CRM Product Manager

at  Comic Relief

COMIC RELIEF

Employment Type Full time
Location Hybrid · London, City of, UK 2 days a week in our London Office
Salary £46,440 - £50,571 (GBP)
Team Technology

Seniority Mid-level

• Closing: 11:55pm, 3rd Jun 2024 BST

JOB DESCRIPTION

This role is offered on a hybrid contract giving you the opportunity to also work from home three days a week.

ESSENTIAL SKILLS AND COMPETENCIES:

• Understanding of agile principles and experience working in an agile environment.
• Product management skills – ability use to user-centred and evidence driven product management techniques to create viable, valuable and desirable products.
• Knowledge of Salesforce products primarily Not for Profit cloud and Marketing cloud technologies.
• Experience of evaluation and procurement of services – ensuring they are affordable and feasible.
• Confident at data interpretation with the ability to make data informed decisions.
• Understanding of the principles and processes behind effective data processing and management.
• Skilled/adaptable communicator – able to flex style between coach, advisor and challenger.
• Collaborative worker – able to work closely with leadership and other teams.
• Effective relationship builder with strong stakeholder management skills.
• Excellent problem solving, documentation and communication skills.
• Excellent project management skills
• Demonstrated ability to meet deadlines
• Demonstrated abillilty to handle and prioritise business requests
• Ability to assess the impact of new requirements on Salesforce and all upstream and downstream applications, systems and processe

DESIRABLE:

• Curious and creative thinker – to create a learning organisation committed to continuous improvement and always striving to do things better.
• Strong presentation skills – confident in chairing meetings and workshops, maximising the value contribution from all participents.
• Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
  Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At Comic Relief we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

PURPOSE OF JOB:

The Product Manager will work with Comic Relief (CR) representatives to understand how to continually improve the charity’s Customer Relationship Management (CRM) system and Marketing Platform.
In the role of Product Manager, you’ll be responsible for setting the strategy and vision for the CRM and Marketing products, working with key stakeholders to define the products’ goals and objectives, as well as identifying the key features and functionalities that will be required to meet those goals.
Through a knowledge knowledge of Salesforce, industry trends and analysis of CR’s strategic aims, you will prioritise and plan the Product roadmap, oversee the design and development of incremental improvements and manage the testing and deployment of these using AGILE methodology. The roadmap and its prioritisation and progress will be clearly communicated with all stakeholders to effectively manage expectations. All improvements will be documented and where required To Be and training materials will be duly updated.
The overarching aim for the Product Manager is to maximise CRM functionality to deliver Comic Relief’s strategic aims and to ensure optimised return on investment.

KEY RESPONSIBILITIES:

• Follow agile Product Management principles to work closely with the Fundraising and Partnerships teams to determine their strategies, determine how technology (specifically but not exclusively Salesforce) can add value and deliver solutions.
• Champion a customer-centric approach to product management, conducting user research, usability testing, and customer interviews to inform product decisions and enhance user experience.
• Using AGILE Product Management methodology, identify how system improvements can support Fundraising and Partnership strategies as part of an iterative Product roadmap.
• Prioritise requirements to inform the Product roadmap and manage stakeholder expectations accordingly.
• Create sprint plans and lead the AGILE Engineering team to deliver and test identified changes.
• Inform strategic thinking with sector wide knowledge of Salesforce functionality and future developments to support enhancements, e.g. AI.
• Innovate and progress the digital Fundraising products, finding new ways to generate income from public facing initiatives. Leading workshop sessions with cross-functional teams to drive product direction.
• Establish and manage relationships with third party suppliers.
• Measure system performance using appropriate systems, tools and techniques aligned to CR’s CRM KPI’s
• Review and plan Salesforce wave releases and communicate planned changes to the system with users, e.g. UAT, training where required.
• Work with the other Product Managers to prioritise and plan work across the department and deliver the highest value to CR; reduce waste, improve Return on Investment (ROI). Take part in the rotational chairing of quarterly and monthly planning meetings.
• Upskill individuals through delivery of documentation and training to take on Product Owner roles, handing over responsibility of processes and systems to stakeholder champions.
• Be an ambassador for collaborative cross-functional working across the organisation.