Senior Manager, Salesforce CRM & Digital Engagement

RBC•Mississauga, ON

2d•CA$90,000 - CA$140,000•Onsite

About The Position

You'll architect and execute sophisticated, multi-channel communication strategies that reach our clients through the moments that matter—mobile push notifications, in-app messages, SMS, and emerging digital channels. This is a highly technical role where you'll leverage Salesforce and integrated communication tools to design personalized, event-driven customer journeys that drive engagement and build lasting relationships. As our Senior Manager, Salesforce CRM & Digital Engagement you're the technical architect who transforms customer data into timely, relevant experiences. You'll work at the intersection of Salesforce technology, marketing automation, and customer experience to orchestrate communications that anticipate needs and deliver value at exactly the right moment.

Requirements

7+ years of hands-on experience building and managing communications within Salesforce CRM
5+ years of deep technical expertise including: Salesforce configuration, automation, and workflow design
Mobile push notification strategy and execution at enterprise scale
SMS/text messaging campaigns and two-way messaging flows
In-app messaging frameworks and mobile SDK integrations
Strong SOQL and SQL skills for data segmentation, query writing, and complex data manipulation
Proven experience integrating Salesforce with third-party communication platforms
Deep understanding of Salesforce data model, custom objects, record types, and relational databases
Experience with mobile app ecosystems (iOS/Android), push notification infrastructure (APNs, FCM), and mobile SDKs
Analytics expertise with ability to measure, attribute, and optimize campaign performance using Salesforce reporting and external analytics tools

Nice To Haves

Proven ability to translate business requirements into technical Salesforce communication solutions
Experience working in regulated industries (financial services, insurance, healthcare) strongly preferred
Strong project management and stakeholder management skills—you can rally cross-functional teams and explain complex technical concepts to diverse audiences
Understanding of customer lifecycle marketing, behavioral triggers, and how digital channels work together
Excellent problem-solving skills with ability to diagnose and resolve technical issues independently

Responsibilities

Build & Optimize Communication Ecosystems: Design and implement multi-channel communication strategies within Salesforce, with expertise across mobile push notifications, in-app messaging, SMS, and other digital touchpoints.
Configure and optimize communication workflows, triggers, and automation rules that respond to customer behavior and lifecycle events.
Integrate third-party communication platforms (push notification services, SMS gateways, mobile engagement tools) using native connectors and custom integrations.
Build sophisticated audience segments.
Drive Technical Excellence: Develop complex audience segmentation and targeting logic.
Design dynamic, personalized content using merge fields, formula fields, and conditional logic within communication templates.
Build and maintain API integrations between Salesforce and communication platforms using APIs, webhooks, and middleware.
Implement robust testing frameworks including A/B testing, multivariate testing, and quality assurance across devices.
Troubleshoot technical issues across systems, analyze performance data, and optimize for deliverability and engagement.
Manage data flows between Salesforce, data warehouses, mobile SDKs, and communication platforms.
Lead Strategic Initiatives: Partner with Product, IT, Data Engineering, and Analytics teams to build scalable communication infrastructure.
Define technical requirements for new communication capabilities and channel expansions.
Establish KPIs and measurement frameworks for mobile push, in-app messaging, SMS, and other channels.
Stay current with Salesforce releases, mobile OS changes, and industry best practices to maintain competitive advantage.
Mentor team members on Salesforce technical execution and champion data-driven decision making.

Benefits

bonuses
flexible benefits
competitive compensation
commissions
stock where applicable
Leaders who support your development through coaching and managing opportunities
Opportunities to do challenging work
Opportunities to take on progressively greater accountabilities
Access to a variety of job opportunities across business
RBCI software tools to boost your productivity