Job Benefits: Inside IR35
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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.
Product Manager – Salesforce CRM & Contact Centre in London employer: Business Systems
Business Systems offers a dynamic work environment with opportunities for professional growth, particularly in technology integration and project management. Employees benefit from competitive salaries, bonuses, and flexible working arrangements, including remote options. The company is focused on delivering complex technology solutions, making it an exciting place for those passionate about innovation in systems integration and SAP transformations.
