PURPOSE OF POSITION:


Lead the definition and delivery of the CRM product vision and roadmap, equipping frontline teams with integrated systems, reliable data, and optimized workflows to support a unified customer experience. Collaborate closely with frontline leaders and cross‑functional partners to translate customer and business needs into actionable strategies across all touchpoints.




ESSENTIAL DUTIES AND RESPONSIBILITIES:




Vision, Strategy & Roadmap


+ Define and own the business vision, strategic priorities, and multi‑quarter roadmap for CRM tooling.

+ Lead strategic tradeoffs and prioritization decisions across competing frontline and enterprise needs.

+ Anticipate future business, customer, and operational needs and proactively evolve the CRM roadmap.

+ Act as the accountable product owner for CRM direction across Sales, Service, Contact Center, and Retail.