Product Owner - CRM

Product Owner - CRM

6-Month Contract - Inside IR35 - up to £560 per day

London based - up to 2 days a week on site

Insurance sector

Role Overview

We are seeking a highly skilled, experienced, and motivated Product Owner - CRM/D365 to lead the continuous improvement and innovation of our core Customer Relationship Management (CRM) platforms and capabilities, with a particular focus on Microsoft Dynamics 365 (D365). This role is pivotal in supporting the delivery, evolution, and advancement of our CRM strategy, ensuring our business remains at the forefront of customer engagement, operational efficiency, and digital transformation.

You will lead the strategic development and delivery of both internal CRM platform capabilities and business-facing change initiatives. Alongside the Head of Capital Partners Value Stream, you will be responsible for shaping the CRM product vision, managing roadmaps, and ensuring the successful delivery of outcomes that enhance customer value, user experience, and operational effectiveness. You will also be responsible for ensuring all supporting CRM systems and applications are operational, secure, and fit for purpose.

Key Responsibilities

Product Vision & Strategy

CRM Product Vision & Strategy: Partner with the Head of Capital Partners Value Stream to maximise the value delivered by CRM squad, focusing on Microsoft Dynamics 365. Identify and prioritise initiatives that address business needs and deliver the greatest impact for customer engagement and operational efficiency.

Continuous Improvement: Lead the ongoing enhancement of CRM services, capabilities, and applications-driving efficiency, scalability, and reliability. Champion automation, integration, and innovation to improve user experience and adoption of D365.

Data-Driven Approach: Ensure new CRM features, products, or services are designed with data in mind, supporting operational MI/analytics and future AI/ML use cases. Embed "Data Product" thinking in all CRM change initiatives.

Delivery Execution & Product Owner Chapter Leadership

• Flow and Agile Methodologies: Focus more on agile principles over agile processes/methodologies. Support your squad's preference in ways of working and help them to self-organise around CRM work. Ensure you manage the product backlog, facilitate planning, ruthlessly prioritise and focus on valuable work, minimise WIP, help the squad avoid over committing, and drive progress towards product goals at a sustainable pace.
• Innovation: Explore and evaluate new CRM technologies, integrations, and approaches to enhance platform capabilities and speed to market. Encourage experimentation and continuous learning within the team.
• Communication & Collaboration: Effectively communicate product vision, roadmap, and progress to stakeholders at all levels of the organization. Ensure stakeholders are fully engaged with change initiatives and are providing constant and fast feedback. Make sure you are available and present to the squad to enable the smooth flow of work items and rapid answers to their questions.
• DevOps Maturity: Support the maturity of the DevOps practices for your squad - paying attention to DORA metrics - in particular Deployment Frequency, Lead Time for Changes, Change Failure Rate and Mean Time to Restore (MTTR).

Stakeholder Management & Governance

• Stakeholder Management: Build and maintain strong relationships with key stakeholders across our various business teams (including underwriting, investor relations and business development) and external vendors to ensure alignment and effective collaboration.
• Risk Management & Compliance: Identify and mitigate technical risks/debt within CRM platforms. Ensure compliance with security, governance, and regulatory standards (e.g., GDPR, operational resilience). Align with solution architects to embed security by design in all CRM product approaches.

The successful candidate will be a skilled and highly motivated Product Owner with strong business acumen and deep experience in CRM, particularly Microsoft Dynamics 365. They must be able to ruthlessly prioritise, maintain focus, and communicate complex CRM concepts to both technical and non-technical audiences. Experience in agile and lean environments, and a proven track record of delivering CRM change initiatives, are essential.

Main experience required is:

• 4+ years as a Product Owner or similar role, with significant experience in CRM/D365 environments.
• Demonstrated success in delivering complex CRM change initiatives with high levels of uncertainty.
• Excellent communication, facilitation, and interpersonal skills, with the ability to collaborate with diverse stakeholders and be the "go to" person for CRM matters.
• Proven ability to engage and motivate engineering teams, fostering a positive and collaborative work environment.
• Strong understanding of agile principles, lean delivery, and CRM best practices.
• Experience tracking success and adoption of CRM changes, measuring outcomes, usability, customer satisfaction, and overall success.
• Financial acumen-able to build business cases and understand ROI for CRM investments.
• Experience creating and tracking clear and concise OKRs.

Disclaimer:

This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission. Where the role is marked as Outside IR35 in the advertisement this is subject to receipt of a final Status Determination Statement from the end Client and may be subject to change.