Product Owner – CRM is responsible for the definition, design and delivery of CRM strategy, roadmap and projects that help achieve tangible outcomes. The role will require a mix of strong product management, strategy definition, CRM and airline domain expertise; with proven stakeholder management skills and a track record of successful delivery on projects. Reporting into Product Manager – Customer Data, the role will ensure alignment of their roadmap with other streams in the digital programme to deliver a consistent portfolio strategy and maximize benefits.

The ideal candidate would be a thought leader within Etihad Aviation Group, working with business stakeholders (up to VP and Chief levels) to craft the group-wide CRM strategy fulfilling needs of various business areas and prioritizing features for delivery. The candidate must be able to bridge between strategy to project delivery, have excellent communication and presentation skills, along with the ability to plan meaningful phased adoption of the strategy.


SPECIFIC RESPONSIBILITIES

Design and develop group-wide CRM strategy, roadmap and success indicators with inputs from internal stakeholders; ensuring presentation of strategy and approval from management teams.
Lead market research, domain research, data analysis and insights to drive the product roadmap.
Establish, manage and maintain effective relationships with internal and external stakeholders positioning as the CRM thought leader, working to achieve business outcomes and benefits, along with stakeholder alignment.
Own translation of CRM strategy into projects, working with technology teams by leading creation of business cases and projects.
For projects in execution, lead change management and adoption activities to ensure benefits realization; along with a continuous review of the product backlog.
Drive RFP/RFI process for vendor evaluation or procurement of capabilities, in line with the product strategy and governance processes; driving specific requirements, evaluation metrics, timelines and stakeholder engagement.
Own risk management and mitigation for the CRM strategy. Ensure thorough understanding of potential risks, assumptions and dependencies across the programme; and with other projects within the organization.
Evaluate gaps in capabilities, data or partners required to deliver product strategies, and provide recommendations to deliver against them
Manage budget planning, tracking and optimization for the CRM stream.

EDUCATION & EXPERIENCE

Essential - University Degree with 5+ years of relevant work experience in product design and management
Essential – 3+ years of experience developing consumer engagement or CRM strategies
Essential – CRM implementation in large organizations
Preferable – Previous airline experience
Preferable - Change Management and Innovation (e.g. Design Thinking)
Preferable - Technology background ideally in travel technology
Preferable - Agile specific knowledge and delivery experience