Senior Manager, CRM & Audience Operations
Hybrid, based out of Toronto
Full-time, Permanent

Reporting to the Chief Financial Officer, RGC is seeking a Senior Manager, CRM & Audience Operations to establish and lead the development and management of CRM as a central enterprise-wide capability ensuring stakeholder data is integrated, governed, consistently adopted across teams, and actively used to drive engagement, decision-making, and organizational impact. This role transforms stakeholder data from across the organization into actionable insights that support targeted engagement, stronger relationships, and informed decision-making.

Working at the intersection of data governance, audience strategy, cross-functional operations and internal enablement, the role connects data across programs, services, and campaigns to enable targeted outreach, coordinated engagement, stronger stakeholder relationships and clear visibility into standardizes data practices, and ensures CRM is actively used to advance RGC's strategic priorities.

KEY RESPONSIBILITIES

• Establish and maintain CRM data standards, governance, and quality controls
• Ensure compliance with privacy, data stewardship, and organizational policies
• Monitor and improve overall system accuracy and reliability
• Lead CRM data cleanup, deduplication, and ongoing data quality improvement
• Serve as the central coordination point for CRM data inputs across teams
• Standardize segmentation, tagging, and relationship management practices
• Build and maintain a unified, organization-wide stakeholder view
• Coordinate migration and consolidation of legacy stakeholder lists, spreadsheets, and tracking tools into CRM
• Develop and manage segmentation frameworks (e.g., sector, geography, engagement level)
• Enable targeted, insight-driven audience selection across programs and campaigns
• Develop stakeholder lifecycle models to support acquisition, engagement, retention, reactivation, and opportunity tracking
• Partner with Marketing & Communications to build and refine audience lists
• Support program teams with engagement tracking and follow-up activities
• Ensure alignment and consistency between campaign data and CRM
• Track campaign and engagement outcomes to support follow-up, reporting, and continuous improvement
• Develop reports, dashboards, and engagement metrics that provide leadership and teams with visibility into stakeholder relationships, campaign performance, and growth opportunities
• Translate CRM data into actionable insights that support planning, prioritization, and strategic decision-making
• Train staff on CRM tools, processes, and expectations
• Create and maintain CRM documentation, process guides, field definitions, naming conventions, and standard operating procedures
• Promote consistent data practices and reduce fragmented tracking
• Monitor CRM adoption, identify barriers, and support teams in embedding CRM into daily workflows
• Act as a trusted advisor to departmental CRM stakeholders
• Identify process gaps, inefficiencies, and system limitations
• Recommend and implement enhancements to workflows and governance
• Support the ongoing evolution of CRM capabilities

QUALIFICATIONS

• 5-7 years of CRM or audience database management experience
• Post-secondary education in Business, Marketing, Information Systems, or related field
• Strong expertise in data governance, segmentation, and data quality
• Experience supporting campaigns or stakeholder engagement initiatives
• Proven ability to collaborate and influence across teams
• Experience in non-profit, research, policy, or mission-driven environments
• Hands-on experience with CRM platforms and related data management tools; experience with Salesforce, HubSpot, Sage CRM, or similar platforms is an asset
• Familiarity with email marketing platforms, webinar/event tools, and Marketing & Communications workflows
• Comfort working with Microsoft 365, Excel, reporting dashboards, audience list management processes, and campaign performance reporting

What Success Looks Like

• CRM is trusted, accurate, and consistently used across the organization
• Teams can easily generate targeted, high-value audience lists
• Engagement activities are coordinated, measurable, and aligned
• Leadership has clear visibility into stakeholders and growth opportunities
• CRM contributes directly to organizational impact and strategic decision-making
• Staff understand and follow consistent CRM processes, standards, and expectations
• Legacy lists and fragmented tracking tools are reduced or integrated into CRM

Why This Role Matters
RGC generates valuable stakeholder data across programs, services, and campaigns. This role ensures that data is:

• Integrated into a single, reliable system
• Structured for meaningful insight and segmentation
• Adopted across teams through consistent practices, shared expectations, and practical internal enablement
• Activated to support engagement, growth, and impact
• Visible to leadership to support planning, prioritization, opportunity identification, and strategic decision-making

RGC celebrates and values cultural diversity and is committed to attracting and retaining a diverse staff. We will honor your experiences, perspectives, and unique identity. Together, our organization strives to create and maintain working environments that are inclusive, equitable and welcoming.

Hiring range is $75,000-$95,000annually commensurate with skills and experience.

If you are interested in learning more about this role, please apply directly and our team will reach out should you be selected for an interview.

Applications must be received by August 31, 2026.
Department: Finance and Admin This is a full time position Reason for Vacancy: New role