Customer Relationship Management Lead

Venor is happy to announce that we have partnered with EfficiencyOne in their search for a Customer Relationship Management Lead.  This is a great opportunity for someone to work for an excellent brand that is doing great things across Canada.  See more about the job ad below: 

We transform the way people use energy.

Transforming the way people use energy begins with our people. At EfficiencyOne, we are dedicated to building a culture of diversity, equity, and inclusion that is representative of the customers and communities we serve. As an organization that values and respects the unique characteristics of everyone, we aim to cultivate a culture of creativity and innovation that stems from our differences in backgrounds, perspectives, and experiences. 

We welcome and encourage applications from equity-deserving groups including Indigenous Peoples, Racialized Persons, African Nova Scotians, Women, Persons with Disabilities, Newcomers to Canada, and Individuals within the 2SLGBTQIA+ Community. If you require accommodation at any stage of the application or interview process (including different materials or otherwise), please contact a member of our HR team to discuss your needs.

About EfficiencyOne

EfficiencyOne is a leading energy efficiency enterprise. Our core values are integrity, innovation, and partnership and our purpose is “we transform the way people use energy”. We work with many outstanding partners to supply cost-effective energy efficiency and carbon mitigation services in Nova Scotia and beyond. Together, we help people achieve their energy goals, save money, conserve resources, improve well-being, and combat climate change.

Investing in energy efficiency comes with many benefits—lower heating bills, more comfortable spaces, new jobs in our communities, and a smaller overall carbon footprint. To date, our work has achieved over $4.8 billion in energy savings, including over $500 million for low-income homeowners and renters. Since 2011, Efficiency Nova Scotia programs have avoided the release of 10.3 megatonnes of greenhouse gas emissions (CO2 eq) in the province. If there’s a better way to improve energy efficiency, we’ll find it. Find out more about how we are making an impact here: https://www.efficiencyone.ca/impact 

Why you’ll love working here:  

• A culture that understands there is life outside of work and cares about their employees.
• We offer a fun, social, and inclusive working environment in a newly renovated space, plus hybrid/remote work options, and a strong focus on health, safety, and wellness.
• You’ll enjoy fair, equitable, and competitive compensation aligned with the changing market.
• We offer an exceptional and holistic benefits plan (65% employer-paid), retirement savings plan (defined contribution), health and personal lifestyle spending accounts, and employee and family assistance program.
• You can grow at EfficiencyOne, with approved job-related courses, memberships, and designations 100% company-paid. Plus, we make it a priority to ensure employees are provided opportunities to fill internal roles.
• Being part of a team contributing to Nova Scotia’s goal of 2050 net-zero carbon.

The Opportunity:

The Customer Relationship Management (CRM) Lead, reporting into the Omnichannel Marketing Lead, will be responsible for developing and implementing comprehensive marketing strategies that deliver seamless and personalized customer experiences across multiple channels. This individual will play a key role in orchestrating data and messaging to create a unified brand presence and drive customer engagement and loyalty.

This job requires the incumbent to be a strategic leader who is self-motivated and detail-orientated with effective project management skills for the completion of projects on time and within budget. In addition, the role involves using tools like our Customer Data Platform (CDP) to generate digital marketing strategies, initiatives, and programs.  Many aspects of this job will entail supporting or persuading others on a specific approach using customer insights and data and outlining expected outcomes.

Key Responsibilities:

• Designing customer journeys and touchpoints to ensure a cohesive and consistent brand message across all channels.
• Utilizing data from various sources including CDP, customer relationship management (CRM) systems, customer databases, web analytics, and marketing automation platforms to gain insights into customer behavior and preferences, analyzing data to create targeted and personalized messaging.
• Utilizing CDP to identify new opportunities to engage customers and update journeys to engage users across channels. 
• Developing and executing end-to-end marketing campaigns using Salesforce Marketing Cloud, utilizing various tools within the platform, such as Email Studio, Journey Builder, and Automation Studio, to create personalized and targeted communication flows.
• Developing and maintaining analytics dashboards to report on campaign and journey performance and providing analysis to benefit the Marketing team and broader organization. 
• Creating and optimizing automated marketing workflows using Salesforce Marketing Cloud’s Automation Studio. Develop customer journeys, nurture campaigns, personalization, and trigger-based communications to enhance customer engagement and drive conversion.
• Monitoring and analyzing campaign performance metrics, customer behavior, and marketing KPIs to provide insights and recommendations based on data-driven analysis to optimize campaign effectiveness and improve customer retention.
• Overseeing the planning, execution, and optimization of omnichannel marketing strategy and cross-channel orchestration; coordinating with marketing teams to ensure seamless integration and execution of campaigns across channels, such as email, social media, mobile, website, and offline channels. 
• Developing cross-channel dashboards to understand health, monitor, and measure performance.
• Conducting A/B testing and other experiments to optimize campaign and channel performance and improve customer experience across channels.
• Responsible for brand stewardship and accuracy, ensuring the Efficiency Nova Scotia brand is represented accurately across the customer experience in all customer touchpoints, working with key staff to vet content prior to publishing, ensuring marketing content is aligned with program objectives, and educating internal and external stakeholders on program offerings.

What Will Help You Succeed?

• A University degree or Community College diploma in Marketing, Communications, Public Relations, or an equivalent combination of education and work experience.
• 10 years of proven experience in a Customer Relationship Management role or similar.
• Proven experience in omnichannel marketing, with a focus on data-driven strategies and customer personalization.
• In-depth knowledge of marketing automation platforms, CRM systems, and data analytics tools.
• In-depth knowledge of Salesforce Marketing Cloud, including Email Studio, Journey Builder, Automation Studio, and Data Extensions.
• Experience with Customer Data Platforms preferred.
• Proficient with Microsoft Office software such as Excel, Word, PowerPoint, and Teams. 
• The ideal candidate will have good analytical and problem-solving skills, with the ability to interpret data and derive actionable insights.
• The ideal candidate will have excellent communication and interpersonal skills to collaborate effectively with cross-functional teams.
• Salesforce Marketing Cloud certifications, such as Salesforce Certified Marketing Cloud Email Specialist or Salesforce Certified Marketing Cloud Consultant, are considered an asset.

What to expect in your first several weeks on the job:    

In the first week, expect to: 

• Meet the marketing team, go through the training and onboarding process by meeting with other departments and learning about Efficiency Nova Scotia.  
• Begin training in software (i.e., Basecamp, SharePoint, Fresh Ticket).  
• Take time to review the marketing and organizational work plans. 
• Read program materials, company information (SharePoint materials), and past Annual Reports to get familiar with Efficiency Nova Scotia. 

In the first month, expect to: 

• Participate in weekly marketing team huddles and review the work plan.  
• Job shadow other teammates to learn about their roles and responsibilities.   
• Work closely with the Omnichannel Marketing Lead to train and learn how to execute projects.  
• Meet with Program Managers to learn the program and projects. 
• Training and time to review marketing processes.
• Training on Salesforce Marketing Cloud and Customer Data Platform.
• Become familiar with Customer Journeys for Programs.
• Meet our agency partners and get familiar with current brands and campaigns.  
• Be assigned projects with the goal of becoming familiar with programs, campaigns, and marketing plans.  

In the first three months, expect to: 

• Execute campaigns within Salesforce Marketing Cloud.
• Begin supporting the Omnichannel Marketing Lead with activating the Customer Data Platform and performing core duties independently.  
• Participate in team meetings and agency partner meetings.  
• Work closely with the Information and Analytics Team to learn data and reporting.
• Manage budget forecasts and approve invoices.  
• Produce reports of completed and upcoming projects including creative snapshots, timelines, and results.  
• Work with your manager to develop individual learning and development goals.

If you would like to be considered for this opportunity then please, don’t hesitate to send your resume and cover letter to Luke Watters at lwatters@venor.ca.