Account Manager in Toronto

We are seeking an experienced CRM Account Manager to lead the day-to-day management of CRM programs for a key national client. This role requires a strong understanding of CRM strategy, customer lifecycle marketing, campaign execution, and marketing automation, combined with excellent client relationship and project management skills. As the primary client contact, you will oversee CRM initiatives from planning through execution, working closely with internal strategy, creative, development, and technical teams to ensure campaigns are delivered on time, within budget, and aligned with client objectives. The ideal candidate is a strategic thinker with hands-on CRM experience who can confidently manage complex, multi-channel CRM programs, provide actionable recommendations, and identify opportunities to improve customer engagement and campaign performance.

Key Responsibilities

• Lead the planning and execution of CRM campaigns, including email marketing, automated customer journeys, triggered communications, and lifecycle programs.
• Collaborate with internal teams to develop CRM strategies focused on customer acquisition, engagement, retention, and conversion.
• Oversee audience segmentation, personalization strategies, campaign calendars, and ongoing CRM initiatives.
• Identify opportunities to optimize existing CRM programs through automation, testing, and performance insights.
• Serve as the primary client contact, managing relationships, expectations, and day-to-day communications.
• Translate client objectives into clear campaign briefs, project requirements, and actionable deliverables.
• Lead client meetings, status updates, campaign reviews, and strategic presentations.
• Manage project scopes, budgets, timelines, and internal resources to ensure successful delivery.
• Coordinate creative, development, and technical teams throughout campaign production, deployment, and reporting.
• Ensure CRM campaigns meet brand standards, technical requirements, and established quality controls.
• Monitor campaign performance, evaluate key CRM metrics, and provide recommendations for ongoing improvement.
• Stay current on CRM technologies, industry trends, competitor activities, and emerging best practices.

Qualifications

• Minimum 5 years of direct CRM experience in a Canadian agency or client-side environment.
• Proven experience managing CRM campaigns, marketing automation, customer journeys, and lifecycle communications.
• Working knowledge of enterprise CRM platforms such as SAP Emarsys, Salesforce Marketing Cloud, Adobe Campaign, or similar technologies.
• Strong understanding of audience segmentation, personalization, triggered communications, and CRM performance metrics.
• Demonstrated experience managing end-to-end CRM campaign delivery, including briefing, production, QA, deployment, and reporting.
• Strong account management skills and experience managing client relationships and cross-functional teams.
• Excellent communication, presentation, organizational, and project management abilities.
• Ability to manage multiple concurrent campaigns in a fast-paced environment with strong attention to detail.
• Experience with national brands and complex, high-volume CRM programs is an asset.
• Previous automotive industry experience is considered an asset.
• Post-secondary education in Marketing, Business, Communications, or a related field, or equivalent professional experience.