Product Manager, CRM Systems

We are seeking a dynamic and strategic Product Manager with a focus on Customer Relationship Management (CRM) systems to lead the development, enhancement, and management of our CRM platform. In this role, you will be responsible for ensuring our CRM aligns with business objectives, improves customer engagement, and supports sales and marketing initiatives. The ideal candidate will have a deep understanding of CRM systems, strong project management skills, and a track record of driving customer-focused solutions.

Key Responsibilities:

• CRM Strategy & Roadmap: Define and execute the CRM product vision and strategy, ensuring alignment with overall business goals. Develop a roadmap that prioritizes features based on business impact, customer feedback, and competitive analysis.
• Campaign Management: Develop, execute, and manage targeted marketing campaigns through the CRM, ensuring alignment with company goals and maximizing client engagement. Track and analyze campaign performance, making data-driven recommendations for future initiatives.
• System Optimization: Continuously improve the functionality and user experience of the CRM system. Work with cross-functional teams to streamline workflows, automate processes, and enhance the system's performance.
• Cross-Functional Collaboration: Collaborate closely with Sales, Marketing, Customer Support, and IT teams to understand their needs and translate them into CRM features and enhancements that drive efficiency and growth.
• Customer Insights & Feedback: Gather, analyze, and prioritize feedback from internal and external stakeholders to inform CRM improvements. Ensure that the CRM meets the needs of users while also driving customer retention and acquisition.
• Data Integration: Oversee the integration of various data sources (e.g., marketing automation, email platforms, analytics tools) into the CRM, ensuring a seamless flow of data across systems.
• CRM Adoption & Training: Develop strategies to improve adoption and usage of the CRM across the organization. Provide training materials, best practices, and support for users to ensure they are leveraging the CRM to its fullest potential.
• CRM Performance Tracking: Define key performance indicators (KPIs) for CRM success, including user engagement, data accuracy, and system efficiency. Regularly report on CRM performance and make data-driven recommendations for improvement.
• Vendor Management: Manage relationships with CRM vendors and service providers. Oversee contracts, system upgrades, and any customizations required to ensure the CRM continues to meet business needs.
• Compliance & Data Security: Ensure that the CRM adheres to industry standards for data privacy and security. Work closely with the legal and compliance teams to ensure all customer data is handled in accordance with regulations (e.g., GDPR, CCPA).
• Innovation & CRM Trends: Stay updated on the latest CRM technologies, tools, and trends. Explore new features, plugins, or integrations that can enhance the CRM's capabilities and improve overall user experience.

Knowledge, Experience, Education Required:

• Bachelor's degree in Business, Marketing, Information Technology, or a related field.
• 3-5 years of experience in product management, with a focus on CRM systems (e.g., Total Expert, Salesforce, HubSpot).
• Strong understanding of CRM functionalities and the ability to align them with business objectives.
• Proven track record of managing CRM systems, including system customization, integration, and user adoption.
• Experience working with cross-functional teams and managing stakeholder expectations.
• Excellent problem-solving, project management, and communication skills.
• Strong analytical mindset with the ability to interpret data and provide actionable insights.
• Familiarity with data privacy regulations and best practices for data security.
• Experience with Agile development methodologies is a plus.