Senior Product Manager – SugarCRM

🔥 7 hours ago

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Tour Partner Group

WebsiteLinkedInAll Job Openings

201 - 500 employees

🤝 B2B

✈️ Travel

B2B • Travel

Tour Partner Group is a leading B2B Destination Management Company (DMC) that designs and delivers group tours, FIT (fully independent traveler) itineraries and MICE (meetings, incentives, conferences and events) experiences across the UK, Ireland, the Nordics and the Baltics. With 500+ specialists and offices in London, Edinburgh, Dublin, Palma de Mallorca and Copenhagen, the company works with global travel-trade partners to create curated travel experiences and emphasizes responsible travel, ESG and inclusive company culture.

📋 Description

• Own the vision, roadmap, backlog and priorities for SugarCRM, ensuring alignment with commercial and operational objectives. • Understand end-to-end sales, account management, customer service and operational processes, identifying opportunities for improvement. • Work with Business Analysts and stakeholders to translate business needs into prioritised product requirements, user stories and acceptance criteria. • Lead product prioritisation and roadmap planning whilst partnering with PMO and Business Analysts during discovery, delivery and value realisation activities. • Define success measures and use adoption metrics, business data and user feedback to guide future roadmap decisions. • Challenge unnecessary complexity and favour scalable, standard platform capabilities where appropriate. • Balance short-term operational needs with long-term strategic improvements. • Act as the primary business-facing owner of SugarCRM. • Develop strong relationships with commercial, operational and leadership stakeholders. • Facilitate product planning discussions and prioritisation workshops. • Communicate product vision, priorities, constraints and decisions clearly across business and technology teams. • Collaborate with stakeholders to drive process standardisation and continuous improvement. • Champion user needs whilst balancing commercial, operational and technical considerations. • Make day-to-day decisions relating to platform priorities, enhancements, adoption and capability development. • Partner with the Head of Applications to align CRM strategy with wider application, integration, security, data governance and technology roadmaps. • Ensure CRM developments comply with organisational governance, security and data management standards. • Support investment discussions through the identification and evaluation of business value, risks and opportunities. • Own the ongoing optimisation of SugarCRM, including workflows, modules, layouts, fields, user experiences and business processes. • Maintain a strong functional understanding of CRM configuration, security roles, permissions and reporting capabilities. • Improve process consistency, usability and adoption across teams and geographies. • Oversee access controls, security settings and system configuration in line with company policies. • Maintain accurate platform documentation, process guidance and release communications. • Ensure CRM training materials and user support content remain up to date. • Champion accurate, complete and consistent CRM data. • Support and comply with established data governance standards, ownership models and quality controls for CRM data. • Shape reporting and dashboard capabilities that support sales performance, customer management and operational decision-making. • Work closely with data and technology teams to ensure reliable integration with connected applications and reporting platforms. • Assess the impact of CRM changes on integrations, reporting and downstream business processes. • Support investigation and resolution of recurring data quality, integration and platform issues. • Work closely with PMO, Business Analysts, technical teams and external partners to define, refine and deliver product enhancements. • Validate requirements and proposed solutions to ensure alignment with product objectives. • Coordinate CRM releases, upgrades and platform improvements. • Support testing, adoption planning and change management activities. • Ensure enhancements deliver measurable value and improved business outcomes. • Manage relationships with SugarCRM vendors, delivery partners and consultants. • Ensure delivery quality, transparency and value for money. • Support contract renewals, licensing discussions and supplier performance reviews. • Work with external partners to ensure the successful delivery of change initiatives and platform improvements. • Define and monitor KPIs relating to adoption, process efficiency, data quality and business performance. • Measure and communicate the value delivered through CRM enhancements and investments. • Track user satisfaction and platform utilisation. • Use performance data and operational insights to drive future investment and prioritisation decisions. • Regularly report product performance and roadmap progress to key stakeholders.

🎯 Requirements

• Significant experience in a CRM Product Manager, Product Owner, CRM Functional Consultant, Application Manager or similar role. • Experience owning application roadmaps, backlogs and enhancement priorities. • Strong understanding of sales, customer management and CRM-driven business processes. • Practical experience with SugarCRM or a comparable CRM platform. • Strong knowledge of CRM workflows, data structures, reporting, configuration and integrations. • Experience working with business stakeholders, technology teams, project teams and external vendors. • Excellent stakeholder management, communication and influencing skills. • Strong analytical and problem-solving capabilities. • Ability to balance strategic thinking with operational execution.

🏖️ Benefits

• A dynamic and international work environment , collaborating with colleagues from over 20 nationalities . • Familiarisation trips to enhance your first-hand knowledge of our destinations. • A holiday increase with years of service, up to 25 days . • A contribution towards gym membership to promote well-being. • An extra day off on your birthday , because celebrating is important! • One volunteering day per year to support a cause you’re passionate about. • Annual social events to celebrate our shared successes. • TPG Travel Club discounts to explore our destinations in your free time. • The opportunity to become a Value Champion . • A structured development programme with on-the-job training , ensuring you reach your full potential. • A collaborative and supportive team culture where every member is valued. • Opportunities for career progression , moving into new roles within the company.