Client Product Owner - CRM

London, England, United Kingdom

7/16/2025

Who Are We

At Knight Frank, we work responsibly in partnership to enhance people’s lives and environments. Founded in 1896 and headquartered in London, UK, Knight Frank is one of the world's leading independent real estate consultancies. After 128 years we are now located in over 50 Territories, 740+ Offices, 27,000+ People, with 1 Global Network.

At the heart of all we do are our Clients. A relationship built on trust is vital. As trusted partners in property, we act with integrity and care, understanding our clients’ unique needs and consistently thinking about the bigger picture to provide personalised, clear and considered advice across all areas of property. Through our deep understanding of key markets and sectors – both emerging and established – we are dedicated to meeting and exceeding their property goals.

A true partnership is a balanced one, and our People are passionate about, and committed to, making our business inclusive and diverse. We give every individual the space and opportunity to perform at their best and be recognised for the immense value they bring. We empower everyone to have autonomy in their role and encourage them to use their voice in how we can make a positive impact as a firm and shape the future of real estate, the built environment and the impact on the communities we serve. Our collaborative and engaged teams provide excellent and dedicated client service. In our workplace, opinions are respected, everyone is invited to contribute to the success of our business and innovation, and new ideas are celebrated.

In 2021 we celebrated our 125th anniversary and set out Our Desired Future, cemented in three pillars: People Potential, Client Centricity and always Creating our Future, together. Learn more about what sets us apart here.

About The Role

Knight Frank is looking to hire a Client Product Owner to join our technology team, based in our Baker Street HQ.

Why Knight Frank?

Role

We are seeking an experienced Client (CRM) Product Owner to lead the development and optimization of our customer relationship management (CRM) systems. In this role, you’ll act as the strategic link between business stakeholders, clients, and technical teams to ensure our CRM platform delivers real value enhancing client engagement, driving sales performance, and improving customer experience.

Responsibilities

• Own the product vision, roadmap, and backlog for the CRM platform, ensuring alignment with business goals and customer needs.
• Work closely with our residential and commercial business, client services, and IT teams to gather requirements, define priorities, and translate business needs into CRM solutions.
• Create, prioritise, and refine user stories and tasks in the product backlog making informed decisions on trade-offs between scope, budget, and timelines.
• Analyse user feedback and CRM data to identify opportunities for process improvements, automation, and better client insights.
• Collaborate with CRM vendors, external partners, and internal technical teams to implement new features, integrations, and system enhancements.
• Ensure CRM processes comply with data privacy regulations (e.g., GDPR) and maintain high data quality standards.
• Develop materials and lead training sessions to support CRM adoption across the business. Act as a CRM advocate internally.
• Acting as an exemplar for Leave & Agile Product Management, lead the team, enable a customer centric mindset and strive to reach high-performance, self-organisation and autonomy.
• Set direction and clarify priorities and goals for functional area; create and delivers inclusive people plans to enable high performance and functional resilience including colleague wellbeing
• Acts as change agent and advocate for key strategic programmes
• Establish and implement continuous improvement programs and ensure teams operate effectively to deliver their collective goals
• Ability to keep abreast of industry best practice and cascade ways of working. The role will have deep understanding of how Operations teams work and will be able to pre-empt requirements from BAU teams.
  
  

Key Experience Required

• Agile Product Leadership: 5+ years’ experience as a Product Owner in Agile/Lean environments (Scrum, Kanban, SAFe), with a track record of managing backlogs, defining product roadmaps, writing user stories, and delivering iterative value.
• CRM & Client Lifecycle Expertise: In-depth knowledge of CRM platforms (preferably MS Dynamics 365), customer data, and lifecycle management; experience with CRM transformations, migrations, and adoption across organisations.
• Stakeholder Management & Communication: Strong ability to influence, align, and engage cross-functional teams and senior stakeholders; adept at facilitating meetings, presenting, and managing conflicting priorities.
• Product Strategy & Delivery: Proven experience in setting product vision, roadmap development, product-based budgeting, and using KPIs, user feedback, and customer journey insights to drive decision-making.
• Analytical & Technical Acumen: Skilled in business analysis, discovery, and solution validation; understands software development best practices, customer experience design, and has strong problem-solving and commercial awareness.
• Certifications & Industry Experience: Holds or working towards Agile certifications (e.g., CSPO, SAFe), with experience in real estate/property industries desirable.
  
  

Competitive salary

Please note: this is a Direct Search led by Knight Frank. Applications from recruitment agencies will not be accepted nor will fees be paid for unsolicited CVs, even if provided by PSL agencies.