CRM Product Owner

Reporting to: Customer Experience Manager

Focus: Customer Experience, Strategic Ownership, Customer Management, and Technical Quality Assurance

Role Overview As the CRM Product Owner, you will be the lead person responsible for the health and growth of our CRM/Salesforce platform. Sitting at the center of the Customer Management (CM) department, you will bridge the gap between business strategy and technology. You will translate overarching CX initiatives, journey maps, and customer touchpoint strategies into working technical solutions, ensuring our platform directly drives a seamless, world-class customer experience. Detailed Scope of Work 1. Lead for Integrated Contact Channels & Touchpoints ● Single Point of Contact: You are the go-to person in CM for all channels integrated with Salesforce CRM (such as Phone/CTI, Email-to-Case, Web-to-Lead, Chat, or Social Media). ● Channel Health & Friction Reduction: You will monitor these integrations to ensure customer messages flow into Salesforce correctly, routing to the right staff without delays to optimize key CX metrics (e.g., First Contact Resolution, Response Time). ● Omnichannel CX Optimization: You will look for ways to improve how we talk to customers through these digital channels, ensuring a consistent and friction-free brand experience across all touchpoints. ● Vendor Management: Act as the Single Point of Contact for our key external partners (Salesforce, Talkdesk, Deloitte) to ensure their tools effectively support our customer experience goals. 2. Master Reporting & Voice of the Customer (VoC) Insights ● Dashboard Architecture: Build and maintain a Command Center dashboard in Salesforce. This will be the primary tool used by the entire CM department to track operational and CX performance. ● Weekly Performance Brief: Share a summary report with the full CM team highlighting key trends. ● Early Warning System: Use your analytical eye to highlight Red Flags or items needing urgent attention (e.g., spikes in customer wait times, missed follow-ups, drop-offs in the customer journey, or data errors) that threaten the customer experience. 3. Handling Enhancements & Customer Journey Improvements ● The Filter & CX Advocate: Act as the main point of contact for CM staff who want to change or improve Salesforce, ensuring all requested updates align with improving the end-to-end customer journey. ● Technical Discovery: Take a CX wish list or journey mapping insight and break it down into a clear, technical plan. Decide what can be done with standard Salesforce tools and what needs special coding. ● The Backlog: Keep a master list of all requested changes, ranking them by how much they improve the customer/agent experience versus how much effort they take to build. ● Knowledge Management: Oversee the technical setup, data structuring,content management and optimization of Salesforce Knowledge Base features (e.g., Einstein Article Recommendations, search layouts, and categorization channels) to ensure frontline agents can access precise info instantly. 4. Preparation for Sign-Off ● The Blueprint: Before any work starts, create a clear document showing exactly how the feature will work and how it impacts the customer or agent journey. ● Getting Agreement: Present these plans to the CM department leads, managers, and head to get their official Green Light (Sign-off) to keep everyone aligned on the CX vision. 5. User Acceptance Testing (UAT) ● The Quality Check: Before anything goes live, act as the lead inspector. Write test steps to ensure new features don't break existing customer-facing functionalities. ● Testing Coordination: Lead the CM team through the testing process, making sure they actually use the tool in a test environment and confirm it supports a smooth customer delivery workflow. 6. Deployment & IT Collaboration ● The Bridge to IT: Work side-by-side with the IT team. Speak their language to help them package new CX features and move them smoothly into the live system. ● The Launch: Oversee the Go-Live moment to ensure data moves correctly and users have the right permissions to leverage the new customer management tools. ● Weekly CM Release Notes: Write a simple summary of What's New for the CM team so they know exactly what changed to better support customers. 7. Platform Champion (The Cloud Experience Expert) You will be the internal expert and primary owner for our full Salesforce suite, maximizing our investment to drive seamless customer journeys: ● Agent Cloud: Ensuring our service team has the best tools and 360-degree customer views to help customers effortlessly. ● Marketing Cloud: Managing the technical side of how we reach out to our audience, ensuring hyper-personalized, timely customer communications. ● Data Cloud: Ensuring our customer data is clean, connected, and useful for building actionable customer insights. 8. CX Initiative & Communication Gatekeeper (Internal & External) ● Campaign & Initiative Point of Contact: Act as the central tech anchor for all departments (Marketing, Products, CX) who need to deploy customer-facing initiatives. ● Delivery & VoC Management: Handle the technical setup, targeting, and deployment for Customer Surveys (CSAT, NPS, CES) and Marketing Campaigns to ensure they reach the right customers at the right touchpoint along their journey. ###

Role Requirements & Qualifications Experience & Education ● Years of Experience: Minimum of 3–5 years of experience in product ownership, business analysis, or system administration within a Customer Management or Customer Experience (CX) environment. ● CX & Journey Mapping Literacy: Practical understanding of CX methodologies, including customer journey mapping, touchpoint optimization, and Voice of the Customer (VoC) frameworks. ● CRM Mastery: Proven, hands-on experience managing and configuring CRM tools is mandatory. ● The Salesforce Advantage: Prior experience specifically working with Salesforce (Service Cloud, Marketing Cloud, or Data Cloud) to drive customer-centric workflows is highly advantageous and preferred. ● Education: Bachelor's degree in Information Technology, Business Administration, Computer Science, or a related field (or equivalent practical experience). Core Competencies & Soft Skills ● Autonomy & Drive: A highly independent self-starter who thrives in a fast-paced environment and can take full ownership of a platform with minimal supervision. ● The Translator Ability: Exceptional communication skills with a proven ability to bridge the gap between technical developers (IT), business users, and CX designers. ● Customer-Centric & Analytical Mindset: Strong data literacy with the ability to spot trends, anomalies, and operational red flags from complex reports, always looking through the lens of customer impact. ● Stakeholder & Vendor Management: Comfortable managing expectations, negotiating timelines, and holding external vendors (like consultants and software providers) accountable to our CX standards. ● Problem-Solving Agility: Highly structured approach to managing product backlogs, prioritizing competing demands based on customer value, and running QA/UAT processes. 1. Lead for Integrated Contact Channels ● Single Point of Contact: You are the go-to person in CM for all channels integrated with Salesforce CRM (such as Phone/CTI, Email-to-Case, Web-to-Lead, Chat, or Social Media). ● Channel Health: You will monitor these integrations to ensure customer messages are flowing into Salesforce correctly and being routed to the right staff without delays. ● Optimization: You will look for ways to improve how we talk to customers through these digital channels. ● Vendor Management: You are the Single Point of Contact for our key external partners, including Salesforce, Talkdesk, and Deloitte. You will manage these relationships to ensure we are utilizing their tools and services effectively. 2. Master Reporting & Data Insights ● Dashboard Architecture: You will build and maintain a Command Center dashboard in Salesforce. This will be the primary tool used by the entire CM department to track performance. ● Weekly Performance Brief: Every week, you will share a summary report with the full CM team. ● Early Warning System: In your weekly report, you will use your analytical eye to SALEShighlight Red Flags or items needing urgent attention (e.g., spikes in wait times, missed follow-ups, or data errors) 3. Handling Enhancements for Customer Management (CM) ● The Filter: You will be the main point of contact for all CM staff who want to change or improve CRM. ● Technical Discovery: You will take a wish list item and break it down into a clear, technical plan. You'll decide what can be done with standard Salesforce tools and what needs special coding. ● The Backlog: You will keep a master list of all requested changes, ranking them by how much they help the team versus how much effort they take to build. 4. Preparation for Sign-Off ● The Blueprint: Before any work starts, you will create a clear document showing exactly how the feature will work. ● Getting Agreement: You will present these plans to the CM department leads, managers, and head to get their official Green Light (Sign-off) to keep everyone aligned. 5. User Acceptance Testing (UAT) ● The Quality Check: Before anything goes live, you are the lead inspector. You will write the test steps to make sure the new feature doesn't break anything else. ● Testing Coordination: You will lead the CM team through the testing process, making sure they actually use the tool in a test environment and confirm it works for their daily jobs. 6. Deployment & IT Collaboration ● The Bridge to IT: You will work side-by-side with the IT team. You speak their language, so you will help them package the new features and move them into the live system. ● The Launch: You will oversee the Go-Live moment to ensure the data moves correctly and the users have the right permissions to see the new tools. ● Weekly CM Release Notes: You will write a simple summary of What's New for the CM team so they know exactly what changed and how to use it. 7. Platform Champion (The Cloud Expert) You will be the internal expert and primary owner for our full CRM suite. Your goal is to maximize our investment in: ● Agent Cloud: Ensuring our service team has the best tools to help customers. ● Marketing Cloud: Managing the technical side of how we reach out to our audience. ● Data Cloud: Ensuring our customer data is clean, connected, and useful for the business 8. Communication Gatekeeper (Internal & External) ● Campaign Point of Contact: You are the central person for all departments (Marketing, Products, etc.) who need to send communications to customers. ● Delivery Management: You will handle the technical setup for Customer Surveys and Marketing Campaigns to ensure they reach the right customers at the right time through Salesforce. Role Requirements & Qualifications Experience & Education ● Years of Experience: Minimum of 3–5 years of experience in product ownership, business analysis, or system administration within a Customer Management or Customer Experience environment. ● CRM Mastery: Proven, hands-on experience managing and configuring CRM tools is mandatory. ● The Salesforce Advantage: Prior experience specifically working with Salesforce (Service Cloud, Marketing Cloud, or Data Cloud) is highly advantageous and preferred. ● Education: Bachelor's degree in Information Technology, Business Administration, Computer Science, or a related field (or equivalent practical experience). Core Competencies & Soft Skills ● Autonomy & Drive: A highly independent self-starter who thrives in a fast-paced environment and can take full ownership of a platform with minimal supervision. ● The Translator Ability: Exceptional communication skills with a proven ability to bridge the gap between technical developers (IT) and non-technical business users. ● Analytical Mindset: Strong data literacy with the ability to spot trends, anomalies, and operational red flags from complex reports. ● Stakeholder & Vendor Management: Comfortable managing expectations, negotiating timelines, and holding external vendors (like consultants and software providers) accountable. ● Problem-Solving Agility: Highly structured approach to managing product backlogs, prioritizing competing demands, and running QA/UAT processes.