CRM Coordinator

Gowling WLG • Toronto, ON

7d • CA$52,000 - CA$68,000 • Hybrid

About The Position

The CRM Coordinator supports the day-to-day administration and dependable use of the Firm’s CRM system. In this role, you will focus on data accuracy, quality, and consistency, ensuring records are up-to-date, trusted, and easy to use, and develop ideas and solutions to resolve issues or increase the efficiency and adoption of the tool. As the first point of contact for users, we are looking for a business-minded and service-oriented CRM Coordinator who takes the time to understand the Firm, user roles, and their specific needs to deliver insights and support that make their day-to-day easier. The individual will help colleagues get value from the system by providing proactive support, preparing lists, developing reports and insights, and enabling scheduled data hygiene tasks to continuously improve the system, its data, and its value. You also help maintain guides and resources, assist with testing and updates, and ensure the CRM delivers against its promise as a business development tool that supports opportunities, campaigns, client relationships and engagement, and most importantly, business growth. This position can be based in any of our Canadian offices! This position requires hybrid attendance in-office.

Requirements

• Post-secondary education in a relevant field or equivalent experience.
• Minimum of 2–3 years of experience working with a CRM and marketing technology in B2B or professional services in a data focused role.
• Tech-savvy with deep experience working with data tools and within the Microsoft 365 platform.
• Able to learn new platforms quickly with an interest in new tools, continuous improvements, solving issues, and turning raw data into business insights.
• Proven experience maintaining CRM data quality: updating records, enriching information, deduplicating, and merging data.
• Ability to create reports, dashboards and views and check data accuracy before release.
• Working knowledge of Canadian privacy and consent (incl. CASL), suppression, and retention basics.
• Highly accountable, action-oriented, and eager to learn.
• Team player with the ability to collaborate widely and stay connected, while also working independently.
• Comfort writing plain-language guides and supporting role-based training.
• Ability to work in a fast-paced, matrixed organization with competing deadlines.
• Clear, respectful communication and teamwork with stakeholders and vendors.

Responsibilities

• Keep CRM data accurate, current and consistent through regular updates, routine enrichment and deduplication, reducing errors and improving consistency to ensure an accurate view of our relationships, contacts, and opportunities.
• Monitor data quality, flag issues quickly, and respond swiftly to recommend fixes to maintain trusted records, escalating when needed, and communicating clearly so requests are closed on time.
• Support ongoing clean-up projects that improve the reliability and usability of the CRM.
• Act as the first point of contact for CRM questions, resolving common issues quickly and escalating when needed, ensuring users feel heard and supported.
• Track user requests through to closure and keep colleagues informed with clear updates and communications.
• Capture recurring user issues and play an active role in helping to shape training, support materials, and ongoing system or data improvements.
• Build, QA, and deliver mailing and event lists that are accurate, on-time, and actionable, enabling smooth execution of campaigns and events.
• Prepare reports and saved views that give stakeholders quick, reliable insights at their fingertips so they can stay informed and keep their stakeholders updated, pivoting as needed in their approach.
• Assist with preparing and executing test cases for CRM updates and new features as we evolve our usage and connections to other tools.
• Log results, validate changes, and escalate issues promptly to keep the platform dependable.
• Contribute to platform reviews by surfacing recurring issues and suggesting fixes.
• Build, maintain, and update CRM resources and support materials to help colleagues and Firm members use it with confidence, such as end-user guides, quick references, tips and tricks, and templates so they’re clear, easy to understand, and user-friendly.
• Support role-based training sessions by coordinating logistics, updating materials, and answering user questions.
• Collaborate with stakeholders to streamline and standardize business processes using CRM.
• Partner with IT and internal stakeholders on incidents and small projects by keeping statuses visible and ensuring updates are tracked.
• Supporting other BD & Marketing tools as needed.

Benefits

• 100% employer-paid health, dental, and mental health coverage, plus an annual lifestyle spending allowance
• Benefits coverage for Firm members and their dependents from day one!
• 15+ vacation days and hybrid work flexibility
• Parental leave top-up for 26 weeks (after 12 months of full-time employment)
• Group Retirement Savings Plan with employer match
• Financial protection through short & long-term disability, life, accident & critical illness insurance
• Employee & Family Assistance Program, guided CBT, and an internal network of 120+ trained Mental Health First Aid responders
• Recognition awards, appreciation events, and a supportive, collaborative work culture
• Perks and preferred pricing programs, referral bonuses and more

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree