CRM Product Owner

Key Responsibilities

• Lead end-to-end CRM projects, including system enhancements, integrations, and process improvements
• Partner with stakeholders across sales, marketing, customer service, and operations to gather requirements and translate them into scalable Salesforce solutions
• Manage project scope, timelines, budget, risk, and resource allocation using formal project management methodologies (i.e., Agile/SCRUM, Kanban, Waterfall, or hybrid)
• Oversee Salesforce customization, configuration, and integration with ERP and other enterprise systems commonly used in manufacturing environments
• Drive adoption and user engagement through training, documentation, and change management strategies.
• Manage a backlog to ensure refinement, traceability and readiness for development.
• Partner with training teams to design change enablement plans, documentation, and communications that ensure smooth user adoption.
• Ensure data integrity, governance, and compliance with industry regulations (e.g., chemical safety and distribution standards where applicable)
• Monitor performance metrics and KPIs to continuously improve CRM system effectiveness and business outcomes
• Act as the primary liaison between business stakeholders, IT teams, and external vendors or Salesforce implementation partners
• Support sales operations, account management processes, and customer lifecycle management initiatives through training, troubleshooting, assistance, and regular interactions.
• Stay current on Salesforce platform updates and recommend enhancements aligned with business strategy

Experience & Skills

• 3-5 years of direct project management experience managing product backlogs or business analysis specifically within a complex CRM ecosystem
• Proven experience working in B2B environments, preferably within manufacturing, chemical, or industrial sectors
• Mastery of Agile/Scrum or Kanban delivery methodologies and project tracking tooling
• Strong understanding and application experience of Salesforce products (i.e., Sales Cloud; Service Cloud, Experience Cloud, Agentforce, Einstein, CPQ is a plus)
• High level understanding of the sales process experience
• Experience integrating Salesforce with ERP systems (i.e., SAP, Oracle, or similar)
• Demonstrated ability to manage cross-functional teams and complex, multi-phase projects
• Familiarity with chemical manufacturing processes, including order management, product traceability, (preferred)
• Strong communication, stakeholder management, and leadership skills
• Excellent problem-solving, analytical, and organizational capabilities
• Experience with project management tools (i.e., MS Project, Smartsheet)
• Understanding of supply chain, logistics, and distribution models specific to chemicals
• Experience in generative AI for sales & customer operations is a plus
• Experience supporting technical sales teams and complex product configurations

Education / Certification Requirements

• Bachelor’s degree in:
• • Business Administration
  • Marketing & Sales
  • Or a closely related discipline
• Master’s degree (MBA or related field) is a plus but not required
• CSPO or PMI-ACP preferred, not required