Senior Manager, CRM Solutions

Purpose

CRM Solutions Lead is accountable to drive the deployment, configuration, and ongoing optimization of our CRM (Salesforce) platforms across our retail and institutional asset management business. This role will serve as a bridge between Distribution, Marketing, and Technology teams, ensuring CRM tools empower the sales team to manage leads, build lasting customer relationships, and drive sales performance.

• Define and execute the vision and roadmap for CRM integration into our ecosystem, ensuring it delivers measurable impact and aligns to the business strategy.
• Lead the rollout and configuration of Salesforce across Retail Distribution and Institutional teams.
• Partner with Technology to ensure seamless integration with internal systems and data sources.
• Deeply understand sales processes, lead management workflows, and client engagement challenges to shape CRM platform priorities.
• Translate business requirements into scalable CRM solutions and workflows.
• Lead cross‑functional initiatives to modernize the CRM experience, incorporating automation, AI, and actionable insights.
• Manage platform enhancements, testing, and release cycles in collaboration with IT.

• Act as the primary liaison between business users and technical teams.
• Conduct training sessions and develop user guides to drive adoption and best practices.
• Gather feedback from stakeholders to continuously improve platform functionality.

• Support Seismic content architecture and distribution strategies.
• Ensure timely and accurate delivery of product, marketing, and compliance materials to client‑facing teams.
• Maintain content governance and version control protocols.

• Monitor data integrity across Salesforce and Seismic platforms.
• Develop dashboards and reports to support client segmentation, pipeline tracking, and campaign performance.
• Collaborate with analytics teams to deliver actionable insights.

• Champions a customer‑focused culture to deepen client relationships and leverage broader bank relationships, systems and knowledge.
• Understand how the bank’s risk appetite and risk culture should be considered in day‑to‑day activities and decisions.
• Actively pursues effective and efficient operations of their respective areas in accordance with Scotiabank’s values, its code of conduct and the global sales principles, while ensuring the adequacy, adherence to and effectiveness of day‑to‑day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
• Champions a high‑performance environment and contributes to an inclusive work environment.

• Bachelor’s degree in Business, Information Systems, or related field.
• 3–5 years of experience implementing and managing B2B CRM products in a financial services or asset management environment.
• Robust understanding of sales enablement, client lifecycle management, and CRM best practices.
• Experience using analytics, user research and other approaches to help make decisions and iterate on the product.
• Deep understanding of user‑centered design methods and best practices, and you’re always looking to improve on your process.
• Experience working cross‑functionally with Technology, Distribution, and Marketing teams.
• Excellent communication, project management, and problem‑solving skills.
• Salesforce Administrator certification.
• Familiarity with Seismic content automation and analytics.
• Knowledge of regulatory and compliance requirements in asset management.