Employer Partner Experience Lead

CCDI

5d•CA$70,000 - CA$80,000•Remote

About The Position

Reporting to the Director, Partner Relations, this role focuses on strengthening CCDI’s Employer Partner engagement through effective CRM enablement, operational coordination, and relationship management. The position plays a central role in optimizing the use of the CRM system to support the Partner Relations team by improving data quality, enhancing reporting capabilities, and identifying opportunities for automation and system improvements that reduce manual work and streamline workflows. The role supports team effectiveness by developing training resources, onboarding new Employer Partners to CCDI’s platforms and services, and ensuring consistent knowledge sharing across the team. The position also manages relationships with assigned Employer Partners by helping them fully leverage CCDI resources, responding to research requests, maintaining accurate engagement records within the CRM, supporting partner engagement at CCDI events, and facilitating partnership renewals to sustain long-term collaboration and value.

Requirements

University degree in Business Administration, Marketing, or related field. An equivalent combination of education and directly relevant experience in client service, relationship management, or engagement will also be considered.
Minimum of 5+ years of progressive experience in business, data analytics, business development, B2B sales, or a related field
Demonstrated extensive experience with CRM platforms, including HubSpot, Salesforce and similar platforms
Ability to evaluate current workflows, identify efficiencies, and support or lead the implementation of automated or optimized processes.
Advanced skill in using JIRA or equivalent project management tools for project coordination, backlog management, and reporting.
Experience in service or membership-based sales environments
Experience in influencing others and coaching team members effectively
Skilled at designing clear training materials, delivering presentations, and supporting team members in adopting new tools or processes.
Foundational understanding of DEIA concepts to support research requests and partner engagement.
Awareness of how events, programming, and organizational resources contribute to partner experience and engagement
Skilled in collecting data, interpreting trends, and creating insights that inform decisions and improve partner engagement.
Strong skills in maintaining accurate records, supporting system enhancements, and leveraging CRM tools for workflow efficiency.
Strong interpersonal and communication

Nice To Haves

Bilingualism (English/French) is considered an asset

Responsibilities

Support the Partner Relations team in day-to-day operations by coordinating activities, resolving operational needs, and ensuring smooth workflow across ongoing projects and responsibilities.
Improve Employer Partner experience by identifying gaps, recommending enhancements, and supporting initiatives that make interactions with CCDI more seamless, valuable, and engaging.
Coordinate reporting and analyze Employer Partner engagement by gathering data, identifying trends, and preparing insights.
Act as the primary operational liaison between Partner Relations and IT/Finance to align reporting needs, system improvements, and data processes that support the Employer Partner engagement and team efficiency.
Lead coordination with IT on automation initiatives to improve processes, reduce manual work, and support system optimization within our CRM
Develop and deliver training resources and tools for the Partner Relations team, including documentation, onboarding materials, and process guides that promote consistency, efficiency, and knowledge sharing across the team.
Lead and standardize the onboarding experience for new CCDI Employer Partners by coordinating onboarding processes, introducing CCDI’s platforms, services, and offerings, and ensuring a consistent and well-supported start to their engagement.
Maintain and grow relationships with assigned CCDI Employer Partners by helping them leverage CCDI’s benefits and resources by proactively understanding their needs, offering tailored guidance, and ensuring they are fully supported in using CCDI tools and programs effectively.
Maintain accurate data records through CRM by consistently updating Partner interactions, engagement levels, and key activities to ensure accurate reporting and reliable insights for the team.
Facilitate research requests for CCDI Employer Partners by gathering relevant information, analyzing their inquiries, and delivering clear, well supported responses that help them address DEIA related or service-related needs.
Participate in CCDI events by attending and supporting sessions, engaging with Employer Partners and representing the Partner Relations team while staying informed on emerging DEIA topics.
Renew CCDI Employer Partnerships by reviewing engagement history, identifying opportunities for continued value, and guiding partners through a smooth renewal process that reinforces the benefits of ongoing collaboration.