CRM Product Owner – SalesForce /Devops (Salesforce Service Cloud) - JO/1161
The CRM Product Owner role will be a critical player to ensure appropriate design, solution build and oversight of the CRM tool towards the implementation. The role is pivotal in driving the agenda of modernisation and improved user experience.
The CRM Product Owner role will work alongside product owner and scrum teams and will report into the Chief Product Owner to succeed in the execution of activities. The CRM PO role will span across critical components enhancing the delivery of HR services to the client’s internal customer groups.
The key responsibilities of the role include:
Define clear user stories through ambiguity
Maintain the product roadmap which then forms part of the wider KALCN principles and future enhancements of Salesforce products in scope
Work closely with business stakeholders to identify/prioritize requirements, balancing the needs of customers and stakeholders, as well as scope the deliverable benefits of change across the entire business
Facilitate requirements and enhancements discussion with Salesforce technical knowledge and platform ‘art of the possible’ in mind
Be responsible for creating and maintaining the product backlog, communicating the vision to the development team
Manage the governance of user stories in JIRA, following Agile methodologies and maintain effective communication with the wider scrum team and respective product owners
Drive the vision for the CRM solution from design to deployment
Work alongside the SI partner to facilitate solution validation sessions for CRM and live chat
Gather requirements across various stakeholder groups and prioritise appropriately to embed within the product deployment roadmap
Define deployment roadmap for mid-19 roll out and beyond
Define CRM and live chat deployment roadmap from mid-2019 onwards, driving the execution and education of target audiences, working closely with wider product owners group
Work with the Programme Change and Communication team and Service Transition to ensure that key messages and timeframes in relation to the product deployment are socialised with stakeholders at the right time in wider programme context / activities
Develop & maintain the relationship with key stakeholders within HR and various
Ensure that the content governance, in collaboration with the stakeholders and advisory groups, is updated to ensure that it is current and continues to remain fit for purpose
Act as a change specialist and drive the change management activities
Collaborate with the communication teams to ensure that key stakeholders are briefed and educated accordingly
Support the resolution of issues and defects related to the product in a timely manner, working closely with DevOps teams
Bring Salesforce product knowledge and expertise, educating wider team on core functionality
Essential experience and job requirements
Knowledge, experience & expertise
Management of business requirements gathering in a technology context
Strong understanding of design thinking and product development process
Experience and good product knowledge of Salesforce Service Cloud (a must)
Experience of delivery of CRM solutions in a SaaS environment
Well-versed in working in DevOps model
Experience of Shared Service Centres / contact centre environment
Ability to create product specifications
Strong project management skills
Ability to truly understand business drivers within the organization
Excellent project planning, management and coordination skills, being able to manage several activities simultaneously, including developing, maintaining and driving a complex project plan
Strong analytical and problem-solving skills
Please note your CV will not be submitted for this or any other role without your prior approval.
SQ Computer Personnel Limited acts as both an Employment Agency and Employment Business.
Not for you? Share with a friend
Referral Scheme: If this role isn’t for you then perhaps you could recommend a friend or colleague to Haybrook IT. If we go on to place that person in a permanent or temporary capacity then you could be rewarded with £500!! You can find the scheme terms and conditions here.
Haybrook IT Resourcing is Oxford’s leading IT Recruitment agency. With exclusive access to some of the region’s most successful companies, send in your CV today to secure your next IT position.
Haybrook IT Resourcing Ltd acts as an employment agency and an employment business.
We value diversity and always appoint on merit.