About the Company:
HCL Tech is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products, services, and engineering prowess are built on the back of four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships.
Requirements:
- 10+ years of experience as CRM product owner / Sr Business Analyst. Preferably in leading CRM platforms like Salesforce, MS Dynamics.
- Experience with a minimum of 3 end to end implementations (from driving requirement workshops, handholding development teams, supporting testing and cutover to production).
- Excellent knowledge in marketing, sales, service for B2B and B2C customers preferably for Retail industry.
- Able to conceive solutions for integrations with ERPs like JDE, SAP etc.
- Create compelling presentations and conceive CRM solutions for potential customers.
- Well versed with Agile methodology. Certification in SAFe POPM is a plus.
Responsibilities:
- Responsible for executing the enterprise digital products roadmap, acting as a key liaison between the business, CRM development team, and IT for product development, particularly for large projects and workstreams using Agile methodology.
- Leads product development from the discovery phase to user release, optimizing with every iteration.
- Provides regular reports and updates to executive leadership on product scope, schedule, and planning.
- Works with stakeholders to prioritize the sprint backlog for the product portfolio across the enterprise.
- Facilitates the gathering of business requirements to write user stories aligned with prioritized features, ensuring the backlog is full and organized.
- Develops user stories, defines acceptance criteria, and approves stories during sprints, ensuring they meet criteria and are updated in the system.
- Collaborates with project teams and management to resolve issues, managing dependencies and critical path activities.
- Handles escalated issues, risks, and challenges, proactively working towards resolution.
- Coordinates with other digital and IT teams on joint roadmaps.
- Works closely with senior leadership to create a multi-year vision and yearly roadmap based on customer feedback, corporate strategy, and data.
- Provides strategic input to leadership on the plan, roadmap, and vision by understanding product impact and customer lifetime value.
- Serves as a consultant in defining business processes to meet product roadmap objectives, ensuring current and future processes are well defined for delivered features.
- Partners with change management, training, and delivery teams to outline customer impact analysis and mitigation plans.
- Collaborates with leadership to develop KPIs that measure and drive adoption, satisfaction, and revenue growth.
- Stays informed on Salesforce / CRM platform product updates and quarterly releases to enhance value by leveraging out-of-the-box capabilities in alignment with the product roadmap.
- Experience in CRM customization and automation options, fair understanding of CRM data model and key KPIs is a plus.
