CRM Product Owner

General Electric Credit Union•Blue Ash, OH

10d•Onsite

About The Position

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.

Requirements

High school diploma or GED required
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
Demonstrated success delivering technology solutions that drive business outcomes
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)

Nice To Haves

Bachelor's degree in Business, Information Systems, Computer Science, Marketing, or related field preferred
Experience working with process and platform improvement within financial services or similar industry preferred

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