CRM Practice & Enablement Lead

OVERVIEW

Alberta Blue Cross is an Alberta based organization dedicated to delivering exceptional customer experience and community leadership. We’re committed to providing the best health coverage to over 1.8 million members and take an active role in promoting wellness. We believe in what we do—and place trust in our employees to deliver our vision. Working at Alberta Blue Cross means having a career where you’ll be recognized for your contributions.

We value diversity, encourage our team members to maintain a healthy work-life balance and provide opportunities for career growth. The CRM Practice & Enablement Lead plays a key role in helping Alberta Blue Cross realize the full value of our Customer Relationship Management (CRM) capability and advance toward a connected, 360-degree view of our customers. Working across Sales, Service, Marketing and other customer-facing areas, this role helps establish and evolve consistent CRM practices across the organization, with a focus on adoption, process alignment, data quality and continuous improvement.

Through partnership, coaching and analysis, this role connects how CRM is used with the insights it enables—helping teams capture meaningful customer information that can be translated into better decisions, stronger customer understanding and more connected experiences. This position reports to the Manager, Customer Journey & Intelligence and works as an individual contributor in close partnership with business and technology teams.

• Champion effective and consistent CRM practices across Sales, Service, Marketing and other customer-facing teams.
• Help embed CRM into day-to-day business processes and ways of working, ensuring teams understand the value and purpose behind key CRM practices.
• Monitor CRM adoption, usage patterns and data quality to identify opportunities for improvement.
• Translate adoption and data insights into actionable feedback that leaders can use to coach and support their teams.
• Partner with Learning & Organizational Development to identify emerging learning needs and provide CRM subject-matter expertise to support formal learning and onboarding.
• Develop practical guidance, standards and resources that reinforce consistent CRM practices following formal training.
• Partner with business areas to establish and evolve consistent CRM processes across customer journeys and interactions.
• Promote consistent capture of meaningful, high-quality customer information that contributes to a trusted 360-degree view of the customer.
• Work with Sales, Service and Marketing leaders to identify opportunities to simplify processes, strengthen hand-offs and improve visibility across teams.
• Partner closely with Customer Journey & Intelligence, Corporate Insights, the Trusted Partner Office and leaders across Sales, Service and Marketing to understand the information needed to generate meaningful customer and business insights.
• Create effective feedback loops between CRM users, customer intelligence, business insights and business leaders to identify gaps and strengthen CRM data capture.
• Act as a key connection point between CRM users, business leaders, the CRM Product Owner in IT and CRM governance.
• Gather, assess and synthesize feedback from across the organization to identify business needs, pain points and opportunities.
• Translate business needs into clear use cases and enhancement requirements that support prioritization of CRM improvement.
• Support readiness for new CRM capabilities by identifying impacts to business processes, adoption, communications and supporting practices.
• Help establish and evolve CRM standards, principles, processes and expectations across the organization.
• Advocate for CRM as an enterprise capability that connects people, processes, data and customer intelligence—not simply as a technology platform.

Required qualifications:

Experience in CRM, customer experience, sales or service enablement, business process improvement, change enablement or a related discipline. Strong understanding of how CRM capabilities support customer-facing processes, data quality and customer intelligence. Experience working with…