Product Manager, Senior Specialist (CRM)

Core Responsibilities:

• Leads digital product management activities for the CRM platform, a strategic product with cross-divisional impact, focused on participant understanding and data sharing across channels.

• Influences and collaborates with cross-functional teams—product, marketing, technology, and participant services—to create best practices that drive significant change to the participant experience. Ensures business outcomes are linked to business case drivers such as retention, engagement, and personalization.

• Coaches CRM product teams toward best practices and learnings. Oversees the team’s support of messaging, communication, and participant outreach as necessary.

• Facilitates strong business support by promoting a consistent approach to decisions, impacts, and participant propositions. Drives connection across all appropriate internal and external stakeholders.

• Leads the planning, development, and implementation of the new CRM platform with cross-divisional impact. Defines and analyzes participant data needs, develops detailed product features and requirements, and builds implementation plans.

• Works closely with other CRM leads across the company to align on strategy, share best practices, and promote consistency in CRM capabilities, data governance, and participant engagement approaches.

• Influences and employs a variety of qualitative and quantitative analysis techniques to continually improve the participant experience through CRM capabilities such as segmentation, journey mapping, and campaign automation.

• Participates in and influences ongoing business planning and departmental prioritization activities, ensuring CRM initiatives align with strategic goals.

• Participates in special projects and performs other duties as assigned.

Qualifications:

• 8 years of related business experience.

• 3 years of experience leading large cross-functional teams on major organizational projects, preferably in CRM strategy or platform development.

• Proven success in CRM transformation initiatives and participant data strategy.

• Deep understanding of CRM technologies (e.g., Salesforce, Dynamics, Adobe Experience Platform), data architecture, and marketing automation.

• Strong analytical and communication skills, with experience in financial services or participant-focused environments preferred.

Preferences:

• Undergraduate degree or equivalent combination of training and experience required. Graduate degree preferred.

Special Factors

Sponsorship

Vanguard is not offering visa sponsorship for this position.

About Vanguard

At Vanguard, we don't just have a mission—we're on a mission.

To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.