About the position
The CRM Business Product Owner plays a key role in leading successful rollouts and ongoing enhancement of the company’s CRM platform and related systems. Acting as the primary liaison between local business stakeholders and technical teams, this role ensures that the local business goals are communicated and aligned to the company’s CRM roadmap, ensuring operational excellence. Representing more than 400 business users in North America this role comes with many exciting opportunities to drive key strategies and delivery initiatives across a complex global business organization working closely with technical staff and company stakeholders in various locations. The CRM Business Product Owner will require domestic and international travel and after hours support and maintenance, as necessary.
Responsibilities
- Engage partners across the enterprise to understand the current business needs and pain points to be addressed and develop business solutions for enhanced customer experience.
- Participate in and collaborate with global and local projects to ensure alignment with NA business goals and priorities, while maintaining daily business and support needs of current CRM solution.
- Define processes and workflows to optimize the end user experience within the CRM solution.
- Work with Analytics team to integrate CRM data into the Organizational analytic schema.
- Continuously plan, execute and assess the performance of individual CRM programs strategy within the internal teams.
- Identify gaps between needs and technical capabilities; work to find innovative solutions that meet business objectives or create new business opportunities.
- Use education initiatives to drive internal user adoption of and engagement with the CRM system.
- Leverage and support Salesforce analytics tools to generate insights on customer behavior, sales trends, and campaign performance. Provide actionable reports to support data-driven decision making.
- Collaborate with Department and Executive Management to establish and maintain personnel and process KPIs for optimized business performance.
- Responsible for distribution of required reports from the CRM Database Solution.
- Accountable to coordinate the design and distribution of CRM reports to relevant stakeholders while ensuring data integrity and adherence to the company's governance policies.
- Represent Schluter Systems in a positive, professional, and enthusiastic manner in all matters.
- Other responsibilities as required.
Requirements
- Preferred 2–5 years of experience as a CRM Business Product Owner with Salesforce implementation experience.
- Proficiency in Salesforce (Sales Cloud, Service Cloud, Marketing Cloud, Tableau) and data analysis tools (e.g., Excel, Power BI).
- Bachelor’s degree in Business, Information Systems, Computer Science, Marketing, or a related field. Advanced certifications or coursework in CRM/Salesforce is a plus.
- Experience designing and rolling out organizational training.
- Strong business analytics, communication and technical skills.
- Ability to problem-solve, collaborate with cross-functional teams and manage stakeholder expectations.
- Deep understanding of customer needs and behaviors to enhance satisfaction and drive retention.
- Demonstrated expertise working in agile project environments, including writing user stories and prioritizing & refining a product backlog.
- Ability to travel domestically and internationally.
- Adhere to company policies and protocols.
Benefits
- Competitive Compensation
- Generous Paid Time Off
- 10 Paid Holidays
- Medical, Dental & Vision Insurance
- Biannual Bonus Program
- 401k with Company Match
- Company Paid Life Insurance
- Annual Reviews and Merit Based Raises
- Room for Advancement and Career Growth
