Director, ECRM Adoption & Insights

Develop and implement a three to five year strategy for overall ECRM (Salesforce) Adoption, supporting multiple LOBs.,Deliver and socialize the ECRM roadmap of capabilities and execution in partnership with key stakeholders.,Lead the development, communication, implementation, and management of strategies, policies, and programs related to ECRM.,Provide technical and capability strategy guidance and professional advice on complex and conceptual issues.,Lead projects and teams in collaboration with Platform leads, Technology senior leadership, and executive teams.,Lead, develop, and implement the strategic vision and roadmap for ECRM and all Salesforce applications within Personal and Business Banking (PBB).,Review, refine, and develop programs or services related to ECRM and Salesforce-enabled applications and workflows from a business perspective.,Ensure a coherent and comprehensive approach to the design and implementation of initiatives across business areas.,Monitor the performance of corporate strategies, policies, and programs to ensure the fulfillment of strategic objectives and regulatory requirements.,Direct and take overall responsibility for the development and execution of iterative, sustainable, end-to-end client journey improvement capabilities across ECRM.,Develop work plans to deliver on the Personal and Business Banking (PBB) proposition, Frontline Platform strategy, and drive strategic segment growth.,Continually document, refine, and implement end-to-end processes and improvements related to Frontline platforms, technologies, and adjacent processes.,Utilize process engineering methodologies, such as the DMAIC model, to identify and catalogue gaps and improvements.,Manage process backlogs based on client and business benefit, and oversee cross-functional teams.,Refine and develop programs related to the Decision Manager application.,Enhance auto approval rates by analyzing workflows and implementing best practices for efficiency.,Build and maintain strong relationships with internal and external stakeholders, ensuring alignment on strategic priorities.,Act as a trusted advisor, effectively communicating insights, managing expectations, and driving consensus across cross-functional teams and senior leadership.,Collaborate with all areas of Personal and Business Banking, Digital, and Technology.,Maintain regular communication with Product Teams, Product Owners, and various groups across Frontline Technology, Strategy and Transformation, and Banking Centre.,Lead projects involving members from various CIBC Business Units and interact frequently with Technology Delivery teams.,Engage with VPs, Senior Directors, and other leadership roles, as well as marketing, product, segment, and channel groups.,Network with peers in the financial industry and external vendors to stay current in the field.

Strong business acumen and strategic thinking, with the ability to translate vision into actionable product plans.,Familiarity with agile delivery methodologies and cross-functional team leadership.,Proven track record in developing and implementing multi-year strategic plans and driving complex business initiatives, ideally within financial services or a related industry.,Experience building consensus and influencing at the executive level.,Experience leading cross-functional teams and managing senior stakeholder relationships to achieve strategic objectives.,Excellent presentation and facilitation skills in conveying both factual and conceptual information and ideas on complex technical and conceptual issues.,Experienced influencing skills in eliciting cooperation and consensus from others.,A confident and accountable leader.,Passionate about developing people and bringing out the best in diverse, high-performing teams.,Passionate about people and experiences, bringing empathy, curiosity, and a deep understanding of user and employee needs, behaviors, and pain points.,Leads with integrity, collaboration, accountability, and respect, and brings an authentic self to work every day.

Must be legally eligible to work at the specified location(s).,Where applicable, must have a valid work or study permit.