Senior Specialist, CRM & Sales Systems Product Owner

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 is responsible for supporting the Loyalty Rocks Reward Program, Oracle Sales Cloud and 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.

Essential Functions:

* Support product roadmaps for tools under responsibility:
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 managers 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.

* 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:
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:
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:
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 managers 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:
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.

Knowledge, Skills & Abilities:

* Scope:
Role is responsible for supporting key business tools/applications that drive success of the Carnival trade sales teams and support engagement/NPS of trade partners. Specialists have relationship responsibilities for key software partners and represents Carnival with high-value brand partners including Oracle and Salesforce.

* Problem solving:
This role involves prioritization of business and technical priorities. Role requires collecting user feedback and performance metrics to support delivery of strategic plans.

* Impact:
Role impacts the North American trade sales organization and daily operations of key functions including portfolio management, email marketing and  website content.

* Leadership:
No direct reports. Strong level of influence and collaboration with colleagues in Trade Sales, Trade Marketing and Carnival IT.

Qualifications:

* 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

* 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 communication…