Lead Product Manager - Salesforce CRM & Contact Centre

What you'll do

Job purpose

We are seeking an experienced Lead Product Manager to own the product strategy, vision and roadmap across a major CRM and Customer Service Transformation programme.

The role will cover the end-to-end customer service technology landscape, including Salesforce Service Cloud, Voice, IVR, call routing, Workforce Management (WFM), customer service automation and AI-enabled capabilities.

You will provide strong client-side product leadership, working across business stakeholders, technology teams and system integration partners to drive product priorities, improve customer and colleague experience and deliver measurable business outcomes.

Key responsibilities
- Own the product strategy, roadmap and backlog across CRM and Contact Centre capabilities.
- Lead product discovery and shape customer and agent journeys across voice, digital and self-service channels.
- Drive product direction across Salesforce Service Cloud, Genesys, Voice, IVR, call routing and Workforce Management.
- Oversee integration across CRM, telephony, customer data and wider operational systems.
- Drive automation and AI-enabled customer service capabilities, including potential Salesforce Agentforce adoption.
- Lead prioritisation and product decision-making across multiple Agile squads.
- Manage and challenge system integration partners while retaining client-side ownership of product direction and outcomes.
- Define product KPIs, measure benefits and drive continuous improvement.
- Lead and coach Product Owners and multidisciplinary teams.
Essential experience and skills
- Extensive experience as a Senior or Lead Product Manager within a complex enterprise environment.
- Mandatory: Strong Salesforce Service Cloud product management experience.
- Proven ownership of product strategy, roadmaps, discovery and prioritisation across multiple Agile squads.
- Strong CRM and Contact Centre domain experience.
- Experience with enterprise contact centre platforms.
- Understanding of Voice, IVR, call routing and Workforce Management (WFM).
- Experience integrating CRM and contact centre technologies.
- Exposure to AI-enabled customer service and automation, ideally Salesforce Agentforce.
- Strong stakeholder management and experience leading system integrators and technology delivery partners.