Why Meridian?

At Meridian our aspiration is to integrate our purpose into everything we do for people, the planet, and communities. We believe that our greatest opportunity is to create opportunity and meet people where they are.

Factor us into your next career opportunity. We want you to grow with us and have an experience that’s different. This is a place where you can expect the unexpected. 

Find our story here: About Meridian

The role:

The Marketing Operations Manager will play a crucial role in transforming marketing processes, tools and technologies to enhance the quality of work output and streamline team operations. This role enables the Marketing Technology stack and ensures high standards of quality, accuracy, and efficiency in marketing campaigns and processes.

The incumbent will bring a unique combination of experiences including business analysis, 1:1 channel marketing, data analytics, creative design, Agile process design, quality assurance practices, and harnessing cutting-edge technologies to drive innovative and strategic transformation within the marketing team. They enable marketing teams to work smarter and more efficiently and improve the quality of Member-facing communications.

The incumbent will support the Senior Manager, Marketing Operations in all aspects of operational planning and development. This includes assisting in developing product roadmaps of the MarTech stack and helping to develop detailed requirements and use cases.

This is a position for a senior-level individual contributor who has done the roles in the past that they will be supporting in this role. It does not have direct reports but leans on their experience to make recommendations on how the team will operate.

The Operations Manager is a key player in spearheading our quality assurance and operational efficiency initiatives. In this role, you will be responsible for developing and implementing robust quality assurance processes, conducting thorough audits, and analyzing marketing activities to pinpoint areas for optimization. As a vital member of the Marketing Operations team, you will play a key role in reducing bottlenecks, optimizing workflows, and ensuring compliance with industry standards.

This role will also support the Senior Manager, Marketing Operations in the design and implementation of Agile marketing processes and automation tools to improve efficiencies in operations across the Marketing team.

Key Responsibilities:

QUALITY ASSURANCE:

Source, implement and utilize automation tools to streamline quality assurance processes and enhance efficiency across the Marketing team. Primary lead on the management of quality assurance audits with Marketing stakeholders Develop and implement frameworks and guidelines to guarantee all marketing materials and processes meet the highest standards (error-free). Conduct routine audits across marketing activities to identify gaps and deviations from quality standards. Oversee adherence to industry regulations (CASL, PII, GDPR etc.). Collaborate with Marketing Analytics and the 1:1 execution team to verify data quality, personalization, and quality execution across all transactional and Marketing communications and journeys. Perform routine audits on data and processes ensure adherence to quality expectations and standards. Work with stakeholders such as Audit, Risk, Legal, and Compliance to update compliance processes (Resolver) and risk assessments. Develop and maintain quality assurance checklists and documentation. Provide training and support to team members on quality assurance procedures and best practices. Monitor and evaluate the effectiveness of quality assurance measures and make recommendations for improvements.

MARKETING OPERATIONS & TECHNOLOGY: 

Lead on designing recommendations for quality improvements to Marketing processes and technologies Support the selection, adoption and onboarding of new marketing technologies that drive profitable growth and scalability. Leverage Microsoft Dynamics 365 CRM and other technologies to build and deploy quality assurance automation processes that support 1:1 execution, ensuring high-quality and personalized marketing communications. Support the design, planning, testing, and execution of Marketing Technology and data enablement projects, contributing to the seamless integration and functionality of new marketing tools and systems. Collaborate with the Sr. Data Integration Specialist to optimize the structure of marketing databases, making them more accessible and easier to analyze, thereby enhancing data-driven decision-making. Create, update, and maintain department-wide dashboards, enabling marketing leadership with actionable insights and visualization of trends. Manage weekly and daily unsubscribe processes to comply with Meridian’s CASL policy, ensuring that all marketing communications adhere to regulatory requirements. Develop and maintain documentation for marketing operations processes and best practices to ensure consistency and efficiency across the team. Provide training and support to team members on the use of marketing technology tools and systems, fostering a culture of continuous learning and improvement. Monitor and evaluate the effectiveness of marketing operations processes, making recommendations for improvements and implementing changes as needed. Support development of process improvement checks for evolving Agile maturity in the teams. Make recommendations for improving processes in how teams work together. Evaluate external stakeholder processes, through stakeholder analysis, that impact Marketing and make recommendations on improving these.

OPTIMIZATION & REPORTING: 

Design automation processes that are designed for improving Marketing process efficiencies Review existing workflows to identify inefficiencies for improvement. Utilize automation tools to simplify repetitive tasks and enhance overall productivity across all Marketing functions. Collaborate with the cross-functional Marketing team members to continually improve key performance indicators (KPIs). Track key deliverables and success metrics for ongoing optimization. Document and train stakeholders on quality assurance measures and best practices.

Knowledge, Skills, and Abilities:

Marketing Technology: Extensive experience successfully delivering marketing technology solutions across various platforms and vendors including Content Management Systems(CMS), Digital Asset Management(DAM), Customer Data Platforms(CDP), Marketing Resource Management (MRM), Marketing Automation Platforms (MAPs), Personalization Engines and Analytics solutions. Quality Assurance Expertise: Proficiency in quality assurance controls and procedures, with the ability to develop and implement effective quality assurance measures for marketing materials and processes. Automation Tools: Experience with QA automation tools and platforms, such as Microsoft Dynamics 365 CRM, to build and deploy quality assurance automation processes that support marketing operations. Or experience or understanding on how Marketing Automation tools work. Data Analysis and Visualization: Proficiency in data analysis and visualization tools (e.g., Excel, Tableau, Power BI). Strong skills in data analysis and visualization tools, such as Excel, Power BI, or Tableau, to analyze marketing data and provide actionable insights. Regulatory Knowledge: In-depth understanding of industry regulations, including CASL, PII, and GDPR, to ensure compliance in all marketing activities. Communication and Presentation: Excellent communication and presentation skills, with the ability to effectively convey findings and recommendations to stakeholders, including senior leadership. Problem-Solving Abilities: Strong problem-solving skills, with the ability to identify inefficiencies in workflows, develop solutions, and implement improvements.

 

Education, Designations, Training, and Experience:

8+ years digital marketing or marketing operations experience, with a strong focus in Marketing Automation tools, CRM and Quality Assurance technology adoption, process automation, compliance and optimization. 5+ years of experience within a Marketing Operations, Quality Assurance (QA) role or CRM role, preferably in the Financial Services sector. 5+ years’ experience leading cross-functional teams through scoping and implementation of complex technology solutions. 3+ years in a business analysis role, assisting organizations in cross-functional solutioning. Training in Agile Methodology process is required, with 3+ years of on-the-job experience. Bachelor’s degree in business administration, technology or a related field. MBA is a strong asset. Advanced user of Microsoft Excel, Power BI, PowerPoint, and other key Microsoft Office tools. Experience and knowledge of CRM platforms such as Salesforce Marketing Cloud or Microsoft Dynamics 365. Expert knowledge of workflow tools, data systems and marketing technologies. Expert knowledge of quality assurance and control tools for marketing communications. Experience handling consumer data in a regulated environment. Experience implementing dynamic workflow tools for marketing teams. Proven ability to implement marketing technology across complex organizations.

 

Join us! Our team works in a hybrid environment at 3330 Bloor Street West, Toronto OR 75 Corporate Park Drive, St. Catharines.

Meridian has a remote work policy that allows flexibility for employees to work remotely but also requires regular time in the office for purposeful meetings to collaborate, innovate and build effective relationships with your team, your colleagues and your leader which is very important to us.
 

What's in it for you?

We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success. We provide you with the tools and technology needed to delight your candidates and clients. You'll get to work with and learn from diverse industry leaders, who have hailed from top organizations around the world Hybrid work arrangements with in-person office time to collaborate, innovate and form relationships with your colleagues This isn't your typical "corporate" job. We work hard and we have fun.

Our story:

Meridian is Ontario’s largest credit union, and second largest in Canada, helping to grow the lives of our more than 360,000 Members. Meridian has more than 75 years of banking history and is 100% owned by its members. With 89 retail branches and 15 Business Banking Centers across Ontario and $ 30B in assets under management, Meridian offers a full range of financial products and services to its retail, business banking and wealth members. With over 2000 employees and corporate offices located in Toronto and St. Catharines, Meridian has a track record of creating and delivering innovative new offerings and is committed to investing in the communities that we serve. Our plan is to build on our momentum as we deliver on our purpose - helping our members achieve their best life.

 

Our Commitment to You:

Meridian is committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported. We are dedicated to employing a workforce that reflects the diversity of our communities and Members in which we live and serve.

Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Please note that due to the volume of applications, only those under consideration will be contacted for an interview.

Thank you for your interest in Meridian Credit Union.

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