CRM Product Owner

Dyson; Malmesbury; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading technology company in Malmesbury is seeking a CRM Product Owner to manage the delivery and enhancement of customer support processes using Salesforce Service Cloud. The ideal candidate will have a background in technology project management and Agile methodologies, with strong communication skills. The role offers competitive benefits, including performance-related bonuses and extensive on-site facilities.

Benefits

Performance-related bonus scheme

Competitive pension scheme

Free on-site lunches

Private medical and dental insurance

Free on-site sports centre

Qualifications

• 3+ years’ experience in a related role in a technology-focused organization.
• Track record of leading technical projects through the full lifecycle.
• Strong ability to translate product concepts into functional requirements.

Responsibilities

• Define and manage product delivery roadmap with stakeholders.
• Maintain a groomed and prioritized backlog of requirements.
• Provide reporting on backlog and project deliverables to key stakeholders.

Skills

Agile methodologies

Excellent communication skills

Attention to detail

Organizational skills

Technical project management

Education

Experience as a product owner or manager in tech

Tools

Salesforce Service Cloud

Jira

Job description

About Us

At Dyson we believe everything could be better. Fuelled by a frustration with things that don’t work properly and a relentless obsession with making them work better, we’ve spent the last 25 years pioneering inventions and continually improving.

We’re growing fast. And our ambition is huge. But it’s not simply about more people and more profit. Dyson is all about better ideas and new technologies. It’s about inventing the future.

Our philosophy remains the same as it was 25 years ago when James Dyson invented the first cyclonic vacuum cleaner. We remain family-owned. We don’t bow to outside shareholders or report to the stock exchange. Instead we plot our own path, unshackled from conventional thinking.

About The Role

The product owner is a key role within the Retention Product ownership team that sets the agenda for the implementation, delivery and enhancement of solutions that supports owner management journeys in our multi-channel contact centre and repair centre environments.

Drawing on your expertise in contact centre and service centre operations, you will meticulously review and implement configurations to ensure seamless alignment with local legal, fiscal, and regulatory requirements, supporting the global rollout and enhancement of Salesforce Service Cloud. Your attention to detail will guarantee that our solutions meet the highest standards while effectively supporting our global target operating model. You will also seize opportunities to capture valuable insights that drive future enhancements, empowering operational teams to maximise the potential of our solutions and contribute to the global backlog of improvements.

In addition to your operational expertise, you will be forward-thinking and strategic. You will develop a visionary strategy that embraces industry best practices and explores emerging capabilities to meet the evolving demands of Dyson owners. Your strategic vision will guide continuous process improvement and propel the advancement of owner management practices, ensuring that we stay at the forefront of the industry.

The CRM Product Owner core capabilities are as follows:

• Works with markets, IT, technology vendors, Product Director and business teams to define the delivery roadmap.
• Manages a prioritised project backlog to ensure we are able to deliver within timeframes to support NPS gains, owner and commercial benefits.
• Maintains a vision for the product and is responsible for communicating that vision to all stakeholders.
• Works with the BA team to create the full product backlog and will ensure all business requirements are met within the User Stories and Epics defined by the BAs
• Work with the Scrum Master to assign Jira user stories to the correct Design resource
• Has an exceptional understanding of Agile methodologies
• Provides reporting to key team members and senior stakeholders across all of the backlog and project deliverables
• Works with the various insight teams to drive change based on that evidence.

What do they think?

The CRM Product Owner will always have the questions below in the forefront of their minds when making decisions:

• Are we meeting the business capability requirements for their system they are the PO of?
• Are we meeting our owners’ requirements for their system they are the PO of?
• Are we adequately resourced in all areas to deliver against the agreed Project Roadmap?
• How do we best report progress to the wider business and ensure we are managing risk?
• Are projects following process and is the business making informed decisions about them based on transparent and clear data?
• Does the backlog accurately cover all requirements that have been raised and validated?
• Do we have the correct Acceptance criteria on all User Stories?

Key results

The CRM Product Owner will ensure that the following are achieved:

• A return on investment
• Demonstrate a measurable NPS impact for all work delivered
• Manage a complete, groomed and prioritised backlog of requirements validated and approved by all stakeholders.
• Clear Acceptance criteria on all User Stories created that meet the requirements.
• Prioritise the Backlog for every Sprint ensuring we deliver against the roadmap
• Provide sign off of deliverables/user stories when complete and where required
• Ensure that we have all stakeholders review and approve requirements through the development cycle
• Attend and participate in the key ceremonies
• Should ensure that Sprint Goals do not change once a Sprint has begun
• Present to and manage stakeholders within the organisation
• Responsible for articulating the Roadmap to the organisation
• A motivated, delivery focussed, efficient scrum, and project management team.

About You

• Delivery of a Salesforce Service cloud to contact centre operations.
• 3+ years’ experience as a product owner, product manager, or business analyst with a technology-focused organisation
• Track record of leading technical projects through full life cycle from definition to post-launch
• Excellent written and verbal communications skills, able to communicate in business and technical terms
• Solid organisational skills including attention to detail and multi-tasking skills
• Strong ability to translate product concepts and ideas into functional requirements
• Understanding of Agile software development.

Benefits

• Financial
• - Performance-related bonus scheme
• - Competitive pension scheme
• - Life assurance
• - Discounts on Dyson machines and retail discounts
• - Free bus travel to and from campus (from Bristol, Bath, Chippenham, and Swindon)
• Lifestyle
• - 27 days’ holiday (plus bank holidays)
• - Free on-site lunches, fruit, and hot drinks
• - Free on-site sports centre, gym, hair salon, and lifestyle assistance (concierge)
• - Electric vehicle salary sacrifice scheme
• - Ability to purchase additional holiday
• Health
• - Private medical insurance and dental insurance
• - Employee assistance programme, digital GP, on-site physio and GP, prescription service, fertility treatment support

#LI-KH1

Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.