Job Title: Head of Product: CRM
Experience: 10+ Years
Location: Hybrid / Remote, depending on business requirements
Salary: Competitive as per industry standards
About Optimiser
Optimiser is a rapidly growing SaaS company offering innovative platforms including Optimiser CRM and Optimiser Touchpoint, designed to streamline operations, improve engagement and drive measurable results for businesses across industries. With a strong footprint in various industries, we pride ourselves on delivering highly configurable solutions tailored to each client’s needs.
About the Role
Optimiser CRM is an all-in-one robust platform which lets you manage and make intelligent decisions about your business for growth. It’s fully customisable, user friendly with comprehensive suite of features that help businesses of all sizes within diverse industries.
We are looking for a commercially minded and technically aware Head of Product to lead the continued development, enhancement and scaling of Optimiser CRM. This is a senior leadership role for someone who can take ownership of the product roadmap, translate business and client requirements into clear product specifications, work closely with development teams, and ensure that Optimiser continues to evolve as a market-leading CRM platform for various industries.
The successful candidate will be responsible for shaping the product vision, improving existing modules, identifying new feature opportunities, managing priorities, and ensuring product delivery is aligned with client needs, commercial goals, operational usability and technical feasibility
Key Responsibilities
Product Strategy and Vision
- Own and drive the overall product strategy for Optimiser CRM.
- Develop and maintain a clear product roadmap aligned with business objectives, client requirements and hospitality market trends.
- Identify opportunities to enhance Optimiser’s competitive position in the CRM market.
- Translate the company’s commercial vision into practical product development plans.
- Ensure the platform remains scalable, user-friendly, commercially relevant and technically robust.
Product Roadmap and Prioritisation
- Create, maintain and communicate the product roadmap across internal teams.
- Prioritise product initiatives based on client impact, revenue opportunity, operational importance, technical effort and strategic value.
- Balance short-term client requirements with long-term product scalability.
- Define MVPs, phased releases and future enhancement plans.
- Ensure development priorities are clearly documented and agreed with stakeholders.
Requirements Gathering and Documentation
- Work closely with clients, sales, support, implementation, project management and technical teams to gather requirements.
- Convert business requirements into clear BRDs, FRDs, user stories, workflows and acceptance criteria.
- Create detailed product specifications for new features and enhancements.
- Ensure developers have clear, complete and practical requirements before work begins.
- Maintain product documentation, release notes and internal knowledge materials.
Product Development Leadership
- Act as the bridge between business, clients and the technical development team.
- Lead product discussions with developers, designers, QA testers and project managers.
- Review wireframes, workflows, prototypes and development outputs.
- Ensure new features are delivered to the required quality, usability and business standard. Monitor progress of product development and remove blockers where required.
Client and Market Understanding
- Engage with clients and prospects to understand operational challenges and product needs.
- Gather feedback from users and convert this into product improvements.
- Understand hotel sales, revenue, events, groups, corporate accounts, CRM, marketing and PMS integration workflows.
- Monitor competitor products and market trends in CRM technology.
- Identify product gaps and recommend enhancements to strengthen Optimiser’s market position.
Product Quality and User Experience
- Ensure Optimiser CRM is intuitive, efficient and practical for users.
- Review product journeys to reduce unnecessary clicks, duplication and operational friction.
- Work with UI/UX resources to improve usability and consistency across the platform.
- Ensure each feature is tested against real business scenarios before release.
- Promote a high standard of product quality, reliability and performance
Integrations and Technical Coordination
- Work with technical teams on integrations with systems such as PMS, booking engines, email platforms, calendar tools, and other APIs.
- Understand integration requirements at a functional level and ensure business logic is clearly defined.
- Ensure product design considers data flow, data ownership, permissions, audit trail and system performance.
Stakeholder Management
- Work closely with the Founder/CEO and leadership team on strategic product decisions.
- Collaborate with sales and client success teams to support demos, proposals and client conversations where required.
- Support project managers and implementation teams with product clarity during client onboarding.
- Communicate product updates, priorities and timelines clearly to internal teams.
- Manage expectations with stakeholders where priorities, scope or timelines change.
Product Performance and Continuous Improvement
- Define and monitor product success metrics, such as adoption, usage, client satisfaction, support tickets, feature engagement and renewal impact.
- Review feedback from support, implementation and client success teams to identify recurring issues.
- Recommend improvements to reduce support dependency and improve client self-service.
- Ensure product decisions are based on a combination of client feedback, commercial value and data insights.
Required Experience
- Proven experience in a senior product role, preferably as Product Manager, Senior Product Manager, Head of Product or similar.
- Experience working on SaaS platforms, CRM systems, hospitality technology, travel technology or enterprise software.
- Strong understanding of product development lifecycle from concept to release.
- Experience writing BRDs, FRDs, user stories, workflows and acceptance criteria.
- Experience working closely with software developers, QA teams and UI/UX designers.
- Ability to understand complex business requirements and convert them into practical product solutions.
- Experience managing product roadmaps and prioritising competing requirements.
- Strong stakeholder management and communication skills.
- Commercial awareness and ability to balance client needs with business objectives.
Desirable Experience
- Experience in hospitality, hotel sales, revenue management, events, groups, MICE or hotel CRM systems.
- Knowledge of PMS systems such as Opera, Opera Cloud or OHIP.
- Experience with CRM platforms for charity or membership organisations.
- Understanding of APIs, integrations, data flows and system architecture at a functional level.
- Experience of working with enterprise clients.
- Experience working with offshore or distributed development teams.
- Experience supporting product demos, client workshops or implementation projects.
- Familiarity with agile development methodologies.
Key Skills and Competencies
- Strong product ownership and leadership skills.
- Comfortable using AI tools to improve product documentation, workflow design, research, competitor analysis, testing scenarios and internal productivity.
- Excellent analytical and problem-solving ability.
- Strong business process understanding.
- Ability to write clear and detailed product documentation.
- Commercially focused and client-oriented.
- Strong communication and presentation skills.
- Ability to challenge, prioritise and make decisions.
- High attention to detail
- Ability to work under pressure and manage multiple priorities.
- Practical understanding of technology without needing to be hands-on developer.
- Strong sense of ownership and accountability.
Personal Attributes
- Entrepreneurial mindset.
- Hands-on and proactive approach.
- Comfortable working in a growing business environment.
- Able to work with ambiguity and create structure.
- Passionate about building high-quality software products.
- Confident engaging with both technical and non-technical stakeholders.
- Strong interest in hospitality technology and client success.
- Willing to take ownership and drive outcomes from idea through to delivery.
Benefits
- Work with a leading hospitality-focused CRM with deep PMS integrations
- Exposure to international hotel groups and cutting-edge technology
- Opportunity to directly impact client success and product evolution
- Fast-paced, collaborative, and growth-oriented environment
Benefits:
- Leave encashment
- Paid sick time
- Provident Fund
- Work from home
Application Question(s):
- What is your current CTC per annum?
- What is your expected CTC per annum?
- What is your notice period? (in days). Please mention your last working day if you have already resigned.
- Have you worked on any CRM product? This is a mandatory requirement. Please elaborate about the project and your role in it.
- How many years of experience do you have?
Language:
- English (Required)
- Hindi (Required)
Work Location: Remote
