CRM and omnichannel specialist

City(s): Montreal, QC

Customer Experience

Published: August 21, 2023
Type: Full time
Position to fulfill: 1

As the CRM and Omnichannel specialist, you will be part of the customer experience team to ensure a continuous feedback loop between customers, different departments of the organization and technologies. You will play the role as a liaison with key stakeholders and apply functional and technical skills at various stages of the software development lifecycle. This is an opportunity to be part of a learning culture, where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued.

Assigned responsibilities

  • Drive andadvocate for strategies that align to the goals and vision of the company;
  • Stay up to date with the latest digital marketing trends, tools, and best practices;

Customer segmentation

  • Identify and manage customer targeting and segmentation strategies to maintain, optimize and increase performance;


  • Actively oversee and manage CRM and customer loyalty projects;
  • Work closely with other divisions to develop, define and optimize segmentation and A/B testing best practices;
  • Monitor and optimize CRM performance, ensuring that key performance indicators (KPIs) are met and adjusting strategies as needed;
  • Monitor and analyze digital marketing and CRM performance metrics, generating reports and insights for the CX team, marketing team and senior management;
  • Oversee existing data quality processes to ensure high quality CRM data nationwide;
  • Ensure connectivity of all departments and IT tools(CRM, GA, Listrack, SAP, powerBI);
  • Process data gathering and cleansing from all customer touchpoints, transform into actionable data and mapping of current business process;

Business Analysis Support on small-scale features and enhancements

  • Perform analysis (fields, data, integrations etc.) and prepare data mapping documentation as required;
  • Test and validate that the developed solution meets business requirements and that related reports are accurate.


Success factors

  • Experience: You have 2-3 years experience in a similar role: CRM, marketing analytics and customer experience
  • Technical skills: Knowledge of SAP C4C platform and GA4 platform;
  • Bachelor's degree in business, marketing or related analytical field or equivalent relevant work experience;
  • Experience in companies offering B2B products and services;
  • Customer-Oriented: Your analytical mind helps you in understanding the needs of the customers. With excellent interpersonal skills and outstanding communication skills, you easily createand maintainstrong relationshipswith customers;
  • Organization: You have strong organizational and planning skills. Despite a fast pace and a heavy workload, you are able to manage stress and establish priorities in order to act quickly and meet tight deadlines;
  • Collaboration: You are at ease working in a collaborative team environment with internal and external clients. You will work with the following departments: IT, Merchandising, Sales, Operations and Supply Chain, Marketing and Finance;
  • Proactivity and Autonomy: You do not hesitate to make recommendations to improve existing processes and you are able to show initiative and critical thinking to find solutions to any problem;
  • Communication skills: Bilingualism required. You can easily communication in English and in French, both verbal and written.


  • Quebec company of national scope;
  • Opportunity for growth in an expanding company;
  • Work environment stimulated by innovation;
  • Full range of social benefits*;
  • Group RRSP*;
  • Flexible hours and teleworking (depending on the position);
  • Competitive salaries;
  • Sick days*.

*Some conditions apply.

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