This is an excellent opportunity for a Systems/Product Owner to join a growing and progressive organisation The remit of the role is to ensure that core business systems meet the functional and business and customer requirements to align with the Ai25 strategy plans. This will involve working with key business users and collaborating with the IT & Business Solutions department to deliver system improvements and embed change into the business. From a technical perspective this person will be responsible for identifying business requirements including documenting the functional and non-functional requirements, identifying the benefits, agreeing change request priorities with the Governance Board for the MS Dynamics CRM and eCommerce platforms. From a business change perspective this role will focus on embedding process and system changes, (taking into consideration the customer journey) into the business through training and knowledge transfer.

Skills Knowledge and Experience

• Good knowledge of MS Dynamics CRM Online
• Good knowledge of system implementations including development, testing and deployment
• Minimum of 3-5 years’ experience as a Product Owner or System Manager
• A proven track record of successfully managing business systems across multifunctional teams
• Good knowledge of Agile working practices including managing a product backlog and change management
• Good knowledge of business change management including embedding process and system changes into an organisation and providing the relevant training
• Good experience capturing business requirements and relaying these to technical developers
• Strong internal and external stakeholder management skills at all levels
• Good budget management skills
• Knowledge of GDPR principles
• Strong facilitator
• Excellent communications skills at all levels including verbal and written
• Excellent planning and organisational skills with the ability to manage conflicting demands

Key Results

• Identifying and working with functional colleagues to continuously improve functional policy and procedures to remove waste and enhance the customer experience
• Create, communicate, and gain approval for CRM/e-Commerce digital strategy/vision and CRM product roadmap, clearly articulating business capabilities (Customer Journeys) required to support anddeliver the business objectives and growth strategy
• Working with key colleagues and identify opportunities to continuously improve CRM/e- Commerce Capabilities and procedures to remove waste, increase customer satisfaction and aligned to Ai25 growth plans
• Acting as a representative for the PMD Central advisory board, ensuring European CRM Strategy and Governance is aligned and supportive of UK growth plans
• Manage and prioritise CRM/e-Commerce UK demand ensuring alignment with Business plan or Ai25 plan.
• Influence and collaborate with PMD and BST teams (IT, Credit, PMD, HR, Legal, Compliance, Finance) ensuring they provide services and tools related to CRM/e-Commerce e.g., Contracts, IT Partner management.
• Take accountabilities for all operational matters related to CRM/e-Commerce IT platform and customer data, establishing appropriate Service Level agreement policies and Procedures working with various colleagues functional/PMD/BST teams to ensure the Service Level are delivered.
• Take accountability to establish and execute fit for purpose GRPR and Data retention policies and procedures related to customer data. Collaborate and influence with various colleagues functional/PMD/BST teams to ensure alignment with corporate policies.
• Accountable for the development, implementation and on-going operational support for training and reports, dashboards, visualisation tools from CRM too encourage data driven business decisions.

Working Relationships

• Represent the division in UK weekly operational meetings with PMD/IT Partners for CRM/e-Commerce, ensuring SLA’s are met and incidents/bugs are resolved in a timely manner.
• Take accountability for overall CRM/eCommerce Budget and ongoing operational costs ensuring both are reflected/contained in the business plan
• Measure and monitor delivery of systems that are fit for purpose and within budget and hold ROI to the business
• Represent the UK at PMD Central advisory board, ensuring European CRM Strategy and Governance is aligned and supportive of UK LES growth plans
• Manage and prioritise CRM/e-Commerce UK demand ensuring alignment with Business plan or Ai25 plan.
• Influence and collaborate with PMD and BST teams ensuring they provide services and tools related to CRM/e-Commerce e.g., Contracts, IT Partner management.
• Lead and deliver system solutions for business growth.
• Work with all Key stakeholders and Subject Matter experts in Branch and in Europe.