CRM Product Owner / Process Improvement
HAYS

Job Info

The end client is unable to sponsor or transfer visas for this position; all parties authorized to work in the US without sponsorship are encouraged to apply.

A Vacation Ownership Company is seeking a CRM Product Owner / Process Improvement in Orlando, FL.

Role Description

If you are someone with a passion for process and CRM solutions, and want to be part of a growing company who is focused on putting customers on vacation, the Manager, CRM Product Ownership and Process Improvement is the role for you! In this role, you will define, develop, launch, and enhance technology solutions and services that drive our business forward based on understanding and mapping the customer experience. You'll work closely with cross functional teams to define product requirements and coordinate resources from key stakeholders. You will also be responsible for identifying and tracking KPIs as we continue our CRM transformation to truly know our customer through every interaction with us.

• Develop an end-to-end view of the customer and associate experience/process to identify opportunities to improve efficiency and effectiveness
• Manage and deliver against CRM product roadmap (1-5 years outlook)
• Work with multiple functions to build and evaluate business cases to support product investment decisions
• Be able to tell stories effectively through presentations at all levels of the organization from hourly end-users to senior executives
• Understand and gather insight from end users, in combination with using customer feedback and competitive analysis, to inform product decisions
• Ensure a high-level of system adoption by end users
• Capture comprehensive business scope documents that can be translated into system requirements
• Oversee product launches, development, testing, and P&Ls; ensuring that the product works as designed and that user adoption is as intended
• Define, track and improve key performance metrics, inclusive of understanding and building key Salesforce reports/dashboards needed by the business

Skills & Requirements

• Minimum five (5) years of experience in business consulting, process/business improvement, or industrial engineering, preferably with technology-related projects
• BA/BS in Industrial Engineering, Finance/Business, or related field
• Demonstrated ability to develop and deliver persuasive presentations to senior executives and non-technical audiences
• Ability to successfully lead across diverse and cross functional groups, including strong relationship management skills and ability to coach regardless of reporting relationship
• Proven project management, financial analysis, and analytical skills
• Excellent interpersonal and negotiation skills
• Ability to analyze issues, develop and deploy solutions within a dynamic environment while simultaneously handling multiple assignments and meeting deliverable deadlines
• Ability to create process flows and identify process gaps
• Ability to develop business scope documents that clearly and visually represent what is needed by the end users
• Advanced knowledge of MS Office Applications (Powerpoint, Excel, Word) and reporting/statistical tools

Why Hays?

You will be working with a professional recruiter who has intimate knowledge of the Information Technology industry and market trends . Your Hays recruiter will lead you through a thorough screening process in order to understand your skills, experience, needs, and drivers. You will also get support on resume writing, interview tips, and career planning, so when there's a position you really want, you're fully prepared to get it.

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Hays is an Equal Opportunity Employer.

Drug testing may be required; please contact a recruiter for more information.
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