Director, CRM Product & Customer Intelligence

SRS Distribution Inc.•McKinney, TX

8d•Hybrid

About The Position

The Director, CRM Product & Customer Intelligence is responsible for owning the vision, roadmap, and prioritization for the platforms and applications that facilitate and inform our customer relationships and, in turn, drive revenue. This role ensures we deliver the optimal products and features based on clearly understood business needs and manages a product roadmap that aligns with overall organizational strategy, with buy-in from relevant leaders and stakeholders—all in the context of enabling and optimizing sales engagement driven by business intelligence. Acting as the connective tissue between business stakeholders and the technical delivery team, the Director, CRM and Customer Intelligence translates strategy into workflows, requirements, and a prioritized backlog, defines outcomes, and ensures the platform scales as the company grows and adopts AI-powered customer intelligence.

Requirements

Proven success in product ownership or product management, including CRM/Salesforce platforms
Demonstrated success owning a roadmap and backlog and delivering measurable business outcomes
Strong understanding of CRM, customer data/intelligence, and how to translate it into value
Experience establishing platform governance and prioritization across competing stakeholders
Experience leveraging AI-driven customer intelligence to inform product strategy and serve customers better
Ability to synthesize business requirements and translate them into user stories and technical requirements
Familiarity with a well-accepted delivery methodology, such as Agile/Scrum
Excellent communication and executive stakeholder-management skills
Data-driven approach to measuring ROI, adoption, and platform health
Working familiarity with the technical environment: Salesforce Sales Cloud and Service Cloud, Snowflake/SQL, Customer Intelligence/CDP capabilities, and React-based web applications
Experience using reports, dashboards, and CRM analytics to inform prioritization and decision-making

Nice To Haves

Background in distribution, manufacturing, or B2B sales environments, ideally building products.
Project/product delivery certifications, such as Certified Scrum Master, and/or Salesforce certifications.
An advanced degree, such as an MBA or a master's degree in a relevant discipline, is highly desirable.
Certified Scrum Product Owner (CSPO) preferred.
Professional Scrum Master (PSM) or Certified ScrumMaster (CSM) preferred.
Salesforce certifications preferred.

Responsibilities

Own the product vision, roadmap, and prioritized feature backlog for Salesforce and related applications. Manage a roadmap that aligns with overall organizational strategy and secures buy-in from relevant leaders and stakeholders.
Partner with sales, service, marketing, and operations to capture business needs and align on priorities. Synthesize corresponding business requirements into clear, outcome-driven initiatives that can be translated into technical solutions.
Write epics, user stories, and clear requirements with acceptance criteria and a definition of done that set the development team up for success. Accept delivered work and ensure it meets the intended outcomes.
Thoroughly understand the people and processes of all teams being served in order to design optimal features and corresponding processes. Understand the available platforms and technologies well enough that requirements are contextual to the systems being implemented or enhanced.
Own the data and customer-intelligence strategy on the platform, including AI use cases. Translate customer data and intelligence into measurable business value.
Define and track success metrics, ROI, and adoption for platform investments. Use data-driven insights to guide prioritization and demonstrate impact.
Establish and run platform governance, including intake, prioritization frameworks, and change control. Manage vendor and licensing decisions to optimize cost and value.
Communicate roadmap, trade-offs, and progress to executives and stakeholders. Foster transparency and accountability across the teams being served.