Job Description

We are seeking a strategic and delivery-focused Senior Product Manager - Salesforce, to take ownership of the agency's CRM (Customer Relationship Management) capability. Acting as the single point of accountability for Salesforce, you will shape and lead the roadmap, manage commercial licensing and contracts, and align CRM development to organisational priorities.



As a senior product leader, you will work across directorates to understand and prioritise business needs, ensuring the CRM capability supports a wide range of user groups and functional requirements. You'll lead the CRM strategy from discovery through to live operations and own the governance and value delivery of the Salesforce platform.



This is an exciting opportunity to shape how the agency engages with its partners, stakeholders, and service users through a modern, secure, and scalable CRM solution.

In this role you will:

lead the end-to-end product management of Salesforce as a strategic CRM capability.

define and manage the Salesforce roadmap, aligned with strategic goals and user needs.

engage with internal business owners to elicit and prioritise CRM requirements across multiple use cases.

own licensing and commercial relationships with Salesforce and associated suppliers.

lead business case development, procurement exercises, and contract negotiation for CRM services.

act as the main point of contact for platform governance, including data protection and risk.

embed product management best practice, working in agile teams to deliver user-centred solutions.

manage a prioritised backlog, facilitate product ceremonies, and ensure delivery meets business value.

oversee vendor delivery, performance, and compliance with technical and commercial obligations.

report on roadmap progress, risks, and value delivery to senior stakeholders and governance boards.



We pride ourselves as being an employer of choice, where Everyone Matters promoting equality of opportunity to actively encourage applications from everyone, including groups currently underrepresented in our workforce.



UKHSA ethos is to be an inclusive organisation for all our staff and stakeholders. To create, nurture and sustain an inclusive culture, where differences drive innovative solutions to meet the needs of our workforce and wider communities. We do this through celebrating and protecting differences by removing barriers and promoting equity and equality of opportunity for all.



Please visit our careers site for more information https://gov.uk/ukhsa/careers



As the Senior Product Manager - Salesforce, you will be responsible for overseeing the strategic direction, delivery, and operational value of Salesforce as the agency's primary CRM platform. You will own the roadmap and licensing strategy, manage relationships with delivery partners, and ensure the platform meets emerging business needs.

Key Responsibilities:

You will:

establish and maintain a strategic roadmap for Salesforce aligned with agency CRM and engagement goals.

work with stakeholders across the agency to gather, synthesise, and prioritise CRM requirements.

own the licensing strategy and coordinate renewals, amendments, and cost optimisation with procurement and finance teams.

manage vendor relationships and contracts, ensuring timely delivery, alignment to standards, and value for money.

translate business requirements into epics and user stories, and maintain a well-groomed product backlog.

facilitate discovery and alpha phases to define product scope, technical feasibility, and user journeys.

co-ordinate integration needs between Salesforce and other enterprise systems (e.g., case management, data platforms).

ensure delivery is user-centred, agile, and aligned with GDS standards.

establish platform governance, including access, compliance, data ownership, and audit processes.

support organisational change associated with CRM capability adoption, including training and communication.



Working Relationships

This role works with:

Senior leadership and directorate stakeholders

Delivery and supplier partners (including Salesforce and implementation vendors)

Technology, security, data, and architecture teams

Procurement, commercial, and finance colleagues

Users and frontline operational staff

Additional Clauses:

This post aligns with the DDaT Product Management capability framework.

Travel to UKHSA offices will be required when needed, to support engagement and delivery workshops.



Essential Criteria



In this role you will have



proven experience as a senior or lead product manager for enterprise platforms.

hands-on experience managing CRM products or platforms, ideally Salesforce.

demonstrated ability to develop and own product roadmaps aligned to strategic goals.

experience managing supplier relationships, commercial contracts, and licensing arrangements.

strong stakeholder engagement and communication skills across a range of business and technical domains.

proven ability to gather, prioritise, and translate business needs into user-centred product delivery.

familiarity with agile delivery methods, user story creation, and backlog management.

experience working with cross-functional delivery teams and external implementation partners.

understanding of platform governance, data protection, and risk management.

excellent organisational, negotiation, and problem-solving skills.

a degree-level qualification (Level 6 or above) in a relevant subject such as Digital Product Management, Computer Science, Information Systems, or Business Technology

Desirable criteria:

Salesforce Administrator or related certification.

Experience in delivering services in a regulated environment.

Familiarity with GDS service design principles and assurance processes.

Knowledge of integration patterns between Salesforce and legacy/internal systems.

Background in customer or user engagement transformation.

Awareness of GDPR, data retention, and consent management within CRM platforms.

Experience writing business cases or working within investment governance structures.

Experience supporting service operations and user support post go-live.

Awareness of CRM industry trends and low-code platform capabilities.

Prior experience managing digital adoption and change management activities.

Selection Process:

Stage 1:

Application & Sift



This vacancy is using Success Profiles



At sift stage you will be assessed against the Essential criteria listed in the job advert.

You will be required to complete an:

Application form ('Employer/ Activity history' section on the application)

750 word Statement of Suitability.



Healthjobs UK has a word limit of 1500, but your statement of suitability must be no more than 750 words.



This should outline how your skills, experience, and knowledge, provide evidence of your suitability for the role.



You will receive a joint score for your application form and statement. (The application form is the kind of information you would put into your C.V -please be advised you will not be able to upload your CV. Please complete the application form in as much detail as possible)



If we receive a large number of applications an initial sift against the lead criteria of product management experience within the Salesforce ecosystem.

Longlisting:

In the event of a large number of applications we may longlist into 3 piles of:



Meets all essential criteria



Meets some essential criteria



Meets no essential criteria



We will take those through who meet ALL essential criteria.



Desirable criteria may be used if we receive a large number of credible applications.



Please note feedback will not be provided at this stage.

Stage 2:

Interview (success profiles)



You will be invited to a face to face interview, in exceptional circumstances, we may be able to offer a remote interview.



This vacancy is being assessed using Success Profiles. During the interview we will assess you against the below:

Behaviours:

Communicating and Influencing

Making effective decisions

Seeing the Big Picture

Previous Skills and Experience:

Technical skills and Ability



You will be asked to prepare and present a 15-minute presentation. The subject of this will centred around "Enterprise deployment strategies for Salesforce as a platform"



Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Location:

This role is being offered as hybrid working based at any of our Core HQ's. We offer great flexible working opportunities at UKHSA and operate using a hybrid working model where business needs allow. This provides us with greater flexibility about how and where we work, to get the best from our workforce. As a hybrid worker, you will be expected to spend a minimum of 60% of your contractual working hours (approximately 3 days a week pro rata, (averaged over a month) working at one of UKHSA's core HQ's (Birmingham, Leeds, Liverpool, and London.



Our core HQ offices are modern and newly refurbished with excellent city centre transport link and benefit from benefit from co-location with other government departments such as the Department for Health and Social Care (DHSC).



Eligibility Criteria



Open to all external applicants (anyone) from outside the Civil Service (including by definition internal applicants).

Security Clearance Level Requirement:

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is Basic Personnel Security Standard



Successful candidates must pass an enhanced with Barred List disclosure and barring security check.



For meaningful National Security Vetting checks to be carried out individuals need to have lived in the UK for a sufficient period of time. You should normally have been resident in the United Kingdom for the last 5 years, as the role requires a Security Check (SC) UK residency less than the outlined periods may not necessarily bar you from gaining national security vetting and applicants should contact the Vacancy Holder / Recruiting Manager listed in the advert for further advice.