Director, Global Business Product Owner (BPO) – CXM Transformation, Marketing Experience

Role Summary

Director, Global Business Product Owner (BPO) – CXM Transformation, Marketing Experience. Strategic leader responsible for defining, prioritizing, and managing the business requirements and features of the CRM platform for the marketing experience area within a large-scale transformation initiative. Ensures CRM aligns with global objectives, drives customer engagement, and delivers measurable value.

Responsibilities

• Develop and maintain the global product vision, roadmap, and backlog for CRM capabilities, ensuring alignment with business goals and delivery of measurable value.
• Translate strategic business needs into detailed requirements, user stories, and acceptance criteria.
• Prioritize features based on business value, technical feasibility, and stakeholder input.
• Act as the primary liaison between Global Business Units, Regional Leadership, IT, and the Program team.
• Lead collaboration with cross-functional teams, including Sales, Marketing, Customer Service, Service & Repair, Professional Relations & Operations.
• Manage expectations, communicate progress, and gather feedback from executive sponsors and key stakeholders.
• Make prioritized decisions, remove roadblocks, and drive timely decisions.
• Gather, analyze, and document business requirements; drive process optimization for scalable CRM operations.
• Lead workshops to elicit detailed requirements and validate solutions.
• Collaborate within an Agile team to ensure timely delivery of capabilities and quality standards.
• Refine the product backlog based on evolving needs and SME feedback.
• Support change management to maximize user adoption and value realization; develop training and communication strategies.
• Collaborate to ensure successful market launches and continuous product lifecycle improvement.
• Define KPIs and success metrics; monitor performance and drive continuous improvement.

Qualifications

• Bachelor’s degree in Business, Information Technology, or related field; Master’s preferred.
• 10+ years in Commercial Operations, CRM product management, Marketing, Business Analytics, or related roles.
• Proven track record leading complex global initiatives and managing product portfolios; global transformation experience highly desired.
• Strong understanding of CRM platforms (e.g., Salesforce, Microsoft Dynamics, SAP CRM) and digital channels.
• Expertise in agile methodologies, product lifecycle management, and stakeholder management; financial and project management proficiency.
• Excellent analytical skills with ability to be detail-oriented while communicating at the executive level.
• Portfolio management experience on cross-functional agile teams preferred.
• Foundational skills in Data Engineering, Cybersecurity, Intelligent Automation and Emerging Technology desirable.
• Strong communication, leadership, and stakeholder engagement skills.
• Approximately 25% travel expected.

Skills

• Strategic Thinking & Visionary Leadership
• Customer-Centric Mindset
• Agile & Scrum Methodologies
• Product Management
• Cross-Functional Collaboration
• Leadership and team collaboration
• Data-Driven Decision Making
• Problem Solving
• Change Management & Influence