. At SISIP, we keep our members at the center of everything we do. Our ultimate target is the right solution at the right time for our members, and our commission-free environment reinforces this. As a social enterprise, the profits we make help fund programs within the Canadian Armed Forces (CAF) community to benefit members and their families.

SISIP Financial services are available to Canadian Armed Forces Members both virtually and in-person. We have 23 offices located in CAF communities across Canada. Our national office is located in Ottawa.

The SISIP Senior Manager, Business Intelligence and Customer Relationship Management will develop, plan and implement analytical solutions to improve customer relationships, forecast and impact business performance and grow revenue as well as work with vendor, development teams, and stakeholders to develop dashboard and reporting solutions to enable data-driven culture and improve decision making.

The SISIP Senior Manager, Business Intelligence and Customer Relationship Management will lead development and timelines of Key Performance Indicators (KPIs) to understand and improve the execution of business strategies, ensure data integrity and accuracy of internal and intra-divisional/external data sources and also develop, plan and manage CRM strategies based on customer lifecycle, geared towards increasing customer engagement rate, retention using spend optimization Return on Investment (ROI) model on campaigns.

Education, Certifications and Licenses

College Diploma or Certificate in Business Administration, Economics, Statistics or Mathematics or a related field AND several years of experience in business administration, business analytics or marketing or a related field

Experience

In business and strategic planning

In developing data analytics principles and theories

In data manipulation and data management

In problem solving

In conducting data analytics and identifying business and marketing insights

In developing customer frameworks and applying them to specific markets

In developing and applying policies and procedures

In providing advice and guidance

In project management

In budget administration

In personnel administration

In collaborations and developing partnerships

In synthesizing data into reporting formats

In driving CRM strategy and managing marketing metrics, segmentation and data analysis

In analytical and strategic planning

Competencies

Client focus, organizational knowledge, communication, innovation, teamwork and leadership.

Develop, plan and implement analytical solutions to improve customer relationships, forecast and impact business performance and grow revenue.

Ensure data integrity and accuracy of internal and intra-divisional/external data sources.

Liaise with the marketing team to build the framework for segmented marketing campaigns and testing to improve CRM metrics & sales targets.

Complete analysis/consolidation of CRM campaigns to measure success and share results and learnings to optimize future campaigns.

Develop measurement and analysis guidelines, giving framework for success, based on customer metrics as well as brand strategy.

Develop strategy, guidelines, reporting and process to streamline and increase effectiveness of the program.

Language Requirement:

Bilingual (English and French) Essential

Reading: Advanced

Writing: Functional

Oral: Advanced

Start Date: May 31, 2024

This is a hybrid position.

Health Benefits: Drug coverage, healthcare spending account, virtual care (telemedicine), Employee and Family Assistance Program, mental health support, travel insurance, dental, vision, life insurance, disability insurance and accidental death and dismemberment coverage.

Work Life Balance: A wide range of paid/unpaid leave, including paid vacation, family related leave and personal days.

Retirement Planning: A Defined Benefit Pension Plan and Group Savings Plans.

Learning and Development: Tuition Assistance Program and Advanced Learning Program, payment of professional association memberships, online learning opportunities and second language training.

Perks: Discounts through CF One Member Appreciation.

CFMWS is committed to providing an inclusive, equitable and accessible environment, where all employees feel valued, respected and supported. We welcome applications from all qualified candidates who can help us build a workforce that reflects the diversity of Canadian society. Workplace accommodation measures are available to all candidates identifying a need during the selection process.