Product Manager - Salesforce CRM & Contact Centre

La Fosse Associates Limited

London,  United Kingdom
On-siteAgency contract (e.g. ANÜ)
Corporate ManagementSAP CRMSalesforce Sales CloudSage Customer Relationship Management

Description

  • Lead Product Manager - Salesforce CRM & Contact Centre

    Location: London - Hybrid, 3 days per week onsite
    Contract: Contract opportunity, Inside IR35

  • Job purpose

    We are seeking an experienced Lead Product Manager to own the product strategy, vision and roadmap across a major CRM and Customer Service Transformation programme.

    The role will cover the end-to-end customer service technology landscape, including Salesforce Service Cloud, Voice, IVR, call routing, Workforce Management (WFM), customer service automation and AI-enabled capabilities.

    You will provide strong client-side product leadership, working across business stakeholders, technology teams and system integration partners to drive product priorities, improve customer and colleague experience and deliver measurable business outcomes.

    Key responsibilities
    • Own the product strategy, roadmap and backlog across CRM and Contact Centre capabilities.
    • Lead product discovery and shape customer and agent journeys across voice, digital and self-service channels.
    • Drive product direction across Salesforce Service Cloud, Genesys, Voice, IVR, call routing and Workforce Management.
    • Oversee integration across CRM, telephony, customer data and wider operational systems.
    • Drive automation and AI-enabled customer service capabilities, including potential Salesforce Agentforce adoption.
    • Lead prioritisation and product decision-making across multiple Agile squads.
    • Manage and challenge system integration partners while retaining client-side ownership of product direction and outcomes.
    • Define product KPIs, measure benefits and drive continuous improvement.
    • Lead and coach Product Owners and multidisciplinary teams.
    Essential experience and skills
    • Extensive experience as a Senior or Lead Product Manager within a complex enterprise environment.
    • Mandatory: Strong Salesforce Service Cloud product management experience.
    • Proven ownership of product strategy, roadmaps, discovery and prioritisation across multiple Agile squads.
    • Strong CRM and Contact Centre domain experience.
    • Experience with enterprise contact centre platforms.
    • Understanding of Voice, IVR, call routing and Workforce Management (WFM).
    • Experience integrating CRM and contact centre technologies.
    • Exposure to AI-enabled customer service and automation, ideally Salesforce Agentforce.
    • Strong stakeholder management and experience leading system integrators and technology delivery partners.

Application form