job description
Join Pos Malaysia as a CX & CRM Product Owner in the vibrant setting of Bali and lead the transformation of our customer experience and CRM platforms. In this pivotal role, you will drive the strategic vision for our customer engagement tools, ensuring seamless, personalized interactions that elevate satisfaction and operational efficiency.
As the bridge between business stakeholders, IT teams, and end-users, you will champion data-driven decisions to optimize CRM workflows, automate processes, and deliver measurable business value. Your expertise will shape the future of how we connect with customers, leveraging cutting-edge technologies to create intuitive, scalable solutions.
This is a unique opportunity to work in a dynamic, multicultural environment while contributing to a company at the forefront of logistics and digital innovation. If you are passionate about customer-centric product development and thrive in collaborative, agile settings, we want to hear from you.
Responsibility
- Define and execute the product roadmap for CRM and CX platforms, aligning with business goals and customer needs.
- Collaborate with cross-functional teams (IT, marketing, sales) to gather requirements and prioritize features that enhance customer engagement.
- Oversee the end-to-end product lifecycle, from ideation to deployment, ensuring timely delivery and high-quality outputs.
- Analyze customer data and feedback to identify pain points and opportunities for improving CRM workflows and user experience.
- Work closely with developers and UX designers to translate business needs into technical specifications and intuitive interfaces.
- Monitor KPIs (e.g., customer satisfaction, retention, conversion rates) and optimize platform performance based on insights.
- Stay ahead of industry trends in CRM, CX, and digital transformation to recommend innovative solutions.
- Ensure compliance with data privacy regulations (e.g., GDPR, local laws) and company policies.
Qualifications
- Bachelor’s degree in Business, Computer Science, IT, or a related field; Master’s degree is a plus.
- Minimum 5 years of experience as a Product Owner, Product Manager, or similar role, with a focus on CRM/CX platforms (e.g., Salesforce, HubSpot, Zoho).
- Proven track record of managing CRM implementations or enhancements in a large-scale environment.
- Strong understanding of Agile/Scrum methodologies and experience working in cross-functional teams.
- Excellent analytical and problem-solving skills, with the ability to interpret complex data sets.
- Proficiency in SQL, data visualization tools (e.g., Tableau, Power BI), and CRM analytics.
- Exceptional communication and stakeholder management skills to align diverse teams around a shared vision.
- Certifications in CRM platforms (e.g., Salesforce Certified) or product management (e.g., CSPO) are highly desirable.