PURPOSE OF POSITION: Lead the definition and delivery of the CRM product vision and roadmap, equipping frontline teams with integrated systems, reliable data, and optimized workflows to support a unified customer experience. Collaborate closely with frontline leaders and cross‑functional partners to translate customer and business needs into actionable strategies across all touchpoints. ESSENTIAL DUTIES AND RESPONSIBILITIES: Vision, Strategy & Roadmap + Define and own the business vision, strategic priorities, and multi‑quarter roadmap for CRM tooling. + Lead strategic tradeoffs and prioritization decisions across competing frontline and enterprise needs. + Anticipate future business, customer, and operational needs and proactively evolve the CRM roadmap. + Act as the accountable product owner for CRM direction across Sales, Service, Contact Center, and Retail. + Ensure initiatives deliver business value, not just on‑time delivery. + Serve as the primary decision‑maker and escalation point. + Own defined CRM business requirements and contribute to the multi‑quarter roadmap aligned to frontline workflow needs. + Translate business objectives into scoped initiatives within an established CRM tooling strategy. + Partner with stakeholders to refine priorities and sequence roadmap items. + Identify near‑term opportunities to improve frontline effectiveness through CRM enhancements. + Define success metrics and regularly report progress to leadership. + Exercise authority to block or escalate CRM changes degrading frontline workflow without justification. + Exercise authority to block or escalate deployments not completing readiness validation. Requirements, Backlog & Delivery + Drive end‑to‑end requirements ownership, from ambiguous business problems to clearly defined solutions. + Establish standards for requirements quality, definition, and prioritization across CRM initiatives. + Balance tactical delivery with architectural, data, and ecosystem impacts. + Ensure backlog decisions align to long‑term CRM platform strategy, not just near‑term asks. + Translate frontline needs into structured business requirements and user stories, anticipating downstream impacts of changes. + Manage the CRM enhancement backlog, ensuring clear acceptance criteria and delivery readiness. + Partner with engineering and delivery teams to clarify scope and support sprint execution. + Validate that delivered enhancements meet defined requirements and frontline needs. Data, Integration & Insights Enablement + Own CRM data standards, business rules, and success metrics across customer and interaction data. + Define complex data and integration requirements spanning CRM, upstream/downstream systems, and analytics platforms. + Ensure CRM data is trusted, actionable, and supports enterprise‑level customer experience measurement. + Gather and document business definitions, data needs, and success criteria for CRM features. + Define customer data and interaction history requirements in partnership with D&A teams. + Partner with Customer Intelligence and D&A to align insight outputs across ecosystems. + Participate in data quality discussions and validate outputs against business expectations. + Ensure CRM enhancements support reporting and frontline insight needs. Change Management & Ecosystem Oversight + Lead stakeholder alignment and decision‑making across business, technology, and data teams. + Maintain a comprehensive view of the CRM ecosystem, mapping systems, flows, dependencies, and ownership. + Own change strategy for CRM releases, ensuring adoption, readiness, and measurable frontline impact. + Manage relationships with key business stakeholders and communicate roadmap updates and release details. + Coordinate with Contact Center and Retail teams to gather feedback and support rollout activities. + Maintain documentation of CRM‑related systems, workflows, and dependencies. + Identify cross-functional stakeholders, ensuring no dependencies are missed in scoping or deployment. + Partner with the CTO to scope, validate, deploy, and QA CRM updates with technical readiness. + Support change management activities tied to CRM enhancements. COMPETENCIES: + ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve. + BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI's Code of Conduct for Employees - the Basic Principles. + COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances. + Strong cross functional collaboration skills, with the ability to build trust, work effectively at all levels of the organization, and develop relationships that support key