Product Owner - CRM Dynamics

£550 | London | Contract
Posted 2 months ago

Product Owner - CRM Dynamics 365 & Customer Engagement

Job purpose: To be the credible voice of the business, voice of the customer, change owner, and strategic stakeholder owner and facilitator for the CRM product development. To steer product development through focus on customer value, and to be the respected and valued servant leader of the CRM's business customers. The outcomes of this role are: happy, engaged and informed stakeholders - a Scrum informed and directed by business value - positive improvement in business practice and business change around customer engagement - and the delivery of customer and business benefits through well-used working software.

Knowledge and Experience;

* Development, socialisation and agreement of the Product Strategy for CRM Dynamics as a tool for customer engagement, service and analysis
* Creation, socialisation, agreement and management of the Product Roadmap for CRM, as per the above
* Communication of the Product Roadmap to Scrum Master, ensuring that it is appropriately costed, timed and delivery is agreed by colleagues in IT
* Creation, prioritisation, socialisation and management (in collaboration with the Scrum Master and business stakeholders) of the Product Backlog
* Development of stakeholder-agreed prioritization criteria for development, and the collaborative application of these to the Product Backlog
* Creation, in close collaboration with the Scrum Master, of financial forecasts for the CRM Product and for the business and change projects running alongside this
* Performance management of the CRM Dynamics product (and associated products such as eMarketing, analytics, etc.) including creation of Product and Customer Outcome KPIs
* Management of stakeholders, especially including agreement of product backlog, definition of minimum viable products, and agreement of changes within this during the project
* Managing strategic stakeholders through the changes in business practice, structure and governance needed for better customer engagement and use of CRM
* Communication of agile method and roles and responsibilities to key stakeholders involved in projects, especially stakeholder involvement in ceremonies and Scrum.
* Ownership of business change projects around the CRM and related products, including ensuring change actions and projects are appropriately delegated and communicated to Business Owners
* Writing user stories, and attending Backlog Grooming sessions to work with the Scrum Master on the appropriate translation of business user stories into technical requirements
* Release planning (in close collaboration with the Scrum Master), and communication of release plans to appropriate business stakeholders
* Attending Scrum Ceremonies, and being seen as a respectful and willing servant leader of the development team alongside the Scrum Master
* Ownership of the quality of the product for end-users, and of quality / UA testing with users
* Ownership of customer testing, design testing, and UI / UX processes to ensure that the customer view is front and centre at all times, especially with regards to the production of new communications, templates, and customer journeys
* Ownership of persona-based customer journey analysis, and basing development and CRM functional prioritisation on improving persona outcomes at journey points.

Essential skills;

* An in-depth understanding of all aspects of Customer Engagement using CRM, and comfort advising the client on legislative, procedural, technological, and people impacts and aspects of CRM implementation and customer engagement generally.
* Experience of managing products in Agile Scrum, or Scrum-related agile methodologies.
* Talented facilitator and stakeholder manager , garnering wide understanding, support and ownership of the CRM and customer engagement plans and ways of working.
* Experience managing a portfolio of business projects across people, process, technology, governance, etc. to meet customer engagement outcomes.
* Natural strategic thinker , with experience of customer engagement strategies and implementing best practice in improving customer outcomes at different touchpoints.
* A change-focussed, IT literate individual, with an excellent understanding and experience of CRM capabilities (esp. D365) and their impact on the business.
* A natural leader , with wide experience of managing diverse stakeholders and bringing people together around products and changes.
* Thorough planner and self-manager , with experience of planning within a Scrum environment, and managing stakeholder expectations in an Agile way.
* Experience of forming strategies and programme plans around Customer Engagement, CRM, Customer Analytics, Customer Service.
* In-depth knowledge of the technology capabilities needed to implement effective customer engagement in an organisation.
* In-depth knowledge of the processes, policies, and procedures that would typically be formed in a best-practice customer engagement team and wider stakeholder network.
* Experience of customer / member segmentation and analysis and applying segmentation techniques to all aspects of the business (comms, DM, web experience, contact centre, etc.)
* Ability to think and act pragmatically on Customer Engagement , balancing this with other change objectives, and realistically assessing the pace of change possible in a busy and change-fatigued client. Never letting perfect be the enemy of better.
* Experience of dealing with and effectively managing executive stakeholders , and of driving key decisions and papers through executive governance structures.
* Experience of working in a Dynamics365 environment (or of using similar systems such as Salesforce, Oracle, SAP etc.) to meet Customer Engagement challenges)

For more information about this role, please contact:

Paul Bentley

paul.bentley@itqps.com

See Paul Bentley's jobs
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