Senior Product Manager – Salesforce / Client Experience

OFX is a leading financial operations company providing businesses and accounting firms with real-time financial control and visibility to do business anywhere in the world. With an innovative platform and 24/7 human support, OFX automates and simplifies doing business across borders, reducing risk and eliminating routine operational tasks. Offering global business accounts, payments to 180 countries in 30+ currencies and currency risk management solutions to simplify global payments. OFX further enhances business operations by providing corporate cards with spend management, bill payments, vendor management, and integrations with popular accounting and HRIS software, to help achieve better business solutions so accounting firms and businesses thrive.Headquartered in Sydney, Australia, with offices globally, in the United States, Canada, United Kingdom, Ireland, New Zealand, Singapore and Hong Kong. OFX has been a trusted innovator in global money movement for over 25 years.Purpose of your roleThis global focused role will lead the strategic vision and delivery of our CRM ecosystem, with a focus on unifying the client journey across Sales, Sales Operations, Marketing, Client Support and Client Activation. You will drive change, streamline workflows and ensure the tools and data across these functions create a consistent, high-impact experience for our clients.This is a senior role that requires strong cross-functional leadership, a deep understanding of Salesforce, and a passion for leveraging AI-powered tools to drive smarter workflows and client interactions. You’ll work closely with Product, Commercial, Client Services, Technology, Marketing, Risk and more to ensure the CRM becomes a scalable and client-centric platform that drives growth, reduces inefficiencies, and supports strategic decision making.What you do1. Lead CRM and Client Experience StrategyOwn the product vision and roadmap for the CRM platform (Salesforce), aligning with company growth objectivesLead the evolution of how Sales, Support, Activation and Marketing use CRM, eliminating silos and embedding best-practice workflowsChampion CRM as a core platform for client lifecycle management across global regions and teamsDevelop strategic CRM capability uplift programs across onboarding, engagement, retention, and upsell motions2. Drive AI-Enabled, Scalable SolutionsIdentify and evaluate opportunities to embed AI-powered capabilities across CRM and client-facing tools (e.g. chat automation, smart routing, next-best-action)Balance native Salesforce solutions with best-in-class external tools, making strategic trade-offsPrioritise automation, self-service and intelligent decision support to scale operations without sacrificing client experience3. Cross-Functional Leadership and Best Practice EnablementCollaborate with Sales, Marketing, Client Services, Risk and Activation to align tools, processes and reportingAct as the central product lead for how these functions use CRM and other client experience toolsTranslate complexity into clarity, helping teams adopt scalable processes and data structuresLead by example with industry best practice and a strong delivery mindset4. Growth-Driven Product ThinkingFocus on improving time to value, lifetime value, and client satisfaction through CRM and experience initiativesEnsure consistent and actionable data across the client lifecycle to inform Commercial decisionsDrive initiatives that align operational efficiency with client-centricityWhat Success Looks LikeCRM becomes the central platform enabling Sales, Support and Marketing efficiency and effectivenessSilos are reduced and teams operate with clear workflows and shared goalsAI and automation unlock productivity and improve client experienceClient insights are surfaced through data and used to drive decision-makingStrategic prioritisation results in faster time to value and improved conversion across lifecycle stages