Project Manager, CRM Business Processes

Finance & Corporate Support Services | Strategic Communications and Service Peterborough 
1 Vacancy | FT Temporary; One (1) Year | CUPE 126
Competition #: 26-T-62 

Located on the historic, 386-kilometreTrent-Severn Waterway in the heart of the Kawartha tourism region, Peterborough is a unique community known for its exceptional quality of life and beautiful setting. The city has been named one of 52 destinations to visit in 2025 by the New York Times.

The City has been shaped by its connection to the waterway, nature, and by the people who call it home. Peterborough is a community of doers and dreamers that are resourceful, passionate, creative and brimming with local pride.

Before it was ever known as Peterborough, this land was called Nogojiwanong – Ojibwe for “the place at the foot of the rapids.” Today, the city remains continuously in motion, guided by a deep sense of community and connection. The City is located on the Treaty 20 Michi Saagiig Anishinaabeg territory and in the traditional territory of the Michi Saagiig and Chippewa Nations, known collectively as the Williams Treaty First Nations.

Job Details

Under the general supervision of, and in partnership with the Manager, Service Peterborough, this role supports the business‑facing design, implementation, and operational readiness of the City’s Customer Relationship Management (CRM) program. The position ensures CRM‑enabled services reflect approved service models, current business processes, and customer service standards, supporting consistent and accurate service delivery across in‑person, telephone, and digital channels. Working with departments to understand service workflows and operational requirements, the role applies approved service models, standards, and governance within the CRM. Acting as the lead for business process implementation and optimization, the role translates approved service design decisions into practical workflows, system requirements, and documentation, contributing to improved service clarity, cross‑department alignment, and staff confidence in using the CRM.

The role provides operational leadership and expert advice to managers, directors, and front‑line staff involved in CRM‑supported services, serving as the primary business lead for CRM implementation and enhancement. In close partnership with the IT project lead, who is responsible for technical delivery, configuration, and system controls, the role helps ensure business requirements, service expectations, and operational realities are reflected in the system build. The role supports cross‑department collaboration, departmental onboarding and adoption, and provides guidance, training, and issue resolution throughout implementation, reinforcing consistent practices, informed decision making, and accountability for service standards, data quality, and customer experience. 

Qualifications

Successful candidate must have completed a post‑secondary degree or diploma in Business Administration, Public Administration, or a related discipline, along with a minimum of three (3) years of direct experience in service delivery design, business process development, and project or process facilitation, and a total of at least five (5) years of progressively responsible experience in customer service‑focused operations. This experience must include administering, supporting, or enabling the business use of corporate software systems, with a preference for Customer Relationship Management (CRM) platforms, customer service operations tools, data management systems, and experience within a municipal or broader public sector environment. The successful candidate must also have access to timely and reliable transportation to travel to other City facilities as required.  

Asset qualifications include a Salesforce Public Sector Solutions Accredited Professional designation; experience working in a municipal or public sector setting; experience supporting centralized customer service or 311‑style service delivery models; project or program management certification (such as PMP or equivalent); and demonstrated experience supporting organizational change, service adoption, and staff transition during system or process implementations. 

Salary

Starting Hourly Rate: $54.46 

Application Information

Qualified applicants are invited to apply by email to recruiting@peterborough.ca no later than 11:59 p.m. on April 20, 2026.  

To ensure your application is considered, please follow these steps: 

• Prepare one file only (PDF or Word) that includes both your résumé and cover letter 
• Name your file with your first and last name (e.g., JaneSmith Comp#.pdf)
• Include the competition number in the file name, and email subject line 

We thank all applicants for their interest in the City of Peterborough. Only those selected for an interview will be contacted.

The City of Peterborough is an organization that strives to embrace the spirit of inclusion, diversity, equity and accessibility. We are an equal opportunity employer committed to building an inclusive and barrier-free environment in which all individuals have access to the City's goods, services and facilities. If you are contacted for an employment opportunity, please advise People & Culture if you require accommodation.