Role Summary
We are looking for a high-ownership CRM Product Manager to build, scale, and optimise the CRM
ecosystem across the organisation. This role is critical in enabling our sales, marketing, and service teams
to operate with efficiency, visibility, and automation.
Why This Role Matters
The CRM is the backbone of our customer lifecycle. Your work will directly impact:
• Lead conversion & funnel velocity
• Customer satisfaction & support efficiency
• Sales productivity & decision-making
• Cross-team process standardisation
Key Responsibilities
• Define and drive the CRM product roadmap aligned with business goals.
• Build scalable workflows, rules, and automation across teams.
• Gather requirements and create BRD/FSD, user journeys, and process flows.
• Collaborate with Engineering, QA, UI/UX, and cross-functional leaders.
• Own release planning: sprints, grooming, UAT, documentation.
• Manage integrations: ERP, telephony, WhatsApp, email, APIs, etc.
• Enable user adoption through training, demos, SOPs, and adoption metrics.
• Track CRM performance dashboards: funnels, usage metrics, KPI trends.
• Regularly evaluate user feedback and recommend product improvements.
Must-Have Skills
• Proven experience in CRM Product Management (SaaS/ERP preferred)
• Deep understanding of sales, marketing, support operations
• Proficiency in feature documentation, BRDs/FSDs, process mapping
• Working knowledge of Agile/Scrum methodologies
• Hands-on with workflows, automations, and API-based integrations
• Excellent communication, stakeholder coordination, and problem-solving abilities
Nice-to-Have Skills
• Experience with ERP modules
• Knowledge of APIs, Postman, webhook-based integrations
• Background in analytics, dashboards, or reporting tools
• Exposure to customer experience or CRM optimisation projects written communication skills
