Customer Business Manager
il y a 2 semaines
Part of the La Poste group, Geopost generated a €15.In the context of its ambitious international growth the Marketing Digital services team is recruiting a Business Customer Integration solutions Manager.
Customer integration with their IT ecosystem for medium & large businesses
Management report : The position is reporting directly to Shipper Products Manager, in the Marketing Digital services team, based in Issy-Les-Moulineaux, France.
Functional management of Business Units project teams : Marketing, Digital, Communication and IT.
Business stakes of Digital services team :
Co-design and develop digital services to enhance BUs business at group level and enrich value proposition to shippers (online portals, API, mobile app, chatbot, interactive notifications…)
Roll out group digital services solutions according to BUs' local specificities and IT ecosystem
Grow consumer and customer acquisition, knowledge, adoption of digital services and engagement through omni-channels relationship program. As Business Owner of group digital solutions, you define digital services strategy, roadmap, implementation and international roll out in collaboration with Business Units (BU), IT, Marketing, Design, Operation, Customer Service and Sales teams
Collect, coordinate and challenge BUs' needs, and identify service improvements using Design Thinking and change management approaches: define use cases, value proposal, business case canva, user research interviews, target personae, experience map…
Benchmark competitors' services, identify opportunities and key differentiators
Drive and report projects delivery in agile methodology cross-functionally with all stakeholders at group and BU level : deliver the solution with the right balance between quality, time to market and budget, identify risks to secure, propose contingency plans when needed, report progresses and decisions to take
Define roadmap and prioritize backlog according to business value and feasibility
Participate to roll-out with local and central teams : pre-sales phase, functional and process gap analysis, train BU users, change management..
Coordinate end-to-end tests with BU
Measure and analyse performances of services (KPI dashboard audience, usage, volume, SLA…) and commercial ramp up by BU to define action plan accordingly
Maintain the service documentation, and ensure consistency with commercial, operational and IT processes
Be the reference contact for BU's requests regarding the managed services
Promote actively digital services and create communication support
Create and maintain communication support in collaboration with Marketing promotion team: sales support and roll out tool kit, training documentation, video, presentations, posts…
Design the trainings and train BUs' trainers
Animate collaborative workshop with international Digital Community, share BUs' best practices and market watch regarding digital solutions and customer experience
Organize webinars to strengthen group digital services knowledge
Market watch and Digital Consumer Solutions expertise
Watch digital B2C and B2B market evolutions to propose bold and disruptive prospective roadmap : e-commerce trends, competitors and disruptors, user experience, technologies...
Develop informed opinion about m-commerce, omni-channel customer relationship, consumer acquisition, consumer engagement, social selling, vocal assistants, chatbots…
Passionate about data-driven and process-driven projects, growing e-commerce business and driving change in an international context.
Minimum of 5 years significant experience in B2B digital journeys linked to IT systems EDI & API, with technico-functional and project management skills.
But also with ecommerce marketplaces integration (drop shipping, B2C2C platforms e.and Transport Management System integration (metaPack, Packlink etc.)
Excellent English & French level, a third language is appreciated.
You must demonstrate strong organisation and agile capabilities.
Project management in transversal position
Tools : MS Pack-Office (Excel, Word, PPT), Google Analytics, Jira, Confluence, Figma, Klaxoon/Miro...
Knowledge of CEP European market, omnichannel Customer relationship management
Significant experience in digital or IT products in international context, designing user journeys, as Product Manager or Business Analyst on EDI & API, collaborative workshop animation
Experience in Design Thinking, Product Management and Agile methodologies
User satisfaction and business centric
Possibility for home office 2 days/week
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