This is a Senior Product Manager – Salesforce / Client Experience role with OFX based in Sydney, NSW, AU OFX Role Seniority - senior More about the Senior Product Manager – Salesforce / Client Experience role at OFX Job Description 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 role This 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 do 1. Lead CRM and Client Experience Strategy Own the product vision and roadmap for the CRM platform (Salesforce), aligning with company growth objectives Lead the evolution of how Sales, Support, Activation and Marketing use CRM, eliminating silos and embedding best-practice workflows Champion CRM as a core platform for client lifecycle management across global regions and teams Develop strategic CRM capability uplift programs across onboarding, engagement, retention, and upsell motions 2. Drive AI-Enabled, Scalable Solutions Identify 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-offs Prioritise automation, self-service and intelligent decision support to scale operations without sacrificing client experience 3. Cross-Functional Leadership and Best Practice Enablement Collaborate with Sales, Marketing, Client Services, Risk and Activation to align tools, processes and reporting Act as the central product lead for how these functions use CRM and other client experience tools Translate complexity into clarity, helping teams adopt scalable processes and data structures Lead by example with industry best practice and a strong delivery mindset 4. Growth-Driven Product Thinking Focus on improving time to value, lifetime value, and client satisfaction through CRM and experience initiatives Ensure consistent and actionable data across the client lifecycle to inform Commercial decisions Drive initiatives that align operational efficiency with client-centricity What Success Looks Like CRM becomes the central platform enabling Sales, Support and Marketing efficiency and effectiveness Silos are reduced and teams operate with clear workflows and shared goals AI and automation unlock productivity and improve client experience Client insights are surfaced through data and used to drive decision-making Strategic prioritisation results in faster time to value and improved conversion across lifecycle stages Qualifications What You Bring 7 years of product experience with strong CRM/Client Experience domain expertise Demonstrated success in leading Salesforce transformations, ideally in fintech, SaaS or global B2B organisations Comfortable working with teams across multiple regions and time zones, including early morning and late evening calls as required Proven ability to lead change and influence cross-functional stakeholders with gravitas and credibility Strong product thinking and ability to balance competing priorities with a clear client centric lens Passion for AI, automation and driving smarter internal workflows and external experiences Ability to move between strategy and hands-on execution A preference for office collaboration, while embracing flexible work from home arrangements when appropriate Additional Information Why Join Us? Be the CRM and client experience champion at a global fintech during a major platform transformation Partner with senior leaders across Product, Commercial, Marketing and Technology Drive meaningful outcomes that directly impact growth, engagement and client success Help shape a best-in-class CRM and client experience stack powered by AI and data What it's like working at OFX We’re OFXers because we want to make a difference. We see challenges as opportunities and we’re not afraid to roll up our sleeves to get stuff done. We’re committed to making things easier for our clients, pushing boundaries and continuing to move with the times so that we can continue to inspire confidence every day and through every transaction. We operate as one team, cross-functionally and globally, to drive outcomes that deliver excellence for our customers. We're curious self-starters who love learning and sharing our knowledge with others. We embrace change and use our initiative and resilience to overcome challenges. Always keep learning. We offer a wide range of learning and career development opportunities to help every OFXer build their capacity and career, with leadership training, secondments, internal mobility and access to a large library of online learning. Make a difference. Through our Make a Difference program, we encourage OFXers to give back to causes and communities that are important to them. We celebrate this with an annual volunteer day, which OFXers can use together or individually, as well as matched giving and the opportunity to nominate charity of choice every quarter. Reward and recognition. We recognise a job well done. OFXers are encouraged to celebrate their peers’ effort, technical expertise or support through a range of global and regional channels and awards, including quarterly and annual awards, milestones and shout outs. Showing our social side. Our Good Vibes employee-led committees around the globe organize events to help keep our employees engaged inside and outside the office. Whether it’s a wellbeing activity, end of year celebration, or a monthly team get-together, our team wants you to feel welcome! Benefits that mean something. We offer a range of fantastic benefits, including primary and secondary gender neutral carer parental leave (16 weeks) or birthday leave, you'll feel well-supported at OFX. A great work environment. Enjoy work-life balance and flexibility with our hybrid work model, in an inclusive, diverse and non-hierarchal culture. Li-Hybrid At OFX, we are committed to fostering a diverse, inclusive and accessible workplace where we value, respect, and encourage our people to be their authentic selves. With an employee base as diverse as the clients we serve, we know that fostering an inclusive workplace is fundamental to our continued success. If you require accommodation for any portion of the recruitment and hiring process, please email us at people.culture@ofx.com. We encourage you to apply if this role aligns with your career aspirations. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the OFX team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Leading CRM and client experience strategy ⚙️ Driving AI-enabled, scalable solutions Cross-functional leadership and best practice enablement Key Strengths Salesforce expertise Cross-functional leadership AI-powered tools Product management Data analysis Change management Why OFX is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume. A Final Note: This is a role with OFX not with Hatch.
