Role: Product Owner (CRM)
Salary: Competitive, Good Benefits & 10% Bonus
Location: Woking, Hybrid Working
Impact Food Group (IFG) is a leading UK-based school catering company. We focus on providing healthier food options to children and promoting a positive food culture among pupils. We work with primary, secondary and independent schools across the UK, offering high quality, nutritious meals that support better health and educational outcomes.
Our approach includes using fresh, local ingredients to create seasonal and diverse menus, while also minimizing packaging and food waste. Leveraging this we aim to improve students’ eating habits and overall well-being through our services and offerings.
As an organisation we are 500+ sites, with continued growth year on year. The introduction of a Digital and Strategy department is testament to our ambition as we close out the initial implementation of best-in-breed software solutions for our core capabilities and move into an ‘innovation first’ approach to the industry. This role is a key position within that greenfield department.

QUALIFICATIONS/SKILLS & REQUIRED EXPERIENCE:

• Experience: 3+ years in Digital Product Ownership roles with suitable evidence of CRM, eCommerce and Marketing platform leadership
• Education: Batchelor’s Degree in Business, Marketing, computer science or a related field and/or recognised Product Owner framework qualification (Pragmatic Marketing institute, CSPO, PSPO etc.)
• Zoho Platform experience desirable
• Catering order workflows and e-commerce/loyalty experience desirable
• Strong familiarity with SDLC, Agile methodologies (Scrum, Kanban, etc.)
• Knowledge of data privacy regulations (e.g. GDPR, CCPA) and CRM data governance
• Strong communication and interpersonal skills to liaise with business, technical teams and vendors.
• Strong analytical and problem-solving skills to address user needs and business challenges.
• Highly skilled in leading user adoption and training initiatives for CRM platforms and features.
• Experience of ecosystems where contracts are not owned, unique and lacking consistency in implementation.

ABOUT THE ROLE

As the Product Owner CRM, you will be responsible for overseeing the development, optimisation, and successful implementation of Customer Relationship Management, e-Commerce and Loyalty systems that enhance customer relationships, improve sales processes, and drive business growth. The role combines strategic vision, customer-centric thinking, and technical understanding to ensure our Commercial platforms meet the needs of the business and end-users. If you are passionate about delivering impactful digital experiences and thrive in a dynamic environment, we’d love to have you on our team.

ROLE RESPONSIBILITIES INCLUDE:

• Define and communicate the product vision for CRM and digital ordering solutions, aligning it with business strategy.
• Create and prioritise a product roadmap based on business goals and customer needs.
• Stay updated on industry trends to ensure CRM is competitive and innovative.
• Lead end to end programme management for CRM tools within the business.
• Serve as the main point of contact between stakeholders, technical teams, and vendors.
• Gather and integrate feedback from sales, marketing, customer support, and IT teams.
• Communicate product vision, progress, and outcomes to stakeholders for alignment.
• Manage and prioritize the product backlog, focusing on high-impact features.
• Balance customer needs, technical feasibility, and business objectives in decision-making.
• Create clear, actionable user stories with well-defined acceptance criteria.
• Collaborate with UX/UI designers to ensure a user-friendly, intuitive platforms.
• Advocate for a seamless, efficient end-user experience across touchpoints.
• Work with development teams to ensure timely delivery and quality of Digital features.
• Lead sprint planning, reviews, and retrospectives to drive value-focused development.
• Oversee the rollout of new Digital features, ensuring smooth transitions and minimal disruption.