Job Description – Product Owner (CRM)

Position Title

Product Owner – CRM

Location

Open / Hybrid / Remote

Experience Required

14+ Years of overall IT experience with 5+ years as a Product Owner or Business Product Manager in CRM implementations.

Position Summary

We are seeking an experienced Product Owner with strong CRM expertise to lead product strategy, roadmap planning, and delivery of enterprise CRM solutions. The ideal candidate will work closely with business stakeholders, sales, marketing, customer service, and technology teams to define product vision, prioritize features, and drive successful CRM transformation initiatives.

The Product Owner will own the product backlog, translate business requirements into user stories, and collaborate with Agile delivery teams to deliver scalable CRM capabilities that improve customer engagement, sales effectiveness, and operational efficiency.

Key Responsibilities

Product Strategy & Vision

• Define and communicate the CRM product vision, strategy, and roadmap aligned with business objectives.
• Partner with business leaders to identify opportunities for improving customer acquisition, engagement, retention, and service experience.
• Drive CRM transformation initiatives across sales, marketing, customer service, and customer success functions.

Product Ownership & Backlog Management

• Own and manage the CRM product backlog and prioritize features based on business value and strategic goals.
• Translate business requirements into epics, features, user stories, and acceptance criteria.
• Work closely with development teams to clarify requirements and ensure successful implementation.
• Continuously refine backlog items and prioritize releases based on stakeholder feedback.

Stakeholder Management

• Collaborate with business stakeholders, sales teams, marketing teams, customer service teams, and technology partners.
• Facilitate workshops, requirement gathering sessions, and product demonstrations.
• Communicate product progress, risks, dependencies, and release plans to leadership teams.

Agile Delivery

• Participate in sprint planning, backlog grooming, daily standups, sprint reviews, and retrospectives.
• Ensure alignment between business priorities and engineering delivery teams.
• Support UAT planning, release management, and production deployment activities.

CRM Platform Management

• Drive implementation, enhancement, and optimization of CRM platforms.
• Define customer journey workflows, automation strategies, and customer engagement processes.
• Collaborate with architects and developers on CRM integrations with ERP, marketing automation, customer support, and analytics platforms.

Analytics & Reporting

• Define KPIs and success metrics for CRM initiatives.
• Analyze customer behavior, sales funnel performance, and operational metrics to drive product improvements.
• Leverage dashboards and reporting tools for business insights and decision-making.

Required Skills

Product Management

• Product Ownership
• Product Strategy and Roadmap Planning
• Backlog Management
• User Story Creation
• Acceptance Criteria Definition
• Agile Product Delivery
• Release Planning
• Stakeholder Management

CRM Platforms (One or More)

• Salesforce CRM
• Microsoft Dynamics 365 CRM
• HubSpot CRM
• Oracle CX Cloud
• SAP CRM
• Zoho CRM

Business Domain Knowledge

• Customer Lifecycle Management
• Lead Management
• Opportunity Management
• Sales Pipeline Management
• Customer Service Management
• Marketing Automation
• Customer Journey Mapping
• Customer Engagement Strategy

Agile & Delivery Tools

• Jira
• Confluence
• Azure DevOps
• Rally

Reporting & Analytics

• Power BI
• Tableau
• CRM Reporting and Dashboards
• KPI Definition and Tracking

Preferred Qualifications

• Certified Scrum Product Owner (CSPO).
• Salesforce Administrator or Salesforce Business Analyst Certification.
• Microsoft Dynamics 365 Certification.
• SAFe Product Owner/Product Manager Certification.
• Experience with AI-enabled CRM capabilities and customer analytics.
• Experience integrating CRM with ERP, Marketing Automation, and Customer Support platforms.

Preferred Industry Experience

• Banking and Financial Services
• Insurance
• Healthcare
• Retail and E-commerce
• Telecommunications
• Manufacturing