Customer Service System Product manager
Job details
Customer Service System Manager – (Salesforce) REMOTE – UK Based with occasional visit to Milton Keynes Salary – 55/60k – 20% bonus, good pension, great healthcare – exceptionally good company culture. This role covers the EIMEA Region for the company – they have many EIMEA Country managers who you will work with, they will use this new system and product. Join a purpose-driven global market leader committed to excellence and continuous customer experience improvement. They value passion and purpose, believing they drive outstanding outcomes. As a small yet influential company with iconic brands and global reach, they prioritise enthusiasm and innovation to deliver exceptional service. As the Customer Service Systems Product Manager, you'll play a pivotal role in optimising their EIMEA Region's customer service business system (SALESFORCE).
- develop and execute a strategic roadmap for customer service-related products and services, acting as a bridge between the Business Systems Team and Customer Service functions.
- impact will be instrumental in achieving operational excellence and enhancing the customer experience.
- input from Customer Services leaders, analyse business performance data, and conduct external research to develop strategic roadmaps.
- customer service needs, identify gaps, and drive innovation and efficiency through data-driven analysis.
- as the SALESFORCE subject-matter expert and an advocate for Customer Services within the organisation.
- and execute the Customer Services product roadmap, using AGILE methodologies.
- new products and services, as well as support existing ones through issue resolution and continuous improvement.
- expert knowledge of SALESFORCE, its functions, objectives, and methodologies in support of Customer Service and broader IS department and business cross-functional needs.
- the adoption and positive user experience of Customer Service-related systems and deliver training across EIMEA to build competence in Customer Services products and services.
- knowledge of project and product management approaches, principles, systems, and models (PRINCE2/Agile).
- experience of a SALESFORCE implementation would be extremely beneficial.
- understanding of business processes and commercial operations.
- and presentation skills, with the ability to convey technical information to non-technical audiences effectively.
- Service or relevant field.
- AND / OR Product management certification.
- or equivalent experience in software and technical knowledge – ideally SALESFORCE.
- Service in FMCG, leading processes, and systems across multiple EIMEA countries.
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