CRM Product Manager

Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 23,000 employees spanning over 56 countries. People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.

Global CRM Product Manager – Salesforce

Location: Central London (Hybrid: 2–3 days onsite per week)

Reports to: Head of Collaboration & Client Solutions

Travel: Occasional global travel

Role Purpose

Howden is embarking on an exciting global transformation to unify and modernise its CRM landscape. As part of this journey, we are expanding our Salesforce CRM platform into a single, enterprise-wide solution that supports our business globally and enables consistent, data-driven client engagement. We are seeking a strategic, collaborative, and business-oriented Product Manager to lead this transformation and shape the future of client relationship management across Howden. This role will be pivotal in ensuring our Salesforce platform evolves to meet the needs of a dynamic, growing, and global business.

As Product Manager, you will build and nurture strong relationships with senior leaders across regions and business lines — understanding their priorities, challenges, and opportunities — to ensure the CRM continues to evolve in alignment with Howden’s business objectives. You will oversee the Salesforce product roadmap, manage a Product Owner and small delivery team, and drive a culture of continuous improvement and adoption across the organisation.

Key Responsibilities

• Lead the strategic direction of the Salesforce CRM platform, owning and evolving the global product roadmap to ensure alignment with business objectives, scalability, and growth.
• Build strong relationships with business leaders across regions and divisions to understand evolving needs, ensuring the platform continuously supports their goals and delivers measurable value.
• Manage and mentor the Salesforce Product Owner and delivery team, providing strategic direction, prioritisation, and governance.
• Partner with regional business units to translate requirements into scalable, user-focused solutions, leveraging Salesforce modules.
• Oversee the transition from legacy CRM systems to Salesforce, ensuring minimal disruption and clear communication throughout.
• Collaborate closely with the Data Team and other Technology Teams to ensure clear architectural alignment and a cohesive approach to system design, integration, and data management.
• Drive platform adoption and engagement, tracking usage, performance, and business outcomes across regions.
• Champion data integrity, governance and compliance, working with Legal, Risk and Information Security teams to ensure safe and ethical data management.
• Promote standardisation and reusability, developing global templates, components and best practices to ensure efficiency and consistency.
• Deliver executive-level updates and strategic insights to senior stakeholders and governance forums.
• Facilitate alignment between IT, business and Salesforce partners, ensuring collaboration, transparency and continuous feedback.
• Support and shape training, communications and change management initiatives to enhance user confidence and engagement.
• Define and monitor key performance indicators to measure platform success, adoption and value creation.
• Contribute to Howden’s global digital transformation strategy, ensuring Salesforce plays an integral role in achieving enterprise goals.
• Manage vendor and consulting relationships, ensuring external partners deliver against agreed outcomes and add lasting value.

Knowledge, Skills and Experience

• 10+ years’ experience in product management, CRM strategy or enterprise platform delivery.
• Proven experience leading large-scale, global Salesforce implementations, ideally across multiple business units or regions.
• Strong understanding of the Salesforce ecosystem (Sales Cloud, Service Cloud, Experience Cloud).
• Demonstrated success in building relationships with senior stakeholders, influencing decisions and aligning cross-functional teams around shared objectives.
• Experience in governance, compliance and risk management within a CRM or data-driven environment.
• Skilled in Agile delivery, roadmap planning and cross-functional team leadership.
• Exceptional communication and stakeholder management skills, including the ability to engage with executive audiences.
• Strategic thinker with a hands-on, pragmatic approach to problem-solving.
• Ability to translate complex technical concepts into business value and actionable outcomes.
• Comfortable operating in a fast-paced, global and evolving environment.

Why Join Howden

This is a rare opportunity to lead the global CRM vision for a growing, international organisation. You’ll play a central role in shaping how Howden connects with clients worldwide – influencing strategy, guiding technology and enabling business success. If you’re motivated by impact, collaboration and continuous improvement, this role offers the scope and visibility to make a genuine difference.

What do we offer in return?

A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same values as us:

• Our successes have all come from someone brave enough to try something new.
• We support each other in the small everyday moments and the bigger challenges.
• We are determined to make a positive difference at work and beyond.

Reasonable adjustments

We’re committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT and office setups, we can also accommodate other changes such as flexible hours or hybrid working. If you’re excited by this role but have some doubts about whether it’s the right fit for you, send us your application – if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.