Manager, CRM Program

Doing business to business, person to person. Payworks is a leading workforce management solutions provider and multi-year winner of the Canada’s Best Managed Companies program. We are proudly Canadian and committed to developing world-class products and providing a progressive workplace culture where Doing Right by People is our purpose.

With clients of all sizes and nearly 700 employees, we currently have an exciting opportunity on our IT Strategy & Innovation team for the right candidate. Because when it comes to great people, there’s always room for one more.

DOING RIGHT BY PEOPLE – IT’S WHAT WE DO

Reporting to the Director, IT Strategy & Innovation, the Manager, CRM Program is the dedicated leader responsible for the governance, delivery, and continuous evolution of Payworks’ Salesforce CRM program. You will lead a team of CRM Business Analysts and serve as the primary coordination point between technology, business stakeholders, and delivery teams. Your ability to hold the big picture while staying close to the details, communicate clearly across technical and non-technical audiences, and create an environment where your team does their best work will be critical to the success of this program.

WHY YOU SHOULD CHOOSE PAYWORKS

+ Comprehensive employer paid benefits, including a Health Spending Account, for you and your family and excellent pension plan with employer contributions.

+ Plenty of professional development opportunities.

+ Community-minded culture – Receive two paid days per year to volunteer and lots of opportunity to “Pay it Forward”.

+ Time and flexibility to meet your needs – Hybrid work model with flexible work options, plus 3 weeks vacation to start, flex time and parental leave benefits.

+ Cool perks – Annual Lifestyle Spending Account, fun office environment and events, regularly scheduled fitness classes, and more!

LEAD WITH PURPOSE – IT’S WHAT YOU’LL DO

+ Own program governance and delivery – You will maintain a clear view of the CRM project portfolio, dependencies, priorities, and progress across all active and upcoming initiatives. You will lead the planning, scoping, and coordination of CRM projects from initiation through delivery - exercising independent judgment within approved program scope and budget, including reprioritizing the backlog and adjusting delivery timelines as needed.

+ Lead, coach, and develop your team – You will provide direction, remove roadblocks, and create the conditions for your team of CRM Business Analysts to do their best work. This means setting clear expectations, coaching for performance, and building an environment grounded in trust, accountability, and growth.

+ Drive stakeholder alignment and communication – You will serve as the primary point of contact for CRM program communications, keeping stakeholders informed and aligned across IT and business teams. You will translate complex program status, risks, and decisions into plain language for both technical and non-technical audiences. You will work with an executive steering committee and business product owners to set program priorities, and hold to agreed priorities as new demands arise.

+ Build and maintain program infrastructure – You will establish and maintain program management practices, reporting cadences, intake processes, and documentation standards that provide visibility and accountability across the program. You will identify, track, and manage program-level risks, issues, and decisions, ensuring nothing falls through the cracks.

WHAT YOU’LL NEED TO SUCCEED

+ Bachelor’s degree in Business, Information Technology, or a related field (or equivalent experience).

+ 7+ years of progressive experience in program or project management, with demonstrated experience leading complex, multi-stream technology projects or programs.

+ Proven people leadership experience, including setting clear expectations, coaching for performance, and creating an environment where people do their best work.

+ Proven ability to manage a portfolio of concurrent projects, balancing delivery timelines, priorities, and constraints.

+ Strong stakeholder management skills with demonstrated experience in building relationships, navigating competing priorities, and facilitating alignment across diverse groups.

+ Clear communicator who translates complex program status, risks, and decisions into plain language for both technical and non-technical audiences.

+ Exposure to CRM platforms (Salesforce an asset), or the ability to quickly build the working knowledge needed to engage meaningfully with technical and business stakeholders.

+ Familiarity with Agile, Scrum, or hybrid delivery methodologies is an asset.

+ Organized and structured and brings clarity and discipline to complex, multi-workstream environments without creating unnecessary bureaucracy.

+ Adaptable and able to navigate ambiguity, shifting priorities, and evolving program needs with composure and sound judgment.

+ Program and portfolio thinking - able to hold the big picture and the details simultaneously, connecting project-level work to program outcomes and organizational goals.

+ Experience leading or mentoring teams, including providing direction to Business Analysts or similar roles.

+ Collaborative mindset with the ability to work effectively across IT and business teams to align priorities and drive outcomes.

+ Experience managing vendors or implementation partners, including statements of work and change requests, is an asset.

We are proud to support a Flexible Work Plan that recognizes the diverse needs and lifestyles of our people. The Manager, CRM Program has the option to work fully from a Payworks office or on a hybrid work model, working in the office at least three (3) days a week.

Payworks is committed to providing an inclusive, accessible environment, and collaborating with employees, clients and guests to identify and effectively remove barriers, in a manner that respects the principles of independence, dignity, integration, reasonable accommodation and equal opportunity. Payworks welcomes and encourages applications from all persons. Individuals applying for employment with Payworks may request accommodations at all stages of recruitment and employment from Human Resources.

Employees at Payworks’ come from different backgrounds, and we celebrate those differences. We are looking for the best candidate for this opportunity, but do not expect applicants to meet every qualification in order to be considered.

We may use AI-assisted tools for organization, sorting, and workflow management - however, we pride ourselves on a high-touch, human-centered process.

This posting is for an existing vacancy within our team.