Technology | 04-10-2022

CRM Product Owner

  • Remote - London
  • £65,000 per annum

The Customer Relationship Manager Product Owner is accountable for translating the business vision, business requirements and business priorities into the CRM end to end solution and functional system process. You will be acting as the voice of the business and users, as well as leading, managing and facilitating stakeholder needs for the CRM product across all commercial, volunteering, fundraising and community operations teams. You will lead on setting overall objectives for the CRM across all departments as well as manage the continuous release of features, prioritising functionalities with business units, working with senior business stakeholders to enhance customer & supporter journeys and their experience, to increase engagement, sales and retention.

Key Responsibilities:

  • Act as Product Owner for the CRM, responsible for the vision, development, socialisation, prioritisation and agreement of the product strategy, backlog and roadmaps for the CRM
  • Lead the management of senior stakeholders to agree the product roadmap and prioritisation across business units
  • Ensure business needs and requirements are moulded into solutions and drive continuous improvement initiatives
  • Define, prioritise and develop a high quality product and features that deliver demonstrable customer and business value across all customers and functions
  • Lead the process to align user stories, epics, features to sprint cycles based on business prioritisation
  • Accountable for maintaining and grooming the backlog, including exploration and discovery of requirements with the business
  • Ensure the Product Backlog is visible, transparent, and clear to all (business & technical teams), using JIRA to foster & ensure collaboration
  • Ensure User Stories are full and complete for developers to work on them, written as a story not a solution, and alignment of acceptance criteria to user stories, epics and features
  • Responsible for supporting scope control
  • Lead the reporting of CRM performance and product changes to the programme board
  • Own business change projects around the CRM and related products, including ensuring change actions and projects are appropriately delegated and communicated to Business Owners
  • Be fully data driven with the ability to communicate complex user data to stakeholders – have an excellent understanding of relevant analytics and tracking tools, compile reports and utilise data at all stages
  • Deliver within Agile development/project framework, lead on projects in a way that aligns with organisational project methodologies
  • Ensure technical design documentation protocols are followed with hierarchy and profile documentation to support all functions and future proofing administration and support of solution
  • Ensure Release documentation completed to ensure timely delivery to appropriate environments, including adherence to environment controls and release processes
  • Ensure Architectural Excellence & Guidance through Best Practice design
  • Adherence to standard vanilla solution

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