CRM Specialist

CRM Product Owner

Role: CRM Product Owner (Salesforce)

Reporting To: Customer Experience Manager

Key Responsibilities

- Own and manage the Salesforce CRM platform to support Customer Experience (CX) initiatives.

- Act as the Single Point of Contact (SPOC) for Salesforce-integrated channels (CTI, Email-to-Case, Web-to-Lead, Chat, Social Media).

- Monitor channel performance, optimize customer journeys, and improve CX metrics.

- Manage relationships with Salesforce, Talkdesk, Deloitte, and other vendors.

- Build and maintain Salesforce dashboards, reports, and provide actionable business insights.

- Gather business requirements, manage enhancement requests, prioritize product backlog, and prepare functional documentation.

- Coordinate User Acceptance Testing (UAT), deployment, release management, and collaborate with IT teams.

- Own Salesforce Service Cloud, Marketing Cloud, Data Cloud, and Knowledge Management.

- Support customer surveys (CSAT, NPS, CES), marketing campaigns, and customer communication initiatives.

Mandatory Requirements

- 3–5 years of experience in Product Ownership, Business Analysis, or CRM/System Administration within Customer Management or Customer Experience.

- Hands-on experience with CRM platforms (Salesforce experience preferred).

- Strong knowledge of Salesforce Service Cloud, Marketing Cloud, or Data Cloud.

- Experience in customer journey mapping, Voice of Customer (VoC), reporting, dashboards, and analytics.

- Experience managing product backlogs, UAT, release management, and stakeholder/vendor management.

- Bachelor's degree in IT, Computer Science, Business Administration, or a related field.

Key Skills

- Salesforce CRM

- Service Cloud, Marketing Cloud, Data Cloud

- Customer Experience (CX)

- Customer Journey Mapping

- Voice of Customer (VoC)

- Dashboard & Reporting

- UAT & Release Management

- Business Analysis

- Stakeholder & Vendor Management

- Agile / Product Ownership