CRM Product Owner

PENAIR CREDIT UNION•Pensacola, FL

3h•$75,700

About The Position

The CRM Product Owner is responsible for the strategic direction, administration, and continuous improvement of PenAir’s Customer Relationship Management (CRM) platform. This individual contributor role serves as the central point of coordination between business units, Information Technology (IT), and external partners, ensuring the CRM delivers measurable value, supports enterprise member experience goals, and enables scalable, data-informed growth. The CRM Product Owner will manage day-to-day CRM operations, interface with lines of business to gather and prioritize ongoing needs, and collaborate with IT to plan and phase system enhancements and integrations. While not a deeply technical role, the CRM Product Owner should be comfortable with technology and possess a general understanding of backend systems and data flows.

Requirements

Three to five years in CRM product ownership, business systems analysis, or digital member experience-preferably within financial services or credit union environments. Experience managing cross-functional initiatives and working with IT teams on system enhancements.
Bachelor’s degree in Business, Marketing, Computer Science, or related field required.
A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.
Strong communication and relationship-building skills across technical and non-technical teams.
Ability to translate business needs into system requirements and foster collaboration between departments.
Familiarity with CRM platforms and integrations (e.g., HubSpot, Creatio, Microsoft).
Understanding of data management, analytics, and reporting tools (e.g., Power BI, Snowflake).
Experience with Agile/Scrum methodologies and backlog management tools (e.g., Jira, Azure DevOps).

Nice To Haves

Certifications in Agile, Scrum, or CRM platforms (e.g., Creatio, Microsoft Dynamics, Salesforce, etc.) preferred.

Responsibilities

Define and communicate the CRM vision and roadmap.
Translate business goals into actionable product requirements and prioritize features for development.
Align CRM capabilities with PenAir’s strategic objectives and member experience goals.
Collaborate with departments such as the Front Line, Marketing, Lending, and Operations to gather requirements, feedback, and ensure the CRM supports cross-functional workflows and member-centric services.
Oversee CRM administration, including user access, configuration, and data integrity.
Work closely with IT and Data Analytics to plan and phase system enhancements, integrations with credit union systems, and vendor coordination.
Monitor CRM performance using KPIs and member feedback. Identify opportunities for optimization and ensure the platform evolves to meet changing business and member needs.
Performs other job-related duties as assigned.