Director, Dynamics CRM – Member Engagement

Webster First Federal Credit Union

Director leading Dynamics CRM & Member Engagement for Tru Cooperative Bank. Responsible for strategy, execution, and expansion of member engagement platform across various Canadian locations.

Posted 7/21/2026full-timeLangley • 🇨🇦 CanadaLead💰 CA$120,000 - CA$153,800 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in CRM strategy execution, particularly with Microsoft Dynamics 365, to enhance member engagement and operational effectiveness. Proven ability to lead cross-functional teams and integrate AI-enabled capabilities to drive innovation and measurable outcomes.

Highest-signal resume keywords

Microsoft Dynamics 365 ExpertiseCRM Strategy ExecutionAI-Enabled Digital TransformationOmnichannel IntegrationLeadership and Stakeholder Engagement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

CRM PlatformsDigital Contact CentreCustomer Insights ToolsDigital AnalyticsUser Research TechniquesProject ManagementSoftware DevelopmentIT DeliveryData AnalysisPerformance Measurement

Soft Skills

LeadershipRelationship BuildingInfluencing SkillsStrategic ThinkingEffective Communication

Tools & Technologies

Dynamics 365 Customer InsightsAI-Enabled CapabilitiesOmnichannel PlatformsData Management SystemsPerformance Measurement Frameworks

Industry Keywords

Financial ServicesFintechMember EngagementContinuous ImprovementRisk Management

About the role

Key responsibilities & impact

Provides leadership across CRM, contact centre, and member insights-related teams and resources, including coaching, development, and performance management. Establishes clear direction, priorities, and expectations aligned to enterprise objectives, fostering a high-performing, collaborative environment focused on member outcomes, innovation, and continuous improvement. Ensures work is executed in accordance with organizational policies, standards, and priorities.
Executes and operationalizes the enterprise CRM strategy, translating strategic direction, into roadmap delivery and business outcomes. Leads the implementation and evolution of CRM as a technology capability that supports member acquisition, engagement, retention, and service delivery. Develops and executes lifecycle-driven engagement programs and ensures CRM delivers coordinated, data-informed experiences across channels, journeys, and touchpoints. Identifies opportunities to enhance CRM capabilities and drives delivery of new features and functionality that improve how members interact with Tru Cooperative Bank. Integrates AI-enabled capabilities and strategies into the CRM platform, ensuring AI is leveraged to enhance personalization, engagement, operational effectiveness, and member experience outcomes.
Executes the strategy, implementation, and enhancement of Dynamics 365 Contact Center as the enterprise assisted-service channel. Leads the build-out of unified voice and digital engagement across channels with AI-enabled routing, and advances self-service and agent-assist capabilities to improve resolution, productivity, and member satisfaction. Monitors assisted-service performance, including service levels and member experience.
Executes member-data and insight capability on Dynamics 365 Customer Insights, establishing a unified single view of the member that powers segmentation, predictive insight, and personalized engagement. Ensures this profile is the trusted data foundation for CRM, the contact centre, and Marketing, and partners with Marketing to connect it to real-time journey orchestration.
Works cross-functionally across IT and stakeholders to develop and maintain a comprehensive CRM and member engagement platform roadmap that translates strategic direction into prioritized initiatives and outcomes. Ensures alignment of roadmaps and backlogs across multiple squads and teams, extending beyond individual product management to enterprise-level coordination. Accountable for the ongoing evolution, scalability, and effective utilization of the Microsoft Dynamics 365 platform, including CRM, Contact Center, and Customer Insights capabilities.
Ensures CRM priorities, backlogs, and delivery outcomes are aligned with business needs and informed by frontline insights. Provides direction across teams to ensure consistent prioritization and delivery toward enterprise value. Acts as an escalation point to resolve misalignment between business requirements and platform capabilities.
Provides leadership in the integration of CRM and member engagement capabilities across business units, systems, and channels to enable a unified and consistent member experience. Establishes and maintains governance frameworks to ensure CRM processes, member data, and workflows are aligned, standardized, and consistently applied across the organization. Ensures the integrity, quality, and effective use of CRM data to support a reliable enterprise member view and informed decision-making.
Provides leadership in the identification, prioritization, and development of new and enhanced capabilities across CRM, contact centre, and member insight platforms, ensuring these interconnected capabilities evolve cohesively to support both member experience and operational effectiveness. Evaluates emerging technologies and opportunities, including AI-enabled capabilities, to continuously evolve these platforms and their collective impact.
Builds and maintains strong relationships with leaders, frontline teams, and Centres of Expertise to ensure CRM and member engagement initiatives reflect business needs and deliver value. Maintains strong feedback loops with end users and promotes adoption and effective use of platform capabilities across the organization. Provides clear communication on strategy, roadmap, and changes to ensure alignment and engagement.
Ensures CRM and member engagement initiatives deliver measurable outcomes, including improvements to member engagement, retention, and long-term value. Establishes and governs the performance and measurement framework, including key performance indicators, usage metrics, and reporting, to support informed decision-making and continuous optimization.

Requirements

What you’ll need

Bachelor’s Degree IT, Computer Science, or related discipline required
8+ years of progressive experience in digital product, CRM, and platform leadership roles required, with experience in financial services or fintech and with Microsoft Dynamics preferred.
Experience working in an omnichannel environment, including integration across digital, branch, and contact centre channels, required.
Experience with CRM platforms, digital contact centre, customer insights tools, digital analytics, and user research techniques.
Demonstrated ability to think strategically and translate vision into actionable plans, with a focus on innovation and continuous improvement.
Strong leadership, relationship building, and influencing skills, with the ability to align diverse stakeholders around execution to a common strategy and vision.
Deep understanding of industry trends, member needs, and CRM capabilities, with the ability to identify opportunities and manage risks.
Ability to communicate effectively with senior leaders and translate complex concepts into clear, actionable insights.
Demonstrated ability to lead AI-enabled digital transformation initiatives, integrating emerging technologies into business processes and customer/member experiences to drive adoption, efficiency, and measurable outcomes.
Strong communication and presentation skills, with the ability to engage and influence at all levels of the organization.
Strong understanding of project management, software development and IT delivery and experience leading product or platform delivery in complex environments.
Displays an understanding of risk and risk ownership by being able to demonstrate adherence to policies and procedures.

Benefits

Comp & perks

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Provides leadership across CRM, contact centre, and member insights-related teams and resources, including coaching, development, and performance management. Establishes clear direction, priorities, and expectations aligned to enterprise objectives, fostering a high-performing, collaborative environment focused on member outcomes, innovation, and continuous improvement. Ensures work is executed in accordance with organizational policies, standards, and priorities.
Executes and operationalizes the enterprise CRM strategy, translating strategic direction, into roadmap delivery and business outcomes. Leads the implementation and evolution of CRM as a technology capability that supports member acquisition, engagement, retention, and service delivery. Develops and executes lifecycle-driven engagement programs and ensures CRM delivers coordinated, data-informed experiences across channels, journeys, and touchpoints. Identifies opportunities to enhance CRM capabilities and drives delivery of new features and functionality that improve how members interact with Tru Cooperative Bank. Integrates AI-enabled capabilities and strategies into the CRM platform, ensuring AI is leveraged to enhance personalization, engagement, operational effectiveness, and member experience outcomes.
Executes the strategy, implementation, and enhancement of Dynamics 365 Contact Center as the enterprise assisted-service channel. Leads the build-out of unified voice and digital engagement across channels with AI-enabled routing, and advances self-service and agent-assist capabilities to improve resolution, productivity, and member satisfaction. Monitors assisted-service performance, including service levels and member experience.
Executes member-data and insight capability on Dynamics 365 Customer Insights, establishing a unified single view of the member that powers segmentation, predictive insight, and personalized engagement. Ensures this profile is the trusted data foundation for CRM, the contact centre, and Marketing, and partners with Marketing to connect it to real-time journey orchestration.
Works cross-functionally across IT and stakeholders to develop and maintain a comprehensive CRM and member engagement platform roadmap that translates strategic direction into prioritized initiatives and outcomes. Ensures alignment of roadmaps and backlogs across multiple squads and teams, extending beyond individual product management to enterprise-level coordination. Accountable for the ongoing evolution, scalability, and effective utilization of the Microsoft Dynamics 365 platform, including CRM, Contact Center, and Customer Insights capabilities.
Ensures CRM priorities, backlogs, and delivery outcomes are aligned with business needs and informed by frontline insights. Provides direction across teams to ensure consistent prioritization and delivery toward enterprise value. Acts as an escalation point to resolve misalignment between business requirements and platform capabilities.
Provides leadership in the integration of CRM and member engagement capabilities across business units, systems, and channels to enable a unified and consistent member experience. Establishes and maintains governance frameworks to ensure CRM processes, member data, and workflows are aligned, standardized, and consistently applied across the organization. Ensures the integrity, quality, and effective use of CRM data to support a reliable enterprise member view and informed decision-making.
Provides leadership in the identification, prioritization, and development of new and enhanced capabilities across CRM, contact centre, and member insight platforms, ensuring these interconnected capabilities evolve cohesively to support both member experience and operational effectiveness. Evaluates emerging technologies and opportunities, including AI-enabled capabilities, to continuously evolve these platforms and their collective impact.
Builds and maintains strong relationships with leaders, frontline teams, and Centres of Expertise to ensure CRM and member engagement initiatives reflect business needs and deliver value. Maintains strong feedback loops with end users and promotes adoption and effective use of platform capabilities across the organization. Provides clear communication on strategy, roadmap, and changes to ensure alignment and engagement.
Ensures CRM and member engagement initiatives deliver measurable outcomes, including improvements to member engagement, retention, and long-term value. Establishes and governs the performance and measurement framework, including key performance indicators, usage metrics, and reporting, to support informed decision-making and continuous optimization. 🎯 Requirements
Bachelor’s Degree IT, Computer Science, or related discipline required
8+ years of progressive experience in digital product, CRM, and platform leadership roles required, with experience in financial services or fintech and with Microsoft Dynamics preferred.
Experience working in an omnichannel environment, including integration across digital, branch, and contact centre channels, required.
Experience with CRM platforms, digital contact centre, customer insights tools, digital analytics, and user research techniques.
Demonstrated ability to think strategically and translate vision into actionable plans, with a focus on innovation and continuous improvement.
Strong leadership, relationship building, and influencing skills, with the ability to align diverse stakeholders around execution to a common strategy and vision.
Deep understanding of industry trends, member needs, and CRM capabilities, with the ability to identify opportunities and manage risks.
Ability to communicate effectively with senior leaders and translate complex concepts into clear, actionable insights.
Demonstrated ability to lead AI-enabled digital transformation initiatives, integrating emerging technologies into business processes and customer/member experiences to drive adoption, efficiency, and measurable outcomes.
Strong communication and presentation skills, with the ability to engage and influence at all levels of the organization.
Strong understanding of project management, software development and IT delivery and experience leading product or platform delivery in complex environments.
Displays an understanding of risk and risk ownership by being able to demonstrate adherence to policies and procedures. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Find jobs using your resume Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs