Manager, CRM Operations

At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize their dream. A sports fan celebrate a special moment.


Because we believe connections unite us, possibilities fuel us, and moments define us.


As we grow our team, the well-being of our team members remains our top priority. To ensure the health and safety of our team members, including those in the recruitment process, our team members are working from home, and are equipped to do so safely and efficiently.


Come play a key role in building the future of innovation in Canada. Everyone wants to be part of a transformational team – and that’s exactly what we’re building at Rogers. A team that innovates and a team that wins. Founded in 1960, we have grown to become a leading technology and media company providing the very best in wireless, residential services, and media to Canadians and Canadian businesses.


At Rogers we are committed to creating and growing teams that are digital-first, fast-moving, bold-thinking and are focused on delivering impact in everything they do. Our world class network offers wireless connectivity across Canada, and we are the market leader in 5G for both coverage and reliability. Our fibre network also supports millions of customers with high-speed Internet, TV and Smart Home Monitoring - we offer the fastest and most consistent network in the areas we serve. Our impressive collection of assets includes a wide range of media properties, sports teams, sports events & production, venues and e-commerce platforms. Through our three brands Rogers, Fido and chatr, we provide Canadians with choice and value on a variety of plans to meet their needs and connect them to what matters most. Between our consumer, enterprise and media brands we connect 30 million+ Canadians every month from coast to coast to coast!


Not only is our business strong, but so is our culture. We genuinely care about each other and we’re committed to fostering an inclusive and diverse workplace at Rogers so all of our team members can bring their whole selves to work. We have employee resource groups that build awareness and a culture of allyship for equity-seeking groups, including groups representing People of Colour, LGBTQ2S+, Indigenous Peoples, Persons with Disabilities and Women. We all bring something different, and we know what makes you different makes us great.


We believe in challenging work, rewarding opportunities and giving back to make a positive impact for Canadians who need it most. When our team learns, grows and reaches their true potential – we can make more possible. At Rogers, your journey is filled with limitless possibilities, and you can build the future you want with us.


Let’s make your possible at Rogers.


Are you up for the challenge and the fun? If so, consider the following opportunity:


Right now, we are looking for talented individuals to join our Analytics & Marketing Technology team where you will have a chance to innovate, grow and deliver meaningful impact for our customers and our business.  Our organization has the mandate to enable and leverage data & analytics as a companywide asset.  As a team, we build and deploy new strategic and foundational capabilities across the organization and operate several functions that use these capabilities to inform commercial decisions, generate insight/foresight and drive improved performance and business value creation.


We are currently seeking an exceptional candidate for the role of Manager, CRM Operations. Reporting to the Sr. Manager, CRM Operational Centre of Excellence, the Manager will be responsible for managing mission critical systems and process that are core to the successful operations of a marketing organization.


The successful candidate is someone who is highly organized and loves working with a wide variety of internal partners. We are looking for someone who understands IT processes, is outgoing, and can manage multiple day-to-day operational processes.


What you will do:


  • Drive strategic decision-making and change management to optimize processes

  • Maintain and enhance campaign intake processes

  • Develop QA and quality control systems

  • Manage regulatory requests around CASL and customer consent

  • Liaise with CRM Operations, Digital, Technology, and other cross-functional stakeholders

  • Manage the operations and production support to resolve issues in a timely manner

  • Work with required groups to proactively monitor system for all issues and bugs

  • Resolve technical and non-technology challenges and manage escalations to management

  • Ensure that governance standards and customer data privacy regulations are followed

  • Drive performance improvements to enhance the user experience and reduce pain points

  • Communication of progress, status, metrics, and KPIs to required stakeholders (all levels)


What you will bring:


  • Strong organizational skills with a desire to bring structure to fluidity

  • An outgoing personality who is energized by working with others

  • Experience working in a marketing environment

  • Proven track record of taking a “client-first” approach, while setting and achieving aggressive objectives

  • Well-developed strategic-thinking skills, with the ability to excite and lead others, capitalizing on individual strengths to drive collaborative outcomes

  • Capacity to thrive in an environment of constant change, unpredictability and ambiguity

  • Ability to inspire and influence across organizations to gain alignment and support on recommendations

  • Simplicity and creative approaches that are solution/outcome-oriented, constantly looking for ways to do things smarter, better and more efficiently

  • Natural or trained ability to grasp both business and technical aspects of the role

  • Ability to quickly establish credibility with internal client-partners and to be the seen as a partner to the business

  • Experience differentiators:

    • 3-5 years of experience in Communication Platform Management or CRM tools such as SAS Customer Intelligence Suite

    • Experience in customer segmentation and data driven targeting strategies

    • Knowledge of database marketing and data warehousing tools and software (SAS, SQL, ORACLE, …)

    • Experience working with Microsoft SharePoint and/or Infopath

    • Experience in working with financial/marketing information including business cases, KPIs, ROI, NPV

    • Knowledge of database architecture fundamentals and best practices

    • Strong interpersonal and communication skills (both written and oral) to interact effectively with senior leadership

    • University degree in business, marketing, finance, math, computer science or related field


We need someone who can:


  • Engage partners – be approachable and collaborate well with all kinds of people

  • Lead a team – always teach, share, grow and develop, while driving results and making work fun

  • Deliver quality – steer robust and meaningful outputs, with agility and attention to detail

  • Be a self-starter and having initiative to figure out problems on your own

  • Interrogate the status quo – challenge old habits, ask why, and find a better way

  • Influence and drive change – secure alignment across teams and leadership to ensure we are focusing on the right things, the right way

  • Strong project management and change management skills



As a condition of hire, all new employees will be required to provide proof of vaccinations against COVID 19. Any request for an exception under Human Rights legislation must be supported by evidence to be considered by Rogers on a case by case basis.

Please click here to review conditions that may qualify for medical exemption to the COVID-19 vaccine.



Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 333 Bloor Street East (012), Toronto, ON
Travel Requirements: None
Posting Category/Function: Project Management & Marketing
Requisition ID: 251098
Together, we'll make more possible, and these six shared values guide and define our work:

  1. Our people are at the heart of our success
  2. Our customers come first. They inspire everything we do
  3. We do what’s right, each and every day
  4. We believe in the power of new ideas
  5. We work as one team, with one vision
  6. We give back to our communities and protect our environment


What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Rogers FAQ.
Posting Notes:  Corporate





Toronto, ON, CA

Being a Rogers team member comes with some great perks & benefits including:

· Health & well-being benefits
· Donation matching
· Paid time off for volunteering
· Wealth Accumulation including: Pension plan & Employee stock options
· Generous employee discounts
· Leadership development, Mentorship, and Coaching programs

Looking for career guidance and inspiration?

Catch up on the latest episodes of For the Love of Work podcast with Dr. Sonia Kang.

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