Job Description

Manager II, Product PlatformLocation - BangaloreAbout Circles.LifeFounded in 2014, Circles is a global technology company reimagining the telco industry with its SaaS platform - Circles X, helping telco operators launch and operate successful digital brands through its offerings.Having pioneered a successful blueprint for disrupting the telco space in Singapore, Circles has since launched its own digital telco, Circles.Life, in Singapore, Taiwan and Australia. Circles has also partnered with other telco operators to launch digital services, enabling our partners to accelerate growth and capture market share within a short period of time.Today, Circles is partnering with operators in 14 countries to deliver delightful digital experiences to millions of people through our businesses.We are backed by global investors such as Sequoia, Warburg Pincus, EDBI and Founders Fund - renowned backers of industry-shaking innovators.Role DescriptionAbout the Role:As a Senior Product Manager for Customer Relationship Management (CRM), you'll play a vital role in shaping how our B2B2X SaaS platform empowers telco operators to build and nurture strong customer relationships. You will lead the strategy, roadmap, and execution (responsibility includes being product owner for agile teams) for developing and enhancing CRM capabilities, ensuring that our platform provides the tools and insights needed to drive customer satisfaction, loyalty, and retention. This role involves close collaboration with engineering, design, and market-facing teams to deliver a best-in-class CRM solution that enables digital pioneers and enterprise clients to achieve their customer relationship goals.Responsibilities:

• Develop a clear and compelling vision for the platform's CRM capabilities, aligning it with the overall platform strategy, customer experience goals, and company objectives.
• Deeply understand the needs and pain points of both telco operators and their end-users through user research, data analysis, and market feedback. Translate these insights into innovative CRM solutions that foster customer engagement, loyalty, and retention.
• Develop and maintain a comprehensive roadmap for CRM enhancements, prioritizing initiatives based on their impact on customer satisfaction, retention rates, and DMO business goals.
• Collaborate with engineering, design, and market teams to execute the CRM roadmap, ensuring timely delivery of features and functionalities that enhance customer relationship management capabilities.
• Advocate for and contribute to the platformization of CRM components, ensuring reusability, configurability, and scalability across different DMO deployments.
• Foster strong relationships with stakeholders across the organization, including Product, Engineering, Design, Sales, and Commercial teams to ensure alignment and effective communication on CRM initiatives.
• Engage and work with solution providers for CRM capabilities and drive the integration of these platform capabilities.
• Track key metrics related to customer satisfaction, retention rates, churn reduction, and customer lifetime value (CLTV) to measure the success of CRM initiatives and identify areas for improvement.
• Continuously monitor industry trends, emerging technologies, and best practices in customer relationship management to inform product strategy and drive innovation.
• Effectively prioritize and manage the product backlog, breaking down complex projects into manageable tasks and aligning them with strategic business goals.
• Engage with stakeholders across all levels, ensuring clear communication and driving decisions that balance user needs with business priorities.
• Oversee the development and iteration of prototypes and minimum viable products (MVPs), validating ideas quickly through customer feedback and data-driven insights.
• Cultivate an entrepreneurial spirit, be flexible and quick at grasping new topics, and demonstrate a strong willingness to drive platform innovation in the CRM domain.

Job Requirements:

• 10 + years of experience in uncovering meaningful customer insights for B2B (preferred) and/or B2C business through both qualitative practices and modern quantitative methods.
• Bachelor's degree required; MBA education preferred.
• Strong analytical skills and proven ability to draw meaningful conclusions, distill complex data into actionable insights, and present findings in a compelling manner.
• Excellent leadership and communication skills, with the ability to influence and inspire cross-functional teams and stakeholders.
• Demonstrated strategic thinking and problem-solving abilities, with a focus on driving business results through data-driven decision-making.
• Comfortable with fast-moving deliverables and timelines.
• Proven ability to navigate through ambiguity and managing senior stakeholder expectations.
• Strong collaboration skills to partner with regional and functional leaders.

Benefits / What is on offer

• We provide a great environment and platform for employees to build their career. In this role, you can expect:
• Unique opportunity to be a part of innovating the telecommunications industry.
• Once in a lifetime chance to help shape a brand from the ground up.
• Exposure to the fast-paced world of high-tech start-ups.
• Attractive experience and compensation.
• Working with passionate, smart and driven colleagues in a vibrant environment.
• Get continuous mentoring to fast-track your career.

Circles.Life