CRM & Sales Technology Product Senior Specialist

Overview

The CRM & Sales Systems Product Owner Senior Specialist is responsible for platforms and technical tools to support trade sales channel growth, efficiency and partner engagement/NPS. The role supports the Customer Relationship Management system (Oracle Sales Cloud), Travel Advisor Booking Reward/Points Program, and email marketing system (Salesforce Marketing Cloud) and also has responsibility for supporting launch and adoption of new/additional sales enablement tools as determined by leadership in the future.

A critical component of this position is the research, implementation, integration, and continuous improvement of current and potential future CRM systems to ensure alignment with business goals and user adoption.

• Support product roadmaps for tools under responsibility
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  Responsible for working with vendors to implement vision for the tools and programs under management. Leverages input from sales team and travel agent customers to refine roadmap to ensure products are meeting customer priorities. Works with teams to provide business input and review product development across technical development, customer training, documentation needs, etc. Supports manager to oversee the implementation of features within the applications (ie Oracle Sales Cloud), including end to end user acceptance testing (UAT) testing to validate reporting accuracy and expected functional behavior.

• Lead research, scoping and implementation for potential new CRM tool
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  Responsible for working with vendor and internal IT teams to evaluate potential vendors, scope and size project and guide implementation with vendor for potential new CRM system for trade sales organization. Act as liaison between IT and the business to gather requirements, prioritize tradeoffs, finalize design and create/support an implementation plan that drives adoption and business growth.

• Coordinates Carnival IT development needs and prioritization: Works with Carnival IT as needed to deliver on product roadmaps including single sign-on efforts, integration with Carnival apps, testing etc. Acts as primary liaison with both DTS and Mainframe IT teams when needed to ensure that Sales and Trade Marketing customer business needs are accurately represented in the IT development cycle.

• Supports Overflow efforts for GoCCL Scrum Teams
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  Supports Sales Enablement team colleagues as needed during peak efforts for  development to support overflow efforts for 3 GoCCL scrum teams and their roadmap and product pipeline. Responsibilities may include representing business team in Scrum meetings, providing input on requirements gathering, participating in roadmap discussions etc.

• Develop and maintain documentation and user training materials
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  Provides content to support end-user training to ensure adoption + policies/procedures and technical detailed designs as needed. Delivers end-user training to sales team as needed to drive adoption.

• Key contact for vendor relationships
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  Provides inputs on system performance, customer engagement etc. to guide vendor negotiations, supports system issue resolution with relevant vendors/partners, works with vendors to deliver program expansion needs, supports manager in collecting new vendor research as needed. Acts as Carnival's voice in day-to-day vendor discussions, status meetings etc to ensure Carnival is well represented.

• Budget support
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  Provides invoice tracking and monitors spending for all tools under their supervision. Responsible for invoice accuracy (eg reward points) and for managing to/below assigned budget each year.

• Performs other duties as assigned

• Bachelors degree in MIS, Business, Computer Science or related field.

• 5+ years experience

• IT management and Business Analysis skills

• Experience working in a business/product owner role

• Experience in product management/product ownership for well-known CRM tool (Salesforce preferred)

• Vendor management experience with large/complex brands

• Expert project management skills

• Ability to handle multiple tasks, meet deadlines, and focus on detailed projects for extended periods of time

• Excellent verbal and written…