We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients.

At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.

To learn more about CIBC, please visit CIBC.com

What You’ll Be Doing

As a Senior Director of the ECRM Center of Excellence (COE), you  will be responsible for leading the strategic direction and operational execution of the Enterprise Customer Relationship Management (ECRM) initiatives at CIBC. This role will ensure alignment with the bank's overall business strategy while driving value realization and enhancing customer engagement through effective CRM practices.

At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.

How You’ll Succeed

Strategic Leadership: Set the vision and objectives for the ECRM COE, ensuring alignment with CIBC’s business strategy and enterprise functions.

Demand Management: Capture, track, and manage business needs and priorities related to the CRM platform across various Strategic Business Units (SBUs).

Capability Development: Steward the expansion of CRM capabilities, facilitating coordination and implementation of initiatives that enhance customer relationship management.

Project Management: Oversee planning and execution of major ECRM initiatives, ensuring transparency and accountability in delivering results on time and within budget.

Vendor Management: Act as the primary contact for CRM platform vendors, managing relationships, service level agreements (SLAs), and ensuring alignment with CIBC’s needs.

Change Management: Lead organizational transformation efforts, focusing on user adoption, continuous learning, and effective communication regarding CRM enhancements.

Data Governance: Ensure the quality, consistency, and security of data across CRM platforms, supporting data management initiatives and architecture.

Stakeholder Engagement: Collaborate with SBUs and enterprise functions to communicate the ECRM strategy and gather input for continuous improvement.

Platform: Ensure consistency, compliance, and alignment across CRM standards, architecture, and platform support by centralizing governance, insights, and remediation through the COE to drive enterprise-wide benefits and scalability.

Relationship management: Build and maintain strong relationships with Executives and leaders across CIBC, Leaders and teams within Enterprise Channels and TI&I, External industry and regulatory experts. Also, collaborate with the appropriate support groups and channels to ensure risks are mitigated and sign offs received. 

Who You Are

You can demonstrate strong leadership skills. Proven track record in leading teams and managing cross-functional initiatives within a financial services environment.

You are a strategic thinker. You have ability to develop and implement strategic plans that align with organizational goals and drive business value.

You have project management and vendor management experience. Strong skills in project management methodologies, with experience in overseeing complex projects from inception to completion as well as experience in managing vendor relationships and negotiating contracts to optimize service delivery.

You have knowledge in Data Management. Strong understanding of data governance principles and practices, with the ability to ensure data integrity and security.

You have Change Management skills. Proficiency in leading change initiatives, with a focus on stakeholder engagement and user adoption strategies.

You have solid communication skills. Excellent verbal and written communication skills, with the ability to convey complex information clearly to diverse audiences.

Values matter to you. You bring your real self to work, and you live our values - trust, teamwork, and accountability.

#LI-TA

What CIBC Offers

At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.

We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program.

Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.

We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.

*Subject to plan and program terms and conditions

What you need to know

CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact Mailbox.careers-carrieres@cibc.com

You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.

We may ask you to complete an attribute-based assessment and other skills tests (such as simulation, coding, French proficiency, MS Office). Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.

Job Location

Toronto-81 Bay, 16th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Benefits Realization Management, Business Models, Business Objectives, Leadership, Long Term Planning, Operational Leadership, People Management, Planning Operations, Strategic Objectives