Director, Client & Marketing Operations

Date Posted
Nov 10, 2021
Closing Date
Dec 10, 2021

Osler, Hoskin & Harcourt LLP is one of Canada’s leading business law firms. Advising many of Canada’s corporate leaders, as well as U.S. and international parties with extensive interest in Canada, our more than 1,000 firm members are based in offices in Toronto, Montréal, Ottawa, Vancouver, Calgary and New York.

Over the last few years, Osler has made significant investments in client enabling marketing technology infrastructure that has included revitalising our digital presence through a modern website supported by a robust backbone (Kentico); launching a comprehensive, Firm wide CRM system (OnePlace); relationship intelligence (Introhive); enhancing the client experience by replacing our webinar platform (ON24); introducing media monitoring capabilities (Meltwater), ensuring AODA compliance (Siteimprove)etc.  With this strong and robust foundation in place, the next stage in our evolution is to harness the voluminous and varied data that is available to us so that we can drive actionable insight.

The Director, Client & Marketing Operations is a key member of the Client Development and Marketing leadership team and is accountable for managing the technology stack that enables various business development and marketing processes as well as providing oversight and driving the successful implementation of strategic department wide initiatives. 

The incumbent will provide coaching, mentoring and leadership to an integrated team that is responsible for selecting, managing and sustaining technology investments and ensuring that the Firm drives value from the investments it has made using data to drive business decisions and action.

Major Responsibilities:

  • Responsible for establishing and articulating a comprehensive client and marketing analytics roadmap
  • Lead the development of Business Intelligence (BI) and predictive analytics capabilities in collaboration with internal stakeholders (e.g. Client Development & Marketing, Finance and Information Systems) and vendor partners
  • Oversee the design and implementation of integrated client and marketing reporting, dashboards and analytics
  • Responsible for the overall information management strategy in CRM and other marketing systems
  • Establish and execute an integrated data governance framework across the technology stack based on industry leading best practices
  • Oversee campaign performance analysis; providing recommendations, data strategy and process improvement initiatives to drive productivity and increased performance
  • In collaboration with BD Leads, develop clear, consistent and repeatable segmentation processes that meet target criteria leveraging multiple segmentation criteria, ensuring that they meet Firm standards and are compliant with regulations
  • In partnership with IS and vendor partners, manage, monitor and maintain integrations across the technology stack including between digital assets, marketing automation platform, CRM, relationship intelligence system, event management solutions etc.
  • Lead technology evaluation and selection across CD & M including needs assessment, solution identification, contract negotiation etc.
  • Responsible for all technology vendor management across Client Development & Marketing including budgets, contract management and compliance
  • Provide project management oversight and leadership for all technology led initiatives within the CD & M organisation
  • Drive the adoption, training and user support strategy to strengthen client and marketing technology adoption within the firm
  • Work closely with the Chief Client Officer to define and develop effective client management programs including supporting the Client Committee, client feedback and reporting
  • Lead Operational and Capital budgeting processes for Client Development and Marketing including periodic monitoring and reporting
  • Help drive and report on department wide strategic initiatives including but not limited to process excellence and optimization, instituting project management processes and principles across the department etc.
  • Mentor, coach and develop direct report(s) including managing the performance management and annual assessments, recommend salary changes, promotions, etc.
  • Performs other duties as assigned


Position Requirements

Education and Experience

This position requires a bachelor’s degree in business or other relevant field, and a minimum of 12 years of relevant experience working with an information-based environment, with a focus on strategy, planning and implementing programs designed to build/manage client relationships.  Expert understanding of client and marketing technology including CRM, Marketing Automation, Business Intelligence, Content management systems is required. An equivalent combination of education, training and experience may be acceptable.

Knowledge and Skills

  • Strong appreciation of marketing analytics (including predictive modelling), visualization techniques, technology, data flows, data management approaches and their impact to business results
  • Strong business and financial acumen with the ability to synthesize large quantities of data and to express complex concepts in a concise, business format
  • Excellent project and time management skills, with the ability to manage competing priorities to effectively deliver timely, accurate and reliable results
  • Advanced negotiation skills and the ability to provide thought leadership and guide executive understanding and decision making
  • Exceptional communication skills articulated clearly both with the written and spoken word, emotional intelligence, intellectual curiosity and the ability to collaborate and work effectively in a cross-functional matrix organization
  • Ability to develop, present new ideas and conceptualize new approaches and solutions
  • Excellent interpersonal, leadership and team management skills
  • Expert understanding of client and marketing technology including CRM, Marketing Automation, Business Intelligence, Content management systems
  • Strong appreciation of marketing analytics (including predictive modelling), visualization techniques, technology, data flows, data management approaches and their impact to business results

To protect the health and safety of firm members and visitors and to comply with the recommendations of public health authorities, employment at Osler will be conditional on the candidate submitting evidence of being fully vaccinated against COVID-19.

How To Apply

Accessibility and Accommodation

We thank all applicants for their interest in Osler; however, only chosen applicants will be contacted.  Osler is committed to fostering a diverse and inclusive work environment, and we welcome and encourage applications from people with disabilities and people with diverse backgrounds, identities, and cultures. Accommodations are available upon request for candidates in all phases of the selection process.

Background and Reference Checks

Please note that any offer of employment will be conditional upon background and reference checks, including a criminal record check, credit check, and employment and educational verifications.

If you have the required background with the ability to provide exceptional customer service and wish to work in one of Canada's leading law firms, please reply in confidence with a cover letter and résumé by the closing date.

Apply Now!