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Product Manager - Salesforce CRM & Contact Centre

La Fosse
London, United Kingdom
5 days ago
Apply on www.adzuna.co.uk
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Role details

Contract type
Permanent contract
Employment type
Full-time (> 32 hours)
Compensation
£117,000 - £130,000
Working hours
Regular working hours
Job source
www.adzuna.co.uk

Tech stack

Automatic Call Distributor Agile Methodology Artificial Intelligence Interactive Voice Response Customer Data Management Salesforce.Com Systems Integration Genesys Operational Systems

Job description

  • We are seeking an experienced Lead Product Manager to own the product strategy, vision and roadmap across a major CRM and Customer Service Transformation programme. The role will cover the end-to-end customer service technology landscape, including Salesforce Service Cloud, Voice, IVR, call routing, Workforce Management (WFM), customer service automation and AI-enabled capabilities. You will provide strong client-side product leadership, working across business stakeholders, technology teams and system integration partners to drive product priorities, improve customer and colleague experience and deliver measurable business outcomes.

  • Own the product strategy, roadmap and backlog across CRM and Contact Centre capabilities.
  • Lead product discovery and shape customer and agent journeys across voice, digital and self-service channels.
  • Drive product direction across Salesforce Service Cloud, Genesys, Voice, IVR, call routing and Workforce Management.
  • Oversee integration across CRM, telephony, customer data and wider operational systems.
  • Drive automation and AI-enabled customer service capabilities, including potential Salesforce Agentforce adoption.
  • Lead prioritisation and product decision-making across multiple Agile squads.
  • Manage and challenge system integration partners while retaining client-side ownership of product direction and outcomes.
  • Define product KPIs, measure benefits and drive continuous improvement.
  • Lead and coach Product Owners and multidisciplinary teams.
  • Extensive experience as a Senior or Lead Product Manager within a complex enterprise environment.

Requirements

  • Proven ownership of product strategy, roadmaps, discovery and prioritisation across multiple Agile squads.
  • Strong CRM and Contact Centre domain experience.
  • Experience with enterprise contact centre platforms.
  • Understanding of Voice, IVR, call routing and Workforce Management (WFM).
  • Experience integrating CRM and contact centre technologies.
  • Exposure to AI-enabled customer service and automation, ideally Salesforce Agentforce.
  • Strong stakeholder management and experience leading system integrators and technology delivery partners.

Apply for this position

This job is hosted externally. Click below to view the full posting and apply.

Apply on www.adzuna.co.uk
Prepare application

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