Senior Product Manager - SugarCRM

We are looking for a passionate and dynamic Senior Product Manager – SugarCRM to join our team anywhere in the UK, Ireland, Spain. In this role, you will be responsible for owning and evolving SugarCRM as a strategic platform supporting sales, customer management and operational processes across the business & defining and prioritising the CRM roadmap whilst ensuring SugarCRM remains reliable, well governed, effectively adopted and continuously improved. You will work as part of a collaborative, international team, creating memories that last a lifetime for our clients and their customers.

Your responsibilities:

As a Senior Product Manager – SugarCRM at Tour Partner Group, your key responsibilities will include:

Product Strategy and Roadmap

• Own the vision, roadmap, backlog and priorities for SugarCRM, ensuring alignment with commercial and operational objectives.

• Understand end-to-end sales, account management, customer service and operational processes, identifying opportunities for improvement.

• Work with Business Analysts and stakeholders to translate business needs into prioritised product requirements, user stories and acceptance criteria.

• Lead product prioritisation and roadmap planning whilst partnering with PMO and Business Analysts during discovery, delivery and value realisation activities.

• Define success measures and use adoption metrics, business data and user feedback to guide future roadmap decisions.

• Challenge unnecessary complexity and favour scalable, standard platform capabilities where appropriate.

• Balance short-term operational needs with long-term strategic improvements.

Product Ownership and Business Engagement

• Act as the primary business-facing owner of SugarCRM.

• Develop strong relationships with commercial, operational and leadership stakeholders.

• Facilitate product planning discussions and prioritisation workshops.

• Communicate product vision, priorities, constraints and decisions clearly across business and technology teams.

• Collaborate with stakeholders to drive process standardisation and continuous improvement.

• Champion user needs whilst balancing commercial, operational and technical considerations.

Governance, Ownership and Leadership

• Act as the primary owner of SugarCRM within the organisation.

• Make day-to-day decisions relating to platform priorities, enhancements, adoption and capability development.

• Partner with the Head of Applications to align CRM strategy with wider application, integration, security, data governance and technology roadmaps.

• Ensure CRM developments comply with organisational governance, security and data management standards.

• Support investment discussions through the identification and evaluation of business value, risks and opportunities.

CRM Optimisation and Application Management

• Own the ongoing optimisation of SugarCRM, including workflows, modules, layouts, fields, user experiences and business processes.

• Maintain a strong functional understanding of CRM configuration, security roles, permissions and reporting capabilities.

• Improve process consistency, usability and adoption across teams and geographies.

• Oversee access controls, security settings and system configuration in line with company policies.

• Maintain accurate platform documentation, process guidance and release communications.

• Ensure CRM training materials and user support content remain up to date.

• Balance strategic product development with operational platform stability and support requirements.

Data, Reporting and Integrations

• Champion accurate, complete and consistent CRM data.

• Support and comply with established data governance standards, ownership models and quality controls for CRM data.

• Shape reporting and dashboard capabilities that support sales performance, customer management and operational decision-making.

• Work closely with data and technology teams to ensure reliable integration with connected applications and reporting platforms.

• Assess the impact of CRM changes on integrations, reporting and downstream business processes.

• Support investigation and resolution of recurring data quality, integration and platform issues.

Delivery, Change and Continuous Improvement

• Work closely with PMO, Business Analysts, technical teams and external partners to define, refine and deliver product enhancements.

• Validate requirements and proposed solutions to ensure alignment with product objectives.

• Coordinate CRM releases, upgrades and platform improvements.

• Support testing, adoption planning and change management activities.

• Ensure enhancements deliver measurable value and improved business outcomes.

• Promote root-cause resolution approaches rather than repeated workarounds.

Supplier and Vendor Management

• Manage relationships with SugarCRM vendors, delivery partners and consultants.

• Ensure delivery quality, transparency and value for money.

• Support contract renewals, licensing discussions and supplier performance reviews.

• Work with external partners to ensure the successful delivery of change initiatives and platform improvements.

Product Performance and Value Realisation

• Define and monitor KPIs relating to adoption, process efficiency, data quality and business performance.

• Measure and communicate the value delivered through CRM enhancements and investments.

• Track user satisfaction and platform utilisation.

• Use performance data and operational insights to drive future investment and prioritisation decisions.

• Regularly report product performance and roadmap progress to key stakeholders.

Your profile: Skills & Experience

We are looking for an individual with the following skills and qualifications:

• Significant experience in a CRM Product Manager, Product Owner, CRM Functional Consultant, Application Manager or similar role.

• Experience owning application roadmaps, backlogs and enhancement priorities.

• Strong understanding of sales, customer management and CRM-driven business processes.

• Practical experience with SugarCRM or a comparable CRM platform.

• Strong knowledge of CRM workflows, data structures, reporting, configuration and integrations.

• Experience working with business stakeholders, technology teams, project teams and external vendors.

• Excellent stakeholder management, communication and influencing skills.

• Strong analytical and problem-solving capabilities.

• Ability to balance strategic thinking with operational execution.

What we offer

At Tour Partner Group, we believe in rewarding our team members. By joining us, you will enjoy:

• A dynamic and international work environment, collaborating with colleagues from over 20 nationalities.

• Familiarisation trips to enhance your first-hand knowledge of our destinations.

• A holiday increase with years of service, up to 25 days.

• A contribution towards gym membership to promote well-being.

• An extra day off on your birthday, because celebrating is important!

• One volunteering day per year to support a cause you’re passionate about.

• Annual social events to celebrate our shared successes.

• TPG Travel Club discounts to explore our destinations in your free time.

• The opportunity to become a Value Champion.

• A structured development programme with on-the-job training, ensuring you reach your full potential.

• A collaborative and supportive team culture where every member is valued.

• Opportunities for career progression, moving into new roles within the company.

Additional Information

• High Season Period: Please note that during high season, the workload may be heavier, and overtime may be required. Overtime is compensated as time off in lieu.

• Work Location: This position is based anywhere in the UK, Ireland or Spain.

Our Values

At Tour Partner Group, our values guide everything we do:

• Partnership – We collaborate as a team to succeed and hold our colleagues and business partners in high esteem.

• Inspiration – We inspire confidence in others through our knowledge and expertise. We seek and embrace change.

• Respect – We are open to new ideas, cultures, and experiences. We value honesty and transparency.

• Passion – We share our love for travel and encourage others to explore our destinations. We aspire to be the difference that makes the difference.