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CRM Specialist (Marketing)

by Western University

Position Type: Full-time
Location: London, ON
Date Posted: Jun 02, 2023
Western University

Job Description

CRM Specialist (Marketing)

Classification & Regular Hours

Hours per Week: 35
Salary Grade: 14

About Western

Since 1878, Western University has been committed to serving our communities through the pursuit of academic excellence and by providing students, faculty, and community members with life-long opportunities for intellectual, social, and cultural growth.  We seek excellent students, faculty, and staff to join us in what has become known as the "Western Experience" - an opportunity to contribute to a better world through the development of new knowledge, new abilities, new connections, and new ways to make a difference.

About Us

The Office of the Registrar is dedicated to helping our students achieve their academic goals by providing to the Western community an array of integrated student-related services in a confidential and professional environment.
The RITS team, comprised of the PeopleSoft, Salesforce, and Web & IT teams, provides complete support and maintenance for Registrar services, enhancing information and knowledge-based management, improving efficiencies and system design, leading technological innovation, and assisting in holistic unit reporting and business analysis. The team creates and manages websites and IT services for units within the Registrar's Office and other units on campus (e.g., Student Experience, Western International, Faculties) working with large Enterprise IT systems, including PeopleSoft HE, PeopleSoft HR, Western’s LMS, Laserfiche, Microsoft, and Salesforce. The team values collaboration with other departments across campus on service outcomes for faculty, staff, and students.


The CRM Specialist (Marketing) will support and elevate the OOR use of Salesforce and Salesforce Marketing Cloud to bring in the first-year Undergraduate class equating to more than 100 million dollars in revenue across residence and tuition fees. The CRM Specialist (Marketing) will provide opportunities to create efficiencies and increased return on investment (ROI) through loading and verifying data loads, developing and sharing reports using CRM data, marketing journey configuration, email design, and customised content management. The CRM Specialist also acts as liaison or coordinator between the business/functional users and the Salesforce team, and will be the functional expert in optimization and best practices for Salesforce Marketing Cloud.


-   University degree in Computer Science or related field 
-   Salesforce Administrator or Salesforce Marketer Certification preferred
-   Salesforce Certi¿cation completed or in progress preferred

-   2 years of hands-on experience with Marketing Software, including familiarity data connectors, email journey building 
-   Experience in marketing, technology, and/or consulting  
-   Development experience using HTML/CSS
-   Experience working in a role involving Salesforce and Marketing Software preferred
-   Experience with data migration and integration knowledge preferred

Knowledge, Skills & Abilities:
-   Excellent communication skills with a demonstrated ability to complete detailed analytics and reports and interact with technical and non-technical users 
-   Strong verbal and written communication skills to translate information into easily understood terms, summarize information and to write clear and concise procedural documentation 
-   Ability to handle diverse situations, multiple projects, and rapidly changing priorities 
-   Ability to provide solutions by using imaginative approaches where constructive thinking and innovation are required 
-   Ability to discern needs and expectations in order to provide accurate and appropriate guidance and support 
-   Strong record of teamwork, with an ability to work independently and collaboratively to achieve department goals 
-   Ability to apply critical thinking to evaluate information and make appropriate decisions or recommendations 
-   Customer service skills with a desire to achieve results in a professional and timely manner 
-   Detail-oriented with an ability to function and process information with high levels of accuracy 
-   Ability to identify opportunities for improvement, while being open to trying new ideas and working methods 
-   Ability to interact professionally with students, staff, faculty, and other members of the University community
-   Knowledge of PeopleSoft Higher Education  
-   Demonstrated ability to distill business needs into email client system design across marketing and sales systems 
-   Advanced understanding of marketing automation  
-   Understanding of database concepts, data management and segmentation best practices 
-   Demonstrated ability to architect, build and execute complex marketing automations and related reporting & analytics 
-   Team leadership experience managing resources responsible for marketing automation projects

Western Values Diversity

The University invites applications from all qualified individuals. Western is committed to employment equity and diversity in the workplace and welcomes applications from women, members of racialized groups/visible minorities, Indigenous persons, persons with disabilities, persons of any sexual orientation, and persons of any gender identity or gender expression.

Accommodations are available for applicants with disabilities throughout the recruitment process.  If you require accommodations for interviews or other meetings, please contact Human Resources at or phone 519-661-2194.

Please Note:

We thank all applicants for their interest; however, only those chosen for an interview will be contacted.

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