Champion effective and consistent CRM practices across Sales, Service, Marketing and other customer-facing teams
Embed CRM into day-to-day business processes and ways of working
Monitor CRM adoption, usage patterns and data quality to identify improvement opportunities
Translate adoption and data insights into actionable feedback for leaders
Partner with Learning & Organizational Development on learning needs, formal learning and onboarding
Develop practical CRM guidance, standards and resources
Establish and evolve consistent CRM processes across customer journeys and interactions
Promote capture of meaningful, high-quality customer information for a trusted 360-degree customer view
Identify opportunities to simplify processes, strengthen hand-offs and improve cross-team visibility
Create feedback loops between CRM users, customer intelligence, business insights and business leaders
Connect CRM users, business leaders, the CRM Product Owner in IT and CRM governance
Gather, assess and synthesize organizational feedback to identify needs, pain points and opportunities
Translate business needs into use cases and enhancement requirements for CRM improvement prioritization
Support readiness for new CRM capabilities by identifying process, adoption, communications and practice impacts
Establish and evolve CRM standards, principles, processes and expectations
Advocate for CRM as an enterprise capability connecting people, processes, data and customer intelligence
Requirements Experience in CRM, customer experience, sales or service enablement, business process improvement, change enablement or a related discipline
Strong understanding of CRM capabilities supporting customer-facing processes, data quality and customer intelligence
Experience working with Sales, Service and/or Marketing teams and understanding their customer information and workflow needs
Strong facilitation,



coaching and relationship-building skills, with ability to influence across teams without direct authority
Ability to interpret adoption, usage and data trends and translate them into practical recommendations
Solid analytical and problem-solving skills with a continuous-improvement mindset
Experience gathering business needs and working with product or technology teams to support prioritization and continuous improvement
Ability to connect detailed operational practices to broader customer and organizational outcomes
Criminal record check satisfactory to Alberta Blue Cross required as a condition of employment following a conditional offer
Experience with Microsoft Dynamics 365 or comparable enterprise CRM platform (asset)
Experience supporting enterprise CRM standards, governance, adoption practices or enablement resources (asset)
Experience working with customer intelligence, business insights or reporting teams to improve data quality and insight generation (asset)
Core Competencies Demonstrates expertise in CRM practices, data quality, and customer intelligence, with a strong focus on process improvement and cross-team collaboration. Capable of translating business needs into actionable insights and fostering CRM adoption across customer-facing teams.
Highest-signal resume keywords CRM Experience
Data Quality Management
Business Process Improvement
Analytical Skills
Facilitation and Coaching
ATS Optimization Keywords Hard Skills CRM Capabilities
Customer Experience
Change Enablement
Business Needs Gathering
Operational Practices Connection
Soft Skills Relationship-Building
Influencing Without Authority
Problem-Solving
Continuous Improvement Mindset
Certifications & Qualifications Criminal Record Check
Industry Keywords Customer Intelligence
Sales Enablement
Service Enablement
CRM Standards
Governance Practices
Tools & Technologies Microsoft Dynamics 365
Enterprise CRM Platform

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📌 CRM Practice & Enablement Lead (Alberta)
🏢 Jobtailor
📍 Alberta