CRM Product (Salesforce)

Godrej Enterprises Group:

Godrej Enterprises Group (comprising Godrej & Boyce and its subsidiaries) has a significant presence across diverse consumer and industrial businesses spanning Aerospace, Aviation, Defence, Engines and Motors, Energy, Locks & Security Solutions, Building Materials, Green Building Consulting, Construction and EPC Services, Heavy Engineering, Intralogistics, Tooling, Healthcare Equipment, Consumer Durables, Furniture, Interior Design, Architectural Fittings, IT solutions and Vending Machines

KRA:

A Product manager role is at the intersection of technology, business, and user experience. A Salesforce (SFDC) Product Manager typically has a range of responsibilities focused on managing the Salesforce platform and ensuring it aligns with business needs.

This role ensures to achieve full potential of CRM implementation through measurable benefit realization, best practice implementation in process & technology.

The incumbent will be responsible to lead the OneCRM program to implement the agreed CRM strategy and roadmap: understand business requirements, mitigate risks and create business cases to recommend strategies and solutions across the Salesforce platform to achieve business needs, assist in setting and managing best practices with Salesforce objects, data management, security and compliance, drive user success & adoption of CRM (SFDC) by enabling change network and stakeholder engagement, program Planning, Delivery Governance, Resource Optimization & Monitoring of critical issues/risks across CRM projects

JD:

The incumbent will be responsible for the following:

Platform Strategy and Vision:

• Developing and maintaining a strategic roadmap for Salesforce that aligns with the organization’s goals.
• Identifying opportunities for leveraging Salesforce to drive business value and sharing the Value Realisation/ROI with the organisation

Stakeholder Management:

• Engaging with business stakeholders across departments to understand their needs, gather requirements, and translate them into Salesforce features and functionalities.
• Managing & prioritizing detailed CRM project plans in collaboration with CRM CoE Members.
• Ensuring that the platform meets the needs of various users.
• Working closely with the BU Leadership to define performance metrics and identifying/executing improvement programs and to drive the end-to-end design, roadmap, implementation plan.

Feature Development and Enhancement:

• Prioritizing and managing the development of new features and enhancements on the Salesforce platform.
• Working closely with developers, architects, and admins to implement changes and ensure they meet quality standards.
• Ensuring development of Benefits Realization Plan in sync with project deliverables.

Product Backlog Management:

• Maintaining and prioritizing a backlog of Salesforce features, bug fixes, and enhancements.
• Using Agile methodologies to manage sprints, release cycles, and deliver incremental improvements.

User Experience Optimization & Value Realization:

• Improving user experience by simplifying workflows, improving interfaces, and ensuring the platform is user-friendly and efficient for all users.
• Ensuring agile delivery with improved time to market and user satisfaction.
• Defining Success Metrics for Sales, Service and Marketing Cloud, build Dashboards to monitor and measure the same and share regular updates/reviews on the same.
• Oversee tracking of key metrics (usage, operational, strategic) and KPIs driven from CRM along with BU team

Training, Performance Monitoring and Reporting

• Providing training and support to end-users to maximize adoption and ensure they can use the platform effectively.
• Creating documentation, user guides, etc Continually support capability building for CoE in the area of Lightning Platform Development, Predictive & Prescriptive Analytics etc.
• Monitoring the performance
  of the platform, identify any issues, and optimize performance.
• Providing regular reports on key metrics on system health

Vendor and Budget Management:

• Managing relationships with Salesforce and other third-party vendors.
• Oversee budgeting for Salesforce-related projects, licenses, and services.

Innovation and Best Practices:

• Staying informed on Salesforce updates, new features, and best practices.
• Proactively introduce new ideas to enhance the platform-s effectiveness.
• Leading the CRM Partner Ecosystem, foster an innovation focused culture

Essential Qualification & Experience:

Degree in Engineering with a technology focused mindset.

Post Graduate qualification in Sales and Marketing.

Preferred

Salesforce knowledge on Configuration, Customization & Integration experience in SFDC Sales & Service Cloud

12 yrs of total work experience out of which 5 -7 yrs in salesforce product management with a thorough understanding of Sales/Service/Marketing cloud and related SFDC tools.

Must have managed 3+ end to end CRM (SFDC) program implementation for large scale, complex, multi-site and multi-regional, high visibility customer deployments involving cross-functional and cross-regional project teams

Experience with high-profile product and project launches. Salesforce product knowledge as well as the ability and experience to demonstrate how they have improved efficiencies, user experience, impacted business outcomes, and delivered value using product expertise.

Skills Required:

A) Functional skills:

1. Good understanding of the agile development process, requirement techniques such as user stories, use cases, and informal modelling with a strong grip on Salesforce CRM design and administration, tools like JIRA.

2. Strong functional knowledge (Sales Strategy & Operations, TPM, KAM, Loyalty Management, Distribution, Quote/Order to Cash, Lead to Order etc.)

3. Strong functional understanding of CRM technology ecosystem (Sales Cloud, Service Cloud, CPQ) and Martech tools

4. Strong program management, change management experience in Sales & Service Transformation

5. Expertise in issue/risk/escalation management, quality assurance, stakeholder management

6. Expertise in Agile Program Delivery using various project management styles

7. Proficient in defining business requirements, building solution roadmap

8. Deep appreciation of IT systems landscapes and impact of architecture decisions on quality and delivery

B) Soft skills

1. Excellent communication and interpersonal skills

2. Strong analytical skills and ability to use data to drive product decisions.

3. Strong leadership skills across multiple teams and departments, the ability to communicate with influence, and a technical aptitude.

4. Excellent presentational skills.