Product Owner (Customer Experience & CRM)

We are a leading real estate company with operations spanning property development, sales, leasing, property management, maintenance, housekeeping, security, and customer services. As part of our digital transformation journey, we are seeking a Product Owner (Customer Experience & CRM) to lead the evolution of our Salesforce platform and customer engagement ecosystem. This role will be responsible for shaping and delivering CRM capabilities that enhance customer experience, improve operational efficiency, and support business growth across the entire customer lifecycle.

This role requires a combination of product ownership, business analysis, change management, and customer experience expertise.

Key responsibilities

Product ownership & roadmap management

• Define, maintain, and communicate the product vision and roadmap for CRM and customer experience initiatives.
• Own and prioritize the product backlog based on business value, customer impact, and strategic goals.
• Translate business requirements into clear user stories and functional specifications.
• Coordinate platform enhancements, releases, and continuous improvement initiatives.
• Ensure delivery of solutions that create measurable business value.

Customer journey & experience management

• Design, map, and optimize end-to-end customer journeys across all business lines.
• Ensure seamless customer experiences throughout the lifecycle—from lead generation and sales to leasing, tenant services, maintenance requests, and customer retention.
• Identify customer pain points and opportunities for process improvement, automation, and digitalization.
• Champion a customer-centric mindset across the organization.

Salesforce product leadership

• Lead Salesforce implementation, enhancement, and adoption initiatives.
• Collaborate with implementation partners and vendors to deliver scalable and effective solutions.
• Ensure CRM capabilities align with business needs and long-term strategic objectives.
• Establish and promote best practices related to CRM governance, user adoption, and data quality.

Data, insights & performance

• Define KPIs and success metrics for CRM and customer experience initiatives.
• Monitor customer engagement, conversion, satisfaction, service quality, and retention indicators.
• Support the development of dashboards and reporting capabilities.
• Leverage customer insights and data analytics to drive continuous improvement and informed decision-making.

• Bachelor's degree in a relevant field.
• Minimum 5 years of experience in Product Ownership, CRM Management, Business Analysis, Customer Experience, or Digital Transformation roles.
• Hands-on experience with CRM platforms; Salesforce experience is preferred.
• Strong understanding of customer journey design, process optimization, and customer-centric operating models.
• Proven track record of delivering cross-functional projects involving both business and technology stakeholders.
• Strong analytical and problem-solving capabilities.