Product Manager, CRM/Retention

We are seeking a CRM Product Manager to lead the strategy, integration, and ongoing optimisation of our CRM platforms, primarily across Salesforce Marketing Cloud and Sales Cloud. This role is a key addition to the Digital team, focused on designing and delivering seamless lifecycle journeys across acquisition, engagement, and rebooking touchpoints.

The CRM Product Manager will be responsible for shaping our CRM capability roadmap, managing the product backlog, and collaborating with stakeholders across Digital, Commercial, CRM, and Technology. This role requires a blend of product thinking, platform knowledge, and a data-led approach to driving customer value

Key Responsibilities:

Define, prioritise and manage the CRM product roadmap across Salesforce Sales Cloud, Marketing Cloud, and loyalty integration touchpoints.

Gather requirements from internal stakeholders across Commercial, CRM, and Digital teams to shape prioritised backlog.

Work closely with Marketing and Loyalty teams to deliver customer segmentation, lifecycle journeys, and campaign enablement tools.

Act as product lead for CRM capability enhancements, overseeing platform integration work with Salesforce engineering partners.

Monitor CRM campaign performance and develop KPIs to assess impact on retention and rebooking.

Collaborate with CRM and analytics/data teams to implement and validate Salesforce event tracking in GA4 and other analytics platforms.

Champion guest data quality and customer experience across all CRM touchpoints.

Maintain clear documentation, workflows, and CRM process definitions via Confluence or similar systems.

Contribute to data privacy, consent management, and regulatory compliance initiatives in collaboration with Legal and InfoSec.

5+ years of experience in product management or Salesforce-focused CRM roles.

Hands-on familiarity with Salesforce Marketing Cloud and Sales Cloud; experience working with CRM teams and email marketing operations.

Strong understanding of digital lifecycle journeys, guest segmentation, and campaign metrics.

Proven experience delivering end-to-end CRM features, from requirements gathering through QA and deployment

Experience working with Salesforce developers and third-party integration partners.

Background in Agile delivery with strong prioritisation and backlog management skills.

Comfortable working across cross-functional teams (UX, Engineering, Data, Commercial, CRM).

Personal Attributes/Behavioral Competencies

Strong communication and stakeholder engagement skills across technical and commercial teams.

Analytical mindset with a passion for user insight, journey optimisation, and performance tracking.

Highly organised, with the ability to manage competing priorities in a fast-paced, delivery-focused environment.

Collaborative and solution-oriented, with a proactive mindset and ownership mentality.

Excited to contribute to a growing team and shape HX's CRM maturity as part of a digital transformation programme.