Product Owner - Salesforce in Hounslow

Looking for a challenge in one of the world’s largest airfreight logistics organisations? At IAG Cargo we are in the business of moving things. From antibiotics to groundbreaking tech, gold bullion to avocados and everything in between. We move cargo that positively impacts society worldwide. Whatever people need, wherever they are. At IAG Cargo we open the skies and fly the world to bring people the things they really need.

About the role

Reporting directly to one of our Heads of Technology, the Product Owner role has end-to-end accountability for critical technology products within the assigned business area, including Salesforce-based platforms across Sales, Customer Service, and Commercial operations of IAG Cargo. This role acts as a liaison between IT development groups and business units in order to establish a full product roadmap. They will be responsible for the full lifecycle of these technology products, managing the product backlog, timely delivery of features, enhancements and bug fixes and management of associated technology vendors. The Product Owner will liaise with Service Operations and Cyber teams to ensure the ongoing operation of the technology meets service level requirements, both from a functional and non-functional perspective.

What you’ll do

• Technology Accountability: Overall accountability for the entire lifecycle of assigned business area technology products (from design, build through to BAU), including CRM platforms such as Salesforce (e.g. Sales Cloud, Service Cloud), ensuring alignment with enterprise platform strategy.
• Relationship Management: Serve as the main point of contact between business stakeholders, customers, and the development team. Act as the voice of the customer to ensure technology solutions meet their needs effectively and provide clear recommendations to support informed decision-making.
• Business Expertise: Understand the underlying business of the technology product and collaborate with the Product Manager in order to identify product opportunities, shape the vision and define the product roadmap with a strong understanding of CRM-driven processes such as customer management, sales pipelines, and case handling, and their integration with wider enterprise systems and customer data platforms.
• Product Backlog Management: Manage and prioritise the product backlog, ensuring features, user stories, and bug fixes are well-defined with clear acceptance criteria and aligned with business priorities and product roadmap, ensuring optimal use of platform capabilities (e.g. standard vs custom Salesforce functionality).
• Change Delivery: Accountable for the successful delivery of all changes to the product, whether project-driven, small changes, or bug fixes.
• Development Oversight: Lead and participate in all Scrum ceremonies, including sprint planning and retrospectives, collaborating with QA teams to resolve issues before release, ensuring alignment with Salesforce release cycles, platform constraints, and best practices.
• Continuous Improvement: Continuously improve product development processes for better efficiency and communication.
• Quality Assurance: Ensure underlying technology meets performance service levels, identifying areas for improvement and implementing solutions including compliance with internal cyber, architectural, and data standards, as well as relevant industry regulations and policies, and adherence to Salesforce platform governance, data model integrity, and integration standards.
• Product Support: Work closely with Service Operations and support partners, to ensure the day-to-day operations of the product meets operational SLAs and customer expectations, ensuring effective support models for SaaS platforms such as Salesforce, including incident, release, and change management.
• Supplier Management: Act as point of escalation to the vendor, including Salesforce delivery and support partners, for any delivery or operational issues.
• Knowledge Management: Build the internal knowledge base product features, processes, and updates and become the product “subject matter expert”, including platform capabilities, limitations, and roadmap (e.g. Salesforce releases and features).
• Industry Expertise: Monitor industry trends relevant to the product and its customers, including competitor activities, emerging technology and supplier landscape.
• Value Realisation: Define and track product outcomes, ensuring delivery is aligned to measurable business value and strategic outcomes (e.g. adoption, efficiency, revenue impact), not just feature completion.

It's all about you

What you’ll bring to IAG Cargo:

• Demonstrates clear leadership and an ability to influence and persuade across the organisation at senior levels, leading by example and aligning stakeholder groups around a common vision.
• Collaborative, open working, resulting in recognition as a valued partner by colleagues, customers and senior stakeholders across the organisation.
• Sound judgement, attention to detail, solution focused and ability to make effective decisions in a fast-paced environment.
• The ability to communicate complex ideas in a clear, concise manner (verbal and written) across functional and technical departments.
• Ability to work on multiple tasks at any one time, handling conflicting demands, prioritise workload and effectively delegate while maintaining high quality standards.
• High emotional intelligence and solid interpersonal and relationship building skills.
• Strong analytical and product management skills required, including a thorough understanding of how to interpret customer/business needs together with the technology platform road map into manageable product backlog user stories.
• Entrepreneurial self-starter who is self-motivated but also a team player.
• Experience in leading cross-functional teams and motivating them to go the extra mile.
• Advocate of Digital and Agile approaches, drive simplicity and scalability.
• Strong understanding of CRM platforms (preferably Salesforce) and the ability to leverage out‑of‑the‑box capabilities to deliver scalable business solutions.

Skills and Experience:

Essential Experience:

• Proven experience working in agile environments and familiarity with agile lifecycle management tools.
• 2-3 years of experience in a product-focused role, with experience working in the Airline or Logistics Insurance industry.

Desirable Experience:

• Experience with SaaS products and vendors.
• Experience in establishing product teams and ways of working.
• Experience working with Salesforce or similar CRM platforms in a product or delivery capacity.

We’ll treat you right

Wherever you work within IAG Cargo, you’ll play a part in helping us deliver what the world needs and join a diverse and inclusive business that’s making a difference. As well as a competitive salary, bonus, we offer a range of benefits to support our colleagues, which include:

• A hybrid environment with 3 days a week in the office and two from home.
• From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways and group airlines. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.
• Flexible bank holiday policy- Individuals not on shift have the flexibility to swap the statutory public holidays, with the days you choose to take off instead.
• All our colleagues get access to LinkedIn learning and Rosetta Stone Language courses.
• For health and wellbeing we offer a free onsite gym facility as well as access to the UNMIND app and a community of Mental Health First Aiders.
• Access to discounts on Apple, Cinema tickets and loads of other goodies through Perks at work.

Diversity and Inclusion

Our recruitment procedures positively support our diversity and inclusion agenda. All candidates are considered strictly on their merits in relation to the criteria for the role, treated fairly and consistently, and have their individual needs responded to throughout the process.