CRM Product Owner

4 weeks ago

London, Greater London, United Kingdom ZS Full time

ZS: A Global Leader in Management Consulting and Technology

We are seeking a seasoned CRM Product Owner to lead the strategic development and ongoing governance of our customer relationship management (CRM) system. As the CRM Product Owner, you will be responsible for defining the product vision, roadmap, and backlog to ensure the CRM system delivers maximum value to our organization and to our clients.

This role requires a comprehensive understanding of the inputs and outputs of a CRM and how data will need to flow across connected processes and systems. The successful candidate will be adept at facilitating seamless communication between the CRM and other business functions.

Key Responsibilities:

  • Serve as the primary stakeholder and decision-maker for the CRM system and its vision, product roadmap, and backlog of features.
  • Collaborate with cross-functional teams (e.g., leadership, sales, marketing, finance, and IT) to understand their needs and priorities.
  • Prioritize and manage the CRM system's features and functionality based on business value and user needs.
  • Communicate the product strategy and progress to stakeholders and leadership.
  • Ensure the CRM system is delivering value and meeting ZS's objectives, including enabling workflows that are efficient for users, enabling collaboration, and helping to drive our top-line revenue goals.
  • Be responsible for user adoption and proficiency through training and support.
  • Establish appropriate governance and quality management steps that provide a high level of data quality, including data integration and automation where appropriate.
  • Lead a small team of CRM Administrators to ensure ongoing enhancements and maintenance of the system.

Requirements:

  • Bachelor's degree required (Master's degree preferred).
  • 8+ years of experience in a CRM product ownership role, preferably in a global professional services firm.
  • Proven track record of successfully managing the ongoing strategic development of CRM systems.
  • Thorough understanding of CRM technologies, best practices, and industry trends. Experience working with Microsoft Dynamics 365 is highly beneficial.
  • Excellent communication and stakeholder management skills, with the ability to bridge the gap between technology and business needs and navigate trade-offs in requirements.
  • Strong analytical and problem-solving skills.
  • Demonstrated ability to establish relationships with business leaders and develop strong credibility. Experience in interfacing with international audiences and cross-office teams preferred.

About ZS:

ZS is a global leader in management consulting and technology, transforming healthcare and beyond. Our most valuable asset is our people. We honor the visible and invisible elements of our identities, personal experiences, and belief systems—the ones that comprise us as individuals, shape who we are, and make us unique. We believe your personal interests, identities, and desire to learn are part of your success here. Learn more about our diversity, equity, and inclusion efforts and the networks ZS supports to assist our ZSers in cultivating community spaces, obtaining the resources they need to thrive, and sharing the messages they are passionate about.

Perks and Benefits:

ZS offers a comprehensive total rewards package, including health and well-being, financial planning, annual leave, personal growth, and professional development. Our robust skills development programs, multiple career progression options, and internal mobility paths and collaborative culture empower you to thrive as an individual and global team member.

We are committed to giving our employees a flexible and connected way of working. A flexible and connected ZS allows us to combine work from home and on-site presence at clients/ZS offices for the majority of our week. The magic of ZS culture and innovation thrives in both planned and spontaneous face-to-face connections.

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