Product Lead CRM

**We are delighted that you want to be part of our team**
**About MetaIT North America**
**About our customer**
A world leader in gases, technologies and services for Industry and Health, Air Liquide is present in 75 countries with approximately 66,400 employees and serves more than 3.8 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy.
**How’d the process work?**
An interview with MetaIT’s HR team, your future Manager here at Meta, a technical assessment and in case approved, a final interview directly with Air Liquide’s team.
**Position Summary**
The Product Lead’s mission is to develop and execute the CRM products roadmap in the Americas hub, ensuring the consistency between the business practices & processes and the underlying IT solutions.
The Product Lead supervises the CRM enhancement and run support and, as such, manages a pool of internal developers. He/She is also the key contact point of the AMS support team, and coordinates with various IT resources needed for successful implementation of business needs.
**About the Job Title**:
- To act as a representative of all those involved in the project, being responsible for product management in any area of a company;
- Develop product strategies with senior management;
- Communicate and engage stakeholders on an ongoing basis;
- Build the roadmap or set of objectives with the perspective of product evolution, moving beyond the company's strategy;
- Develop a prioritized backlog based on the roadmap and continuously optimize actions;
- Determine the priority of team tasks, maximizing the value of the product being developed by the team with a focus on delivering value;
- Collect and analyze indicators and product data to influence decision making.
- Build an agile organizational culture with your team, peers and stakeholders;
- Capture insights to resolve demands with teams, peers and leadership levels.
- To be a technical reference for the product team.
**Responsibilities**:
Reporting to the Digital Experience manager, within the Digital & IT Americas hub team, the Product Lead’s
primary duties and responsibilities will be to:
- Develop and perform the execution of the Digital & IT CRM products roadmap in the Americas
hub
- Collaborate with the business lines in the definition of business requirements and ensure scope
of work and business cases are clearly defined within their projects
- Benchmark CRM solutions to propose the ones most adapted to the business needs
- Ensure that IT resources (people, costs, systems, hardware) are aligned with business needs
- Act as the liaison between business owners, PMO and various IT stakeholders for successful
implementation of the business needs
- Manage the run and enhancement support of Salesforce activities and optimize the backlog:
- Managing a pool of internal developers,
- Be the primary contact point for the AMS support partner, ensuring SLAs and KPIs quality
criterias are met,
- Analyze and recommend prioritization, and organize into tasks with the Technical
Leads/Sr. Developers,
- Ensure timeline of execution,
- Lead critical issues to resolution,
- Assesses criticality of existing business needs and any new business needs requiring IT
solution development and evolution, manages the realization of the functional
requirements and validates the requested development, before user acceptance,
procedures, and updating documentation,
- Lead the review meetings with the business owners and the support teams (backlog,
KPIs, roadmap ) and perform follow-ups.
- Update the Salesforce Americas governance framework in coordination with the business owners
- Ensure the compilation of functional design documents and the ‘User stories’ for all
enhancements and projects
- Drive IT innovation, best practices, and cost efficiencies to improve the financial and operational
performance of the business operations
- Process improvement: Works with his/her team as well as with cross-functional teams to
continuously improve work processes. Continuously analyzes the functioning of the activity,
identifies causes of dysfunctions and proposes corrective measures accordingly
- Maintain an excellent relationship with key business stakeholders
- Empower all users by creating a community of practice.
One of the first main assignments will be to manage the Salesforce Industrial Brazil product, leading its
technical analysis, ensuring the quality of its run support and building its roadmap with the business
owner and the Customer Experience manager.
**Requirements**:
- Fluent in English and in Portuguese
- Bachelor’s degree in Computer Science, MIS, Business, or a related discipline
- 4+ years experience in two of the three areas: Business/Operations, IT, or Project Management
- Experience in managing support teams, strong appetite in Agile management
**General Requirements and Knowledge**
- Customer-oriented and servic

---