CRM Product Owner

Job Title: CRM Product Owner

Industry: Banking 

Role Summary

1.The CRM Product Owner is responsible for defining, managing, and enhancing Customer Relationship Management (CRM) platforms used by the bank. The role bridges business stakeholders, customers, and technology teams to deliver CRM solutions that improve customer experience, sales effectiveness, customer retention, and operational efficiency.

Key Responsibilities

1.own and manage the CRM product roadmap aligned with business goals

 2.Gather, analyze, and prioritize business requirements from stakeholders.

3.Create and maintain product backlogs, user stories, and acceptance criteria.

4 Work closely with Agile/Scrum teams to deliver CRM enhancements and new features.

5.Collaborate with Retail Banking, Wealth Management, Corporate Banking, Marketing, and Customer Service teams.

Ensure CRM solutions support customer acquisition, onboarding, cross-selling, and retention initiatives.

Monitor product performance using KPIs and customer feedback.

6.Manage integrations between CRM systems and core banking, digital banking, marketing automation, and analytics platforms.

7.Conduct UAT (User Acceptance Testing) and support production releases.

8.Ensure compliance with banking regulations, data privacy, and security standards.

Required Skills

CRM platforms such as Salesforce, Microsoft Dynamics 365, or Pega CRM.

Agile/Scrum product management.

Requirements gathering and stakeholder management.

Banking products and processes knowledge.

Data analysis and reporting.

Customer journey mapping.

User story creation and backlog management.

Preferred Qualifications

Bachelor's degree in Business, Finance, Information Technology, or related field.

3–8+ years of experience in Product Ownership, CRM, or Business Analysis within banking.

Certifications such as Certified Scrum Product Owner (CSPO), Agile Product Owner, or Salesforce certifications.