• Lead Product Manager – Salesforce CRM & Contact Centre

  Location: London – Hybrid, 3 days per week onsite
  Contract: Contract opportunity, Inside IR35

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  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.

   

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