IT Product Senior Manager - CRM

Strategy Execution Implement departmental plans and ensure alignment with defined business objectives. Translate functional goals into team-level operational plans and coordinate their execution. Monitor and track execution progress and report on performance against targets.

Budget and Financial Monitoring Support and manage budget preparation and implement cost control within the team. Track expenditures and report variances in line with approved budgets. Common Accountabilities Manage day-to-day operations and ensure delivery of targets in line with plans.

Identify and implement process improvements to enhance operational efficiency. Ensure compliance with policies, procedures, and operational standards. People Management Manage and supervise team members, setting clear objectives and expectations. Monitor and track team performance, providing regular feedback to ensure delivery.

Support and coordinate employee development and training initiatives. Coordination Coordinate team activities to ensure smooth execution of operational plans. Coordinate with internal stakeholders to resolve operational issues and support delivery.

Product Management & CRM Solution Delivery Manage the lifecycle of CRM products and applications to support business requirements, operational efficiency, and digital enablement objectives. Implement product initiatives and enhancements by translating business needs into functional solutions, system capabilities, and prioritized product deliverables.

Monitor product performance, system utilization, and service effectiveness to ensure CRM solutions support business and customer needs. Deliver product improvements and support execution of system releases, upgrades, and enhancement initiatives across the CRM landscape.

Business Demand & Solution Coordination Coordinate with business stakeholders to capture requirements, prioritize demand, and support delivery of CRM solutions aligned with operational needs. Manage translation of business requirements into functional specifications and support coordination of solution design and implementation activities.

Monitor progress of product initiatives and track delivery of enhancements, fixes, and system-related requirements. Support alignment between business priorities and technology delivery through effective coordination across stakeholders.

CRM Operations & Application Support Supervise operational support of CRM applications to ensure system availability, performance, and continuity of services. Monitor application incidents, service issues, and support requests, ensuring timely resolution and minimal disruption to operations.

Coordinate with technical teams and vendors to support issue resolution, application stability, and service quality. Track service performance and support actions that strengthen application reliability and support effectiveness.

Product Performance & User Experience Monitor product performance indicators, user adoption, and service effectiveness to identify risks and improvement opportunities. Track system usage trends and support enhancement of product functionality and user experience.

Deliver performance insights and recommendations that strengthen value realization from CRM products and solutions. Technology Integration & Change Delivery Coordinate implementation of CRM-related integrations and support delivery of system changes aligned with architecture and business requirements.

Manage execution of product changes, releases, and testing support activities to ensure effective deployment. Monitor delivery of change initiatives and support resolution of risks impacting implementation or solution performance.

Vendor & Solution Partner Coordination Coordinate with external vendors and solution providers supporting CRM platforms and product delivery activities. Monitor vendor-supported deliverables, service performance, and implementation support to ensure alignment with business and operational expectations.