People Culture & Technology (PCT) - Technology Hybrid – Work from any WWF-Canada officeStarting Salary: $103,800 to $114,000 annually (commensurate upon related experience and skills) The Senior Manager, CRM Business Analyst plays a pivotal role in driving end-to-end project implementation while acting as a trusted subject matter expert in process and technology. In this dynamic position, the Senior Manager collaborates cross-functionally to design and deliver innovative and flexible solutions that enhance operational efficiency and create a best-in-class experience for Mission CRM (a CRM built on top of Microsoft Dyanmics 365). The Senior Manager works extensively with Microsoft Dyanmics 365, bridging business needs with technical capabilities, including gathering requirements, mapping workflows, and translating them into optimized solutions. The Senior Manager shapes and implements strategies that improve the donor experience, engagement, and supports fundraising and organizational objectives. In addition, they provide CRM training and support to end users, ensuring successful adoption and maximizing the value of implemented solutions. Responsibilities Advise users on leveraging CRM, Customer Insights and digital technologies to solve problems and identify opportunities. Continuously monitor and improve Mission CRM processes by researching new approaches and technologies. Facilitate workshops, presentations, and design sessions to define and document requirements, functional specifications, acceptance criteria and promote solution ideation. Translate business needs into actionable user stories and solution designs, ensuring alignment with scope and quality standards. Work closely with technical teams and vendors to ensure accurate implementation of organizational requirements and resolve issues post-launch. Create and review test cases, facilitate user acceptance testing (UAT), and support users during deployment.



Design, document, and maintain business and system processes, process maps, configuration documents, test scripts, and release notes. Deliver CRM training and orientation for users and teams. Work with CRM vendor and other relevant vendors to ensure timely and accurate resolution to end user tickets and system issues. Implement processes for data standards, imports, cleansing, and maintenance to ensure accuracy, quality and compliance. Integrate Mission CRM with other systems for seamless, efficient data flow. Manage, mentor, and develop direct reports, identifying opportunities, facilitating execution, and seeking solutions to challenges. Create a team-oriented team culture that promotes learning, innovation, and accountability Assist the Technology team, as required, with other related duties contributing to the mandate and successful operation of the department and organization. Qualifications 6+ years of experience with Microsoft Dynamics 365, Mission CRM or similar CRM platform (in fundraising/non-profit environments preferred). 6+ years of progressive experience creating user stories, requirements documents, process diagrams, and test plans. At least 2+ years of people management experience. Several years of expertise experience with business process mapping, workflow design, and UAT facilitation. Extensive expertise in requirements management, including scope/change management, traceability, backlog management, and prioritization. Exceptional leadership, mentoring, coaching and team-building skills,



combined with the ability to drive effective results, using excellent judgement, discretion and decision-making. Experience in the charitable sector, an asset. Identify & align with WWF’s core values: Courage, Integrity, Respect, and Collaboration Other Information If not based out of Toronto office, occasional travel to Toronto may be required to attend meetings or events Deadline to Apply If you are interested in applying for this exciting opportunity, please click Apply , and ensure your application is received on or before February 3, 2026, at 5pm EST. Applications are reviewed on an ongoing basis and we may close this posting before the advertised date if we identify a suitable candidate pool. We encourage you to apply early and thank you for your interest in working for WWF-Canada. Commitment to Diversity and Accessibility Our vision is a Canada with abundant wildlife where nature and people thrive and we value and rely on diversity of thought, knowledge, expertise, and lived experience to help bring our vision to life. We recognize that experience comes in many forms and skills are transferable. If you feel that your unique experiences can enhance our vision, we encourage you to apply – even if you don’t meet 100% of the requirements. We encourage applications from candidates who have been historically disadvantaged and marginalized, including applicants who identify as First Nations, Métis or Inuk (Inuit), Black, racialized, a person with a disability, women and/or 2SLGBTQ+. We are committed to a barrier-free and equitable recruitment& selectionprocess. If you are contacted inrelationan opportunity to join our team and requirean accommodationat any point in the process, pleaseadvisethe recruiter of your specific needs.We commit to managing these requests in a confidential manner. #J-18808-Ljbffr

📌 Senior Manager, Crm Business Analyst - C$103,800 - C$114,000 A Year (Toronto)
🏢 WWF-Canada
📍 Toronto