Customer Experience (CX) Product Manager F/M/X

Job Description

Job Description:

Localisation: Aimargues (30 minutes from Montpellier), Haguenau (30 minutes from Strasbourg), Slough (United-Kingdom)

Type of contract: permanent contract

This role is responsible of the design and technical delivery of the value-based Demand capability. The role also provides expertise on current and future customer journeys on the path of eShop, from reach to value with a focus on conversion, together with ability to deliver transformation by leveraging the Agile processes

What are we looking for?

• 7 to 10 years of Experience in development of new digital capability and/or in demand/sales function
• Demonstrable ability to articulate digital capability strategy factoring in overall business intent & strategy
• Demonstrable understanding of business process and change management
• Demonstrable agile, design thinking and project experience, with experience in the full development cycle of modular platform
• Demonstrable experience of delivering through others and creating collaborative relationships
• Track record of engaging and influencing senior stakeholders and external resources in an ambiguous environment
• Good communication, especially in English, and interpersonal skills
• Strong knowledge of e-commerce processes
• Strong knowledge of RC business models and Customer trends
• Strong analytical and problem-solving skills
• Curious and capable to research and rapidly learn new functional and technical skills
• Ability to work effectively in a flexible and changing environment, manages multiple activities and priorities, and work well under pressure.

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What will be your key responsibilities?

• In partnership with his/her peers driving process definition and regional deployment, support the creation of a Demand CX team (team of teams principles), to be part of a larger Demand team, by bringing in on this transformation journey key business resources
• Drive the Demand CX team to ensure the delivery of the solution, which would enable seamless on-line navigation of RC customers with aim to shop products and services
• Manages the ideation, creation, build of transformative products up, securing value creation delivery
• Deep technical knowledge of the Demand CX platform.
• Drive design and build of the Demand CX platform
• Drive the vendor to deliver detailed design and platform delivery
• Create roadmaps and strategies for Demand capability development and evolution.
• Understanding local and global process complexities and standard patterns
• Co-create and deliver with global stakeholders and process in each service line
• Work closely with the Solution architect, E2E Capabilities architect and GDP team to ensure the design and delivery are fit for purpose and fulfill the need for an end-to-end customer experience
• Works with deployment teams to understand regional impacts and support the implementation of the CX/CRM platform.
• Collaborates with Enterprise Architecture, GDO, Integration and any other Mars DT team that need to be involved on the design and build discussion.
• If necessary, involve platform experts in the discussion to insure we get the best from the solution we will design.
• Collaborate with other component of the program (like OMS program for example)
• Work with Pet nutrition experts to ensure the deliverable will be compatible if applicable​

What can you expect from Mars?

• Work with over 130,000 diverse and talented Associates, all guided by the Five Principles.
• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
• Best-in-class learning and development support from day one, including access to our in-house Mars University.
• An industry competitive salary and benefits package, including company bonus.

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Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.