Manager, Salesforce Applications This role works closely with Sales, Marketing, Operations and IT teams to ensure alignment and effective delivery of CRM initiatives. It provides technology leadership, guidance, best practices, project management, planning, design, integration, and day-to-day operational management and support of the CRM system. The role requires a strong understanding of business needs, solid project management capabilities, and deep technical expertise in CRM platforms.
You will be responsible for an extensive enterprise Salesforce ecosystem with multiple complex integrations and supporting a large community of global users
You will manage existing environment operations and stability for these environments as well as lead enhancement, migration and strategic projects of varying size. This includes developing business requirements and technical specifications, conducting discovery efforts, managing IT financial responsibilities, managing cross-functional teams including consultants where necessary, monitoring and guiding existing systems, and leading test plans and delivery as required.
This role is based at our temporary location of 20 York Mills Rd, then the Four Seasons Hotels and Resorts, Toronto Corporate Office, reporting to the Director, CRM Technology.
This role involves interactions with primarily internal stakeholders to Sales, Marketing & Operations Team, as well as external vendors and suppliers.
What You'll Be DoingStrategy and Planning- This role guides and contributes to the CRM technology roadmap, ensuring alignment with broader strategic business plans.
- It communicates and represents Sales, Marketing & Operations business priorities to the IT team while also translating IT initiatives, requirements, and constraints back to business stakeholders.
- The position manages key vendor relationships, including conducting quarterly reviews and advocating for critical business needs.
- It also establishes and maintains a structured communication cadence with business unit stakeholders to ensure alignment, transparency, and ongoing engagement across CRM initiatives.
Systems Management- Designs and delivers effective solutions by ensuring technology implementations are tailored to the unique needs of Business and Operations teams, resulting in measurable improvements in system efficiency and user satisfaction.
- Manages overall architecture and delivery of integrated systems.
- Proactively optimizes the operating environment to provide reliable, scalable, well- architected and supportable business solutions.
- Identifies opportunities for efficiency, automation, standards and continuous improvement.
- Provides platform insights, IT market knowledge, and added value to business stakeholders.
- Demonstrates strong leadership in system management and integration
- Enhances operational efficiency by ensuring systems are sustainable, streamlined, and minimally disruptive to end-users.
- Participates in the development and implementation of new business processes that improve efficiency and enhance productivity.
- Partners with business leads to support and implement communications, process, training and best practices to support business related applications.
- Raises and assists in implementing data and process standards as required
Delivery Management- Identifies, recommends, develops, implements, and supports cost-effective technology solutions.
- Manages delivery via internal teams and our vendor partners.
- Performs project management functions to ensure successful tracking, implementation and budget adherence.
- Schedules and manages project communications, status and work plan cadence, using Teams channels as required.
- Partners with business leads to support and implement communications, process, training and best practices to support business related applications.
- Analyzes and verifies requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards.
- Manages and tracks the status of requirements throughout the project lifecycle; enforce and redefine as necessary.
- Conducts retrospective reviews post delivery completion.
- Ensures completion of documentation as part of delivery.
Project Management- Organize requirements gathering on a project-by-project basis.
- Work with stakeholders and project team to prioritize and clarify requirements.
- Engage with IT and BU to determine project discovery required.
- Engage with IT and BU to determine project budgets, phases, impacts, risks, outcome criteria, and metrics.
- Engage with IT and BU to identify required project workstreams and resources.
- Employ options evaluation and analysis with Business Unit stakeholders to select reliable, scalable, well-architected, and supportable business solutions.
- Employ clear methods for project and workstream planning outlining roles, responsibilities, dependencies, timing.
- Develop project budget planning and tracking.
Relationship Management- Forge strong and effective relationships within IT team as well as Business Stakeholders particularly Residential Development, Marketing and Sales team
- Gain trust and confidence among colleagues and internal customers that deliverables will be provided with high quality, as expected, and on time.
- Manage and maintain positive on-going relationships with various vendors and partners.
Who You Are- Excellent analytical, mathematical, and creative problem-solving skills.
- Excellent listening, interpersonal, written, and oral communication skills.
- Strong organizational skills.
- Logical and efficient, with keen attention to detail.
- Able to exercise independent judgement and take action on it.
- Highly self motivated and directed.
- Ability to effectively prioritize and execute tasks while under pressure.
- Strong customer service orientation.
- Experience working in a team-oriented, collaborative environment.
- Staff coaching, development, management, and inspiration.
What You Bring- 5+ years of progressive IT experience in systems operations, solution design, and application administration, with a strong focus on Salesforce platform management within global or multi-region B2C environments.
- Extensive hands-on Salesforce expertise across configuration, administration, data management, security model design, workflow automation, and end-user support.
- Proven experience managing complex, multi-integration Salesforce ecosystems, ideally including Sales Cloud, Service Cloud, custom integrations, and middleware or integration tools.
- Demonstrated ability to lead Salesforce enhancement, migration, and optimization projects, including developing business requirements, drafting technical specifications, and creating comprehensive test plans.
- Salesforce certifications (e.g., Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant) are considered a strong asset.
- University degree in Information Systems, Computer Science, Engineering, or Business Administration-preferably with a strong technical or IT focus-is preferred.
- Experience creating solution architecture diagrams, process flows, and data models using tools such as Visio or similar.
- Experience with Figma Design is an advantage
- Strong experience in vendor management, along with coaching and developing team members.
- Familiarity with Agile, Waterfall, and hybrid project methodologies is valued.
- Excellent problem-solving, technical troubleshooting, interpersonal, and communication skills.
- Ability to work effectively in a fast-paced environment while managing multiple projects simultaneously.
- Familiarity with project management and collaboration tools such as Monday.com, JIRA, and SharePoint is beneficial.
- Experience in real estate or hospitality a plus
- Architecture, roadmap, systems integration principles
- Salesforce CRM
- Operational and project delivery experience, leading self and teams, working with internal and 3rd party teams
- Environment and change management leadership
- Data analytics / business intelligence skills and concepts, including but not limited to - ETL, database, warehousing, data flows, report-building, visualization layer dashboards and KPIs
- ServiceNow + queue management
- SQL Reporting Services
- AD group management, provisioning and security
- Microsoft Office Suite, with strong Excel
- Jira, TestRail
- Project management tools and techniques
- Quickly learning new software applications
Salary Range: $100,000 - $120,000 CAD
This role will be a Hybrid working model which will require 3 days per week in our temporary location at 20 York Mills Rd, then in the Four Seasons Corporate Office located at 1165 Leslie Street Toronto, Ontario in mid-late 2027 #LI-Hybrid
