Key Responsibilities

1. Own the product roadmap for River's Salesforce CRM and including lead management, order lifecycle, invoicing, EW/RSA product flows, warranty claims, and customer feedback systems
2. Define business requirements and translate them into precise functional specifications for the development team
3. Lead end-to-end feature delivery — from requirement gathering and sprint planning through UAT, production deployment, and post-release monitoring
4. Maintain and improve system configurations, field-level logic, workflow automations, user access, and reporting
5. Own the integration layer between Salesforce and external systems including the company website, ERP (SAP), warranty portals (CWI, ReadyAssist), IVR/WhatsApp platforms (Ozonetel), SMS vendors (Kaleyra), and lead affiliate partners (BikeWale, 91 Wheels, BikeJunction, Campaign Landing Page, Meta)
6. Define API requirements, review integration designs, coordinate with vendor technical teams, and validate end-to-end flows in staging before production release
7. Monitor integration health, investigate failures, and drive resolution with urgency when dealer operations are impacted
8. Manage the Automated Lead Qualification (ALQ) system — covering lead inflow from affiliate partners, IVR qualification, deduplication logic, pincode-to-dealer maping, and WhatsApp/SMS communication triggers
9. Conduct monthly reconciliation of lead data across external sources and Salesforce production to validate data accuracy and lead partner performance
10. Partner with Marketing on campaign targeting, lead qualification metrics, and reporting requirements
11. Serve as the primary point of contact for Sales, Finance, Service, and Marketing teams on all CRM/DMS matters
12. Manage the external development partner (Utilitarian Labs) — including sprint planning, delivery timelines, escalations, and quality review
13. Communicate system changes, go-live plans, and known issues clearly and proactively to cross-functional teams

Ideal Candidate

1. 3-5 years of experience in product management, with significant exposure to CRM. (Automotive)
2. Demonstrated experience owning a Salesforce org (Sales Cloud, Service Cloud, or equivalent) — including configuration, administration, and working with a development team on customisations
3. Strong understanding of API-based integrations — ability to review API documentation, validate payloads, and troubleshoot integration failures
4. Experience writing functional specifications and BRDs; ability to translate ambiguous business needs into structured technical requirements
5. Proficiency with data analysis tools — comfortable with SOQL queries, Excel/Sheets-based reconciliation, and basic data validation workflows
6. Excellent stakeholder communication skills — able to manage upward (leadership), sideways (cross-functional), and outward (vendors and partners) simultaneously