For more than 20 years, people in Australia have placed their trust in Beyond Blue as a reliable source of mental health information, support, and hope.
We are one of Australias most well-known, trusted, and visited mental health organisations. We never take this for granted. With it comes a deep responsibility to listen, to understand peoples needs and aspirations, and to ensure they are at the heart of everything we do.
We are a big blue door for many in the community: a safe and reliable place for millions of people to access information, advice and support whether theyre well and want to stay that way, unsettled or struggling and need support, or in recovery and want to reconnect.
Job Description
About this Position
The CRM Product Lead plays a crucial role in overseeing product development, ensuring alignment with business goals and user needs. They manage change by facilitating smooth transitions and adoption across the organisation, integrating the CRM with future business initiatives to support strategic growth. Additionally, they focus on continuous process improvement, leveraging feedback and data to enhance the platforms functionality and user experience. This holistic approach ensures the CRM system effectively supports Beyond Blues community engagement strategies and drives overall business success.
The CRM Product Lead supports the full CRM technology stack, including Salesforce NPSP (Not for Profit Service Pack), Salesforce Sales Cloud, Salesforce Marketing Cloud, and the full suite of applications (integrations and application updates) that are integrated in the above.
Due to the nature of the role, the CRM Product Lead is expected to be contactable outside of their ordinary working hours and to work additional hours as reasonably necessary from time to time.
The role
The key duties of the role include:
Product Management
- Gather and prioritise user requirements to guide CRM feature development.
- Engage with stakeholders, understand their needs, pain points, facilitate deep discussions, challenge status quo.
- Work closely with administrators to ensure timely and high-quality delivery of new features.
- Conduct user testing and gather feedback to refine and enhance CRM functionalities.
Change Management
- Engage with organisation to understand business challenges and establish a trusted relationship across all levels.
- Develop and execute change management plans to support CRM adoption.
- Design and deliver innovative development and training programs to educate users on CRM features and processes.
- Monitor and address user feedback to improve adoption and address resistance.
Process Improvement
- Analyse current CRM processes to identify inefficiencies and areas for improvement.
- Collaborate with cross-functional teams to redesign workflows and enhance data accuracy.
- Establish metrics to measure user adoption, and continuously assess based on data insights.
Project Delivery
- Contribute business knowledge to Project Delivery teams by providing input and expertise, reviewing and evaluating proposals where relevant, and supporting the quality execution of work within the CRM platform.
- Participate in projects as assigned, collaborating with other squad members to deliver on project scope using agile methods.
- Provide business analysis and/or project management support as required.
Desired Skills and Experience
About you
To be successful you will have:
- A bachelors degree or higher in Business, Marketing, Information Technology, Product Management or related fields
- Certifications in agile product management, such as CSM, CSPO, PSPO, RPO
Product/Project Management experience
- Strong experience using Salesforce, including implementing and designing enterprise solutions across Salesforce platforms. Salesforce Certifications highly desirable.
- Excellent communication with experience in stakeholder management and team collaboration.
- Demonstrated success in leading and delivering complex projects.
- Strong analytical and problem-solving skills with a focus on delivering innovative solutions.
Change Management experience
- Experience in developing and implementing change management strategies that minimise employee resistance and maximise employee engagement.
- Demonstrated ability to work with cross-functional teams to understand impacts of changes and develop appropriate solutions.
- Familiarity with change management tools and methodologies.
Process Improvement experience
- Strong background in identifying and executing process improvement initiatives that enhance business performance and customer satisfaction.
- Experience in documenting current processes and proposing innovative solutions for improvement.
- Ability to analyse process workflows and implement changes to increase efficiency.
- Proficiency in measuring and reporting on process improvement results, including cost savings and performance increases.
Culture & Values
Our values are the unseen drivers of our behaviours and ultimately become the organisational culture.
- We’re focused
- We’re brave
- We rise
- Together
Beyond Blue is committed to fostering and preserving a workplace that values diversity and inclusion. We aim to grow and thrive as a diverse team with individual differences, life experiences, knowledge, self-expression, and talents. In recruiting for our team, we welcome the unique contributions that you can bring in terms of education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, colour, religion, ability, sexual orientation, and beliefs.
How to apply
To apply, applications should include a current CV with a cover letter that addresses how your qualifications, skills and experience would be attributes to the position and why you would consider yourself to be a cultural addition to Beyond Blue. For detailed information about this position including the closing date, please refer to the on our (candidates who are viewing from a job board such as SEEK or LinkedIn, please refer to our careers page on our website).
Preferred candidates will be required to undertake pre-employment screening, including a National Police Check and where required, a Working with Children Check.
This job advertisement is open until Monday, 21 October 12:00pm. We encourage early applications as interviews may commence before the closing date. All applications will be treated with strict confidentiality.