Job Details
DISCOVER YOUR POTENTIAL. BUILD YOUR CAREER. JOIN US AT AAB.
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.
Location
UK
THE TEAM
At AAB we pride ourselves on providing everyone with an inspiring career opportunity. Our culture keeps the layers simple and the relationship personal. We know that our success is down to one thing, our people, and we make sure looking after our people is at the heart of everything we do.
Does AAB sound like a good fit for you? We currently have an opening for a CRM Product Owner to join our team.
THE ROLE
CRM Product Owner – UK
Role Purpose: The AAB CRM Product Owner is accountable for maximising the commercial value of the Fibre CRM platform by owning its roadmap, adoption, data quality and continuous improvement across the end-to-end CRM processes. Reporting to the Chief Growth Officer, the role ensures CRM becomes the single source of truth for AAB’s growth performance, driving consistent ways of working, reliable insight, and controlled change that improves client outcomes and revenue.
Roles And 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 releases
* Own triage/prioritisation and coordinate resolution across L1–L3
* Ensure release readiness: config prep, testing, and comms are planned/executed
* Confirm 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 capture
* Ensure dedupe/validation workflows and reporting are in place to maintain integrity
* Ensure 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 changes
* Ensure admin/config changes are delivered and documented
* Ensure 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 comms 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 SME's
* Own 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 activity
* Define 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 units
* Manage helpdesk team
* Responsible 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
* 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.
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.
Salary
Competitive
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