CRM Product Owner

• Overview Description
• AAB is a leading professional services firm operating across the UK, Ireland, and the USA. We specialise in the mid-market, supporting individuals, family businesses, and organisations with a full suite of services including audit, tax, corporate finance, payroll, people consultancy, and wealth management.
• With 1,000+ team members, we deliver expert support to clients all over the world.Application Deadline: 6 March 2026Department: Central
• Location: Aberdeen
• Role purpose Key duties & responsibilities
• BAU ownership & roadmap Own CRM product strategy, roadmap, budget and priorities (value, outcomes, sequencing)
• Drive adoption plan, usage targets and comms cadence
• Shape solution approach with CRM Admin input on feasibility/config options
• Ensure capability is enabled and measurable via dashboards that evidence adoption

Helpdesk & support model Own the end-to-end service experience and triage governance (what goes where, when, and why)Run the operational governance cadence (incl. hypercare-style rhythms where needed)Ensure L2 is in place (admin support & fixes) and that MI/impact views are available for decision-making

Supplier management & release planning Run supplier cadence and plan releasesOwn triage/prioritisation and coordinate resolution across L1–L3Ensure release readiness: config prep, testing, and comms are planned/executedConfirm L2 workaround guidance and admin fixes are available while supplier work progresses

Access management (joiners/movers/leavers) Ensure the access process exists, is followed, and is monitored (JML controls)Set the access role model and agree the access model with IT (principles, approvals, expectations)Ensure CRM roles/permissions are defined, maintained and correctly configured in the system

Data quality & integrity Own data governance KPIs (what "good" looks like and how it's measured)Own process-to-system fit and resolve process decisions that impact data captureEnsure dedupe/validation workflows and reporting are in place to maintain integrityEnsure workflows/templates are configured to enforce the agreed process and data standards

Change control & backlog Own backlog intake, prioritisation and approvals (clear decision rights)Own the training/ schedule and channels for changesEnsure admin/config changes are delivered and documentedEnsure user guidance is produced, training is run, and materials are kept up to date

Release management Own UAT approach and sign-off (who tests what, acceptance criteria, go/no-go)Lead release project management delivery (plan, dependencies, milestones, RAID, go-live readiness)Develop enhancement content (release notes, "what's changing / why", impact by role, FAQs)Ensure testing readiness is supported internally and by Fibre CRM (config readiness, scripts, evidence capture) and release comms are in place

Training, comms & adoption (ongoing) Owns training in liaison with IT, Sales, Onboarding, Fibre CRM SMEsOwn comms cadence and adoption reviews (usage, compliance, pain points, actions)Own release readiness from a business perspective (training, comms, readiness checks)Ensure guides are updated and training is delivered; ensure required config/admin changes are specified and executed

Engagement letters governance Ensure LoE changes follow governance and appropriate approvals (incl. regulatory input)Ensure approved LoE templates/variables are implemented correctly in the CRM and controlled

Compliance / audits / security Coordinate evidence and actions for audits/security/compliance activityDefine success metrics and confirm BAU readiness (service, adoption, controls)Ensure CRM Admin supports audit evidence (configs/logs) and provides MI/admin readiness reporting

Team leadership Responsible for coordinating, directing and supporting the AAB Fibre superuser network across all business unitsManage helpdesk teamResponsible for coordinating and supporting members of the sales team, client onboarding team, IT support team to effectively deliver a fully comprehensive and effective CRM platform to the business

Experience & qualifications Experience Owned a CRM platform in BAU: roadmap, backlog, prioritisation and stakeholder governance.Led adoption across multiple teams: training/comms cadence, champions network and usage targets.Managed end-to-end releases: UAT/go-no-go, readiness and user comms (release notes/FAQs).Coordinated vendors and internal tech via L1–L3 support, triage governance and supplier cadence/escalations.Standardised Lead-to-Account/onboarding processes to improve cycle time, rework and handover quality.Owned data governance outcomes: quality KPIs, hygiene routines, validation/dedupe and consistent MI/reporting.Worked in a regulated environment with Risk/Compliance on controlled artefacts and audit readiness.Core skills Product leadership: translate strategy into outcomes, roadmap and decision rights.Prioritisation: structured intake, value/risk/effort assessment, trade-offs and benefits tracking.Stakeholder leadership: influence senior leaders and align cross-functional teams without authority.Service management: triage design, KPI-led performance and prevention of repeat issues.Release & adoption: UAT governance, readiness, comms/training and behavioural metrics.Process & data discipline: process-to-system alignment, continuous improvement, SOPs, data standards and integrity controls.Governance & risk: change control, regulatory-aware delivery and audit evidence coordination.

• What AAB offers We want you to feel supported inside and outside of work.
• That's why we offer a benefits package designed for your wellbeing, lifestyle, and career.Time Off & Family Support
• Annual leave (plus public holidays), with the option to buy or carry over leave
• Enhanced parental leave (maternity, paternity, adoption)
• Paid volunteering day to support causes that matter to you
• Health & Wellbeing
• Private Medical Insurance (PMI) for you and the option to cover family members
• Employee Assistance Programme (EAP) for 24/7 mental health and wellbeing support
• Death in Service benefit
• Financial Security
• Competitive pension scheme
• Life assurance policies to support you and your family
• Flexible & Agile Working
• Hybrid working model
• Agile working culture that supports flexible hours and smarter working
• Modern office spaces designed for collaboration, focus, and wellbeing
• Disclaimer
• Unsolicited CVs sent to AAB by Recruitment Agencies will not be accepted for this position.
• AAB operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our recruitment partners.

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Salary: GBP 36000 - 60000 per year

Experience: 5 years required