Product Manager, CRM Platforms

As the Product Manager, CRM Platforms, you will be the strategic owner of the CRM platform roadmap, ensuring its evolution aligns with global directives and local market needs. You will bridge the gap between business objectives and technical implementation, working closely with our client's global teams and local stakeholders. Your focus will be on defining what the platform should achieve and how it should evolve, leveraging your deep understanding of CRM tools like Adobe Campaign Manager, Salesforce Marketing Cloud, and Eloqua. This role is not about hands-on campaign execution within the platforms, but rather about strategic oversight, project delivery, and meticulous ticket management to ensure the seamless enhancement and operation of our CRM environment.

This is a 12-month contract, and our client is working on hybrid basis at their office in Mississauga. This will require the talent to work onsite at their office 2-4 days per week per business needs.

Advantages
• Be at the forefront of transforming our client's CRM capabilities, playing a pivotal role in defining and optimizing a brand-new global initiative (CRM 2.0) and platform adoption.
• Work closely with international teams, gaining invaluable experience in a truly global, collaborative environment.
• This role focuses on strategic oversight, product management, and project delivery, offering the chance to lead and influence without the burden of day-to-day execution.

Responsibilities
1. CRM Platform Product Strategy & Evolution (40%)
• Define and manage the product roadmap for Samsung Canada's CRM platforms, including the Adobe Suite (CDP, Campaign Manager V8, AAM), ensuring alignment with the global CRM 2.0 vision and local market requirements.
• Lead the strategic evolution of Zero-Party & First-Party data capabilities and infrastructure, translating business needs into actionable product features and enhancements.
• Collaborate closely with the global home office, local and regional teams to ensure seamless integration, knowledge sharing, and adherence to global standards for CRM platform development and deployment.
• Oversee the definition and prioritization of business and marketing use cases for CRM platforms, focusing on customer data transformation, engagement, retention, acquisition, and lifetime value.
• Partner with technology vendors and solution architects to continuously identify opportunities for platform improvement, data pipeline optimization, and automation workflows.
• Maintain expert-level knowledge of industry trends, emerging technologies, and best practices in CRM, data platforms, and customer analytics to inform product strategy.
2. Project & Ticket Management (40%)
• Manage the end-to-end lifecycle of CRM platform-related projects and enhancement tickets within Jira, serving as the central point of contact for all cross-functional and international stakeholders.
• Ensure the timely and efficient delivery of all platform-related initiatives, treating each ticket as a mini-project. This includes defining scope, assigning tasks, tracking progress, and facilitating communication to ensure delivery against defined timelines, cost, and quality standards.
• Proactively identify potential roadblocks, dependencies, and risks, collaborating with relevant teams (IT, Marketing, agencies) to unblock issues and maintain project momentum.
• Facilitate detailed discussions with developers and data teams to define technical implementation requirements for tracking, data collection, and integration projects.
• Develop comprehensive documentation, playbooks, and Standard Operating Procedures (SOPs) to streamline CRM platform processes and ensure consistent operation.
3. Data Governance & Operational Oversight (20%)
• Define and enforce robust marketing data governance and compliance protocols for CRM platforms, ensuring alignment with Samsung’s global policy and Canadian Privacy Laws (PIPEDA, GDPR, and CASL).
• Collaborate with internal legal teams, IT, and external regulatory bodies to ensure adherence to data protection laws within the CRM platform ecosystem.
• Oversee the definition of requirements for platform maintenance, data integrity, quality, and consistency across all marketing properties, ensuring compliance with industry standards.
• Work with agency partners to define requirements for harmonized data structures for both online and offline channels and seamless integration between Zero-Party and First-Party data-driven marketing platforms.
• Collaborate with data and development teams to identify, prioritize, and define solutions for data integrity issues within the CRM platforms.
• Define the monitoring strategies for segment sizes, match rates, and overall platform effectiveness, guiding optimization strategies as needed.

Qualifications
Education:
• Bachelor’s degree preferably in economics, statistics, mathematics, marketing, computer science, or a related field.
Experience:
• 5-7 years of progressive experience in Product Management, CRM Platform Management, or a similar strategic role, ideally within a large, complex organization.
• Proven experience guiding the implementation and ongoing enhancement of large-scale CRM platforms, particularly with the Adobe Suite (Adobe Campaign Manager, Adobe Audience Manager, Adobe CDP).
• Demonstrated understanding of similar marketing automation and customer data platforms such as Salesforce Marketing Cloud (SFMC), or Eloqua.
• Experience in defining requirements for direct or digital marketing initiatives in B2B and B2C environments, including database management, email, push notification, and SMS marketing.
• Familiarity with managing loyalty programs and/or lifecycle-based communications from a product perspective.
• Experience with Jira or similar ticket management systems for overseeing complex projects and numerous concurrent tasks.
• Experience collaborating with global and regional teams.
What You'll Bring:
• Strategic Vision: Ability to translate complex business objectives and global initiatives into clear product roadmaps and actionable plans.
• Technical Acumen (Non-Execution): A solid understanding of CRM platform architecture, data flows, and capabilities, enabling effective communication with technical teams and vendors, without needing to execute hands-on tasks.
• Project Leadership: Exceptional project management skills, with the ability to manage multiple priorities, stakeholders, and deadlines in a fast-paced environment.
• Communication & Collaboration: Excellent oral and written communication skills, with the ability to effectively liaise with diverse internal teams (Marketing, IT, Sales, BI), external agencies, and international counterparts.
• Analytical Thinking: Strong analytical and problem-solving skills, capable of identifying issues, defining solutions, and measuring impact.
• Adaptability: Ability to thrive in a dynamic, transforming environment, embracing new processes and technologies.
• Proficiency in MS Excel, Word, and PowerPoint.
• Strong attention to detail and organizational skills.
• Understanding of Canadian Privacy Laws (PIPEDA and CASL).


Summary
If you are a visionary Product Manager with a passion for CRM technology and a proven track record of driving strategic initiatives in a global environment, we invite you to join our client's transformative journey. This is an unparalleled opportunity to shape the future of our client's customer engagement. Apply now and help to build the next generation of CRM experiences!

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.