Business Customer Integration Solutions Manager

il y a 2 semaines

IssylesMoulineaux, Île-de-France Geopost Temps plein

About Geopost

Geopost, a European leader in parcel delivery and solutions for e-commerce, operates in more than 50 countries across all continents through its network of expert delivery brands, including: DPD, Chronopost, SEUR, BRT, Speedy and Jadlog. Leveraging its industry-specific expertise, Geopost is further growing the development of Out-Of-Home delivery services with Pickup, the densest parcel shop and locker network in Europe and is also expanding temperature-controlled solutions for food and healthcare business. In a world of acceleration and transformation, Geopost engages and embraces new e-commerce territories with ESW via Asendia, epicery and Pourdebon.com.

With 57,000 employees, Geopost endeavors to make commerce more convenient, profitable and sustainable for their customers and communities. Committed to becoming an international reference in sustainable delivery, Geopost is the first global delivery company to have its roadmap to Net Zero by 2040 approved by the Science Based Targets initiative (SBTi).

Part of the La Poste group, Geopost generated a €15.7 billion revenue and delivered 2.1 billion parcels worldwide in 2023.

In the context of its ambitious international growth the Marketing Digital services team is recruiting a Business Customer Integration solutions Manager.

Main Project : Customer integration with their IT ecosystem for medium & large businesses

Status : Cadre

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. Convert visitors into registered users benefiting from a customized experience.

Mission & Responsibilities

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…

Specify and formalise requirements and processes

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…

Profile and skills required

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.g Vinted, Le BonCoin, Ebay, Etsy..) 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.

Skills required

  • Project management in transversal position
  • Tools : MS Pack-Office (Excel, Word, PPT), Google Analytics, Jira, Confluence, Figma, Klaxoon/Miro...
  • Excellent understanding of consumers expectations in e-commerce and delivery sector
  • 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

Soft skills

  • Excellent interpersonal & communication skills
  • Team player with strong leadership skills
  • High adaptability, ability to cope with complexity and uncertainty
  • Organisation & pragmatism
  • Capacity of analysis and synthesis
  • User satisfaction and business centric
  • Creative and bold
  • Interest for multiculturalism

Position location : 26 rue Guynemer 92130 Issy Les Moulineaux,France.

  • Possibility for home office 2 days/week
  • Subsidized canteen
  • Occasionnal travel mainly in Europe to be anticipated (2 days per month)

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