Product Manager, CRM

3 months ago

Edmonton, Canada MacEwan University Full time

PRODUCT MANAGER, CRM (INTERNAL ONLY)

**INFORMATION TECHNOLOGY SERVICES**

**Competition No.** 24.09.264

**CATEGORY**

**SALARY**

**CLOSING DATE**
- Full-Time Continuing (35 hours per week)
MSA Band G (Steps 1-8): $38.137 - $55.475 per hour. $69,410 - $100,964 per annum (Based on 35 hours per week).
September 12, 2024**About Us**:

- MacEwan University is where caring faculty help people connect their passions to their future paths. Located in the heart of Edmonton's diverse and dynamic downtown community, and on the traditional lands of Treaty 6 First Nations and homelands of the Métis people, MacEwan is known for exceptional undergraduate learning. With its dedication to teaching excellence, informed by scholarly research, innovation, and creative activity, MacEwan provides an exceptional collaborative and supportive learning environment with a commitment to human rights, environmental sustainability, and opportunities for community engagement. We are committed to creating an equitable, diverse, inclusive, and welcoming community for all peoples, cultures, and identities.

Our comprehensive undergraduate university offers 59 programs to more than 18,000 full
- and part-time students in business, communications, community and human services, design, fine and performing arts, health, humanities, natural science, nursing, public safety, and social science. Through a wide array of experiential learning opportunities, and strategic relationships in the community, we partner with others to produce graduates of stature. Along with a robust grounding in their chosen disciplines, MacEwan students are given durable life skills that prepare them to take on the world.**Opportunity**:
MacEwan University is seeking a Product Manager, CRM for a full-time continuing opportunity with the university’s enterprise CRM. The Product Manager acts as the owner of the CRM platform for the entire university. In this role, the product manager consults with all the various faculties, schools, departments and units that may have client relationship management needs. The focus of the university CRM is on managing the student relationship, but other client relationships, such as employees or external parties, will likely become a factor as the use of the CRM is expanded across the university.

As a Product Manager, you will develop and communicate a vision for the use of CRM at the university, and the value it brings. You will drive the strategic direction and development of the CRM throughout the product lifecycle. You are passionate about the user experience, and you are the voice of the end users with the university leadership and the product vendor. You define product roadmaps for development and enhancement, you consult with the wider university community to discover unmet client relationship management needs, and you advise on prioritizing rollout of additional features and upgrades.

**This opportunity is for internal applicants only.**

Key responsibilities include:

- Meeting with clients to determine product requirements. Gathering and documenting customer requirements, including identifying customer needs, and the larger business objectives that the product will fulfill, or the business gap that is to be addressed;
- Understanding the customer experience to create and determine current and potential future requirements. Learning and understanding the assigned faculties and administrative departments: their goals, operational needs, and challenges;
- Communicating ITS plans and programs to faculty and administrative department leadership, including status and emerging issues;
- Proposing and persuading stakeholders to think about technology in new ways in order to move the organization toward IT's new direction;
- Meeting with product end users on a regular basis to understand changing user needs, matching various needs with core data definitions and the proper operation of the product, and coordinating alignment with various end-user functional teams and the product vision;
- Defining and being accountable for product goals and metrics; articulating what success looks like for a product and rallies project team members to turn that vision into a reality;
- Maintaining a broader focus on the entire lifecycle of a product, from conception to launch and beyond, but may not necessarily possess deep technical expertise;
- Keeping up to date on changes anticipated with the technology product (e.g. what is MS introducing), including the timing, impact on the business operation(s) that use the product, and determining if any business processes need to be modified or what other considerations need to be considered and planned for; and
- Building and supporting product roadmaps (i.e., to capture and outline expected outcomes of enhancements, success measures) to meet business objectives and goals; tracking, reviewing and evaluating the results of enhancements and changes through measures defined in the roadmap and correcting im

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