The Settlement Communications team provides trauma-informed, culturally safe communications and community support programs to help Class Members understand and engage with approved Settlements, including Sixties Scoop, Federal Indian Day Schools, Indian Residential Day Scholars, First Nations Drinking Water and the First Nations Child and Family Services and Jordan's Principle.

We don't approach Notice as a box-ticking exercise; it's a sacred duty and must be driven by historical awareness, cultural humility, and the primacy of human dignity.

We understand that these processes pose challenges for those impacted, including the unavoidable trauma of having to surface painful memories.

By putting Class Members at the core of our work, our aim is to infuse the settlement and claims process with humanity and empathy, providing one-on-one support and resources at every step of the process.

Our services include project management, strategic planning, notice development and implementation, marketing, paid and earned media, creative, digital and social media, issues management and media relations, outreach, in-community and virtual claims support, and measurement and evaluation.

Role Summary:

We are seeking a proactive and data-driven knowledge mobilization specialist to oversee and optimize key touchpoints, including direct digital (email, SMS, call drops, newsletters, intranets etc.) to internal and external audiences. Supporting both communications and the Claims Helpers program, you will ensure systems can support mass electronic and in person communication strategies and program execution via multiple CRM platforms. Work will span targeted campaigns that drive engagement and efforts to enhance communication and process effectiveness. The ideal candidate will have a demonstrated understanding of CRM tools and channels, excellent analytical skills, and a strategic mindset.

Responsibilities:

Channel strategy and management

• Manage and maintain internal communications hubs(s) and resource directories

• Develop and manage email, SMS and call drop campaigns, including promotional, transactional, and lifecycle emails

• Ensure differentiated content strategies and calendars by channel

• Monitor campaign performance, analyze metrics and implement improvements based on data insights.

Data Collection, Analysis and Reporting

• Ensure appropriate capture of structured data to build community profiles to inform our in-community service delivery and communication activities

• Analyze audience data and campaign performance metrics to derive actionable insights and optimize CRM strategies.

• Prepare regular reports on CRM activities, including performance summaries, campaign results, and key performance indicators (KPIs).

• Use data-driven insights to refine and enhance engagement strategies.

Collaboration and Strategy

• Work closely with cross-functional teams, including delivery, creative and communications, to ensure alignment and consistency in program execution

• Stay informed about industry trends and emerging technologies in CRM to continuously innovate and improve practices.

• Manage relationships with external vendors and partners related to CRM tools and services.

We're looking for someone with:

• Post-secondary degree in Communications or Marketing

• 5-7 years of experience in CRM management, with a focus on email, SMS, call drops, and contact touchpoint management.

• Proven track record of successful CRM campaign management and data-driven decision-making.

• Strong understanding of CRM platforms and marketing automation tools (e.g., Salesforce, HubSpot, Mailchimp).

• Excellent analytical skills with the ability to interpret data and generate actionable insights.

• Experience in managing and optimizing multi-channel CRM strategies to enhance audience engagement.

At Castlemain, we work for and with Indigenous organizations and communities. We strive to build meaningful and productive relationships that serve the needs of our clients, and we are proud that many of our new clients choose to work with us on a repeat basis. Based on our expertise, our services are also sought after by all levels of government. With offices on the unceded territories of the Squamish, Tsleil-Waututh and Musqueam in Vancouver, our team consists of both Indigenous and non-Indigenous professionals who bring together diverse backgrounds in communications and engagement, policy development, natural resource management, and sustainable economic development. Our people are the most important asset in our pursuit of achieving excellence in the work we undertake.

At Castlemain our services are organized with one objective in mind: to achieve results for our clients. Our services are performed by an award-winning team that possesses a wide range of knowledge, experience, and skill. At Castlemain, the services we offer are organized within five practice groups: Negotiation, Governance and Policy, Economic Development, Strategic Engagement and Communications, Settlements and Social Change.

Due to the nature of the work and the people we will be helping to serve as well as the colleagues that you will be working with, we will require people who can operate in both English and French if hired Quebec.