CRM Product Owner

The CRM Product Owner manages the roadmap prioritization, and that quality of execution is delivered for the client’s multi-year CRM transformation. Reporting directly to the Head of Digital Strategy, this role takes strategic direction from leadership and translates it into an actionable product backlog. In this matrixed role, you will serve as the functional lead for a dedicated CRM delivery triad. You will collaborate closely with a CRM Program Manager and a CRM Business Analyst to deliver clean Salesforce solutions, prioritize data integration pipelines, and manage external implementation vendors., Backlog Management and Triad Leadership:

• Prioritize the Backlog: Build and maintain a transparent product backlog and master program log using Jira and Monday.com that aligns directly with leadership’s digital strategy.
• Guide the Triad: Direct the CRM delivery stream. Partner with the CRM Business Analyst to refine business requirements, and collaborate with the CRM Program Manager to map team capacity against timelines.
• Filter Intake Requests: Serve as the final sign-off authority for product scope. Evaluate and triage cross-functional requests to keep the execution team focused on high-priority milestones.
• Maintain Visibility: Provide real-time dashboards to give leadership and stakeholders full visibility into delivery timelines and project health

Salesforce Optimization & Integration Roadmap

• Manage Salesforce Delivery: Direct how the Salesforce platform is used to execute automated, multi-channel customer journeys.
• Govern Integrations: Lead the CRM data integration roadmap. Prioritize and sequence how external datasets, player inputs, and third-party systems cleanly sync into the central Salesforce hub.
• Reduce Technical Debt: Partner with engineering teams to clean up outdated workflows, optimize data pipelines, and phase out disconnected legacy data silos.

Vendor & Systems Integration

• Manage External Partners: Act as the CRM product contact with third-party Salesforce consultants, implementation partners, and offshore development teams.
• Validate Deliverables: Review vendor work alongside the CRM Program Manager to ensure deliverables stay strictly on-scope, preventing cost overruns or unnecessary system customizations.

Compliance & Quality Assurance

• Enforce Data Privacy: Ensure all automated marketing and audience segments comply with data privacy laws (GDPR, CCPA, CAN-SPAM).
• Establish CRM QA Standards: Partner with the Technology QA team to set strict data verification and testing workflows, ensuring tracking schemas and customer communications deploy error-free. Qualifications, * Bachelor’s degree in Business, IT, Marketing, or a related field. Key Performance Indicators (KPIs)
• Backlog Health: A clearly prioritized, fully visible 12-month CRM delivery roadmap.
• Milestone Execution: On-time delivery of data integration phases and scheduled legacy system migrations into Salesforce.
• Vendor Efficiency: External projects delivered on-scope with zero budget creep from unauthorized customizations.
• Matrix Synergy: Smooth collaboration with the CRM BA and PM, maintaining steady project velocity and minimizing friction.

• 5+ years managing enterprise CRM products, agile backlogs, or technical projects (Salesforce experience required).
• Migration & Consolidation: Proven experience leading large-scale CRM consolidations or legacy platform migration projects.
• Vendor Management: Success managing deliverables, timelines, and contract scope with external systems integrators and consultants.
• Matrix Collaboration: Experience working within matrixed organizations, successfully collaborating across distinct reporting lines.
• Tooling Proficiency: Strong proficiency using Jira and Monday.com to track and expose high-volume technical backlogs.
• Resourcefulness: Ability to drive scale through process automation and smart prioritization within a lean team environment.