CRM Product OwnerPrimary Duties and Responsibilities:Overview:
Serving as a partner and liaison between GECU stakeholders and the vendor, the Customer Relationship Management (CRM) Product Owner is responsible for defining, prioritizing, and delivering implementation and enhancements to the credit union's CRM to ensure the platform drives business objectives, improves member experiences, and leverages operational efficiency.
Essential Responsibilities:
- Ensures the delivery of high-value CRM capabilities that drive business objectives
- Develop and maintain a CRM product roadmap and vision aligned with business goals
- Identify opportunities to improve member engagement and service delivery through CRM capabilities, evaluating new technologies and best practices
- Uphold the highest level of professionalism in building relationships and representing GECU
- Balance stakeholder requests with strategic priorities and platform capabilities.
- Communicate project status, priorities, risks, and dependencies with stakeholders regularly partnering with project management including feedback session and testing
- Work closely with development, configuration, and testing teams throughout the product lifecycle
- Ability to make decisions regarding feature prioritization, trade-offs and enhancements
- Ensure CRM configurations, integrations, workflows, and data structures support business processes and maximize CRM value to the credit union
- Collaborate with technical and internal project teams on system enhancements and integrations
- Support CRM governance, data quality, security, and compliance requirements
- In conjunction with Learning & Development, work to develop training resources and ensure quality team member experience in leveraging CRM system
- Define, monitor and report key CRM performance metrics using analytics to identify opportunities and measure business outcomes
- Partner with business leaders to develop dashboards and reporting capabilities
Education and Experience:
- High school diploma or GED required; Bachelor's degree in Business, Information Systems, Computer Science, Marketing, or related field preferred
- Proven experience in CRM, product management, business analysis, or related roles
- Experience working with CRM platforms such as BusinessNext, Creatio, Salesforce, Microsoft Dynamics 365, HubSpot, or similar
- Experience working with process and platform improvement within financial services or similar industry preferred
- Demonstrated success delivering technology solutions that drive business outcomes
Knowledge, Skills, and Abilities:
- High degree of professionalism, business and technical acumen
- Thorough ability to coordinate and execute with multiple partners - both internal and external successfully building influence and positive change management experience
- Continuous ability to thoroughly analyze CRM with improvement mindset
- Ability to analyze systems to meet business objectives
- Strong organizational, prioritization and time-management skills
- Ability to communicate technical solutions thoroughly and in an understandable format
- Strong understanding of CRM processes including lead management, opportunity management, customer service, and customer lifecycle management
- Product ownership and backlog management expertise
- Data modeling fundamentals (SQL, PostgreSQL, Oracle, Relational DBs)
At GECU, we want to support your wellbeing by offering a wide range of benefits:
- Health, Dental and Vision insurance
- Life and Disability insurance options
- Paid Time Off starts accruing once hired and take your birthday off -paid
- 401k Retirement plan with up to a 10% match of your base gross compensation
- Tuition reimbursement opportunities & professional development
- Volunteer opportunities -and earn additional PTO hours!
- On-site clinics for Vaccines and Mammograms
And many more!
Come join GECU as we are a curated culture of respect, understanding, and mutual recognition. We believe forming bonds and connecting with each other only stands to strengthen the service we provide to our members in our mission of improving the Quality of Financial lives!
