The Digital Product Owner for CRM, reporting to the Head of CRM ecosystem, supports the development, optimization, and adoption of CRM tools (like Salesforce, CLM, marketing automation and other MarkTech solutions). Collaborating with business stakeholders, this role ensures features align with business objectives and deliver value. In this role, you will be responsible for developing, maintaining and executing the product features backlog, working with the Agile methodology and guiding the technical team (Developers, QAs, Business analysts). You will be also responsible for maintaining data quality, enabling user adoption through change management, and handling user administration tasks and system configuration. The Product Owner also assists the Head of CRM ecosystem in defining and executing strategic initiatives and projects.
Key Responsibilities
Product Roadmap Management
- Work with Business Stakeholders to capture and refine business requirements related to internal and external customer experience improvements and business evolution
- Defining the annual delivery roadmap, ensuring its alignment with the CRM strategy defined with his/her N+1 and in accordance with the PXG governance, resource allocation and planning.
- Translate business requirements into actionable epics/ user stories for implementation by the technical team.
- Ensure effective collaboration among business analysts, developers, QAs and system admins within the CRM ecosystem team
- Defining sprint planning and agile team’s work item, taking into account business priorities, resources’ availability and dependencies from other project /activities in the company.
Platform Management and Customer Experience
- Lead agile processes and participating in daily Scrum stand-ups, Sprint planning, user stories reviews, and retrospectives
- Driving the implementation, optimization and maintenance of the PX Global’s CRM tools
- Work with Business analysts, IT architects and developers to translate business processes into functional requirements and flows that can be effectively supported in the CRM tools.
- Ensure the highest level of tools landscape optimizations, by monitoring usage and functionalities of each tool usage in the E2E customer journey managed with the CRM ecosystem and by advising business stakeholders and procurement team when needed.
- Monitor the health and safety of the CRM tools, ensuring their implementation and usage is in line with the recommendations / rules of IT security
Cross-functional Collaboration
- Participate to cross-departmental projects and workgroups related to their applications, along with identifying opportunities and synergies and validating deliverables to address business needs and to boost the business results.
- Closely work with other departments like Sales, Business and Customer Operations, Marketing, Finance and Products to ensure alignment between the CRM tools roadmap and activities running in other teams/ departments.
- Provide recommendations on processes / tools improvements to the stakeholder’s leaders based on performance management and data analytics
Data Management and reporting
- Define and execute activities to ensure the correct data management processes for all data managed within the CRM tools (leads, contacts, opportunities, commercial contracts, campaigns, customer cases, Sales forecast, ..)
- Develop reports and dahsboards within the CRM tools both for end-users and system administrator usage
- Work with Sales Operations, Business Operations, Marketing Technology and IT teams to implement reports on CRM tools or via integrations on key CRM metrics (e.g. campaign ROI, lead conversion rates, DM generation, customer churn, customer satisfaction, . )
End-Users Management
- As the subject matter expert for CRM and Marketing / Sales enablement related tools, promotes and ensures efficient usage of the tools, takes responsibility for process definition, and manages adoption and change management activities
- Defining and executing communication and training plans and facilitating user communities where appropriate
- Support and monitor the user management and first-line user support as needed, with IT issues being escalated to relevant teams.
- Measure and monitor the user satisfaction level and tools adoption and lead corrective actions when necessary
Drive Innovation and AI
- Maintain a deep understanding of platform capabilities and stay updated on industry best practices
- Together with the Head of CRM ecosystem and other team members, develop and implement AI-driven solutions to reach business optimization and boost productivity
