Senior Solution Product Manager - Customer Experience

CHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers. We employ 11,000 people and operate in more than 55 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact. 

What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our Hybrid Work Model.

Job Description

Position Purpose

Leveraging your previous experience in CX experience management platforms such as Medallia and Qualtrics, you’ll formulate and execute Voice of the Customer (VoC) product strategies that align with business objectives. This will include incorporating market trends, customer feedback, and competitive analysis to drive VoC product vision and roadmap.

You’ll collaborate with cross-functional teams, including engineering, sales, marketing, and customer support, to ensure VoC product development aligns with market needs and business goals, fostering a cohesive approach to product launch and lifecycle management.

You’ll also champion a Customer-first mindset by deeply understanding user needs and pain points and leveraging VoC insights to drive the design and enhancement of innovative solutions that deliver value and enhance customer satisfaction.

Key Accountabilities

• Define and refine the VoC product vision, strategy, and roadmap in alignment with company goals.
• Collaborate with engineering, design, marketing, and sales teams to ensure VoC product delivery and success.
• Conduct thorough market research to identify customer needs, market trends, and competitive landscape.
• Act as the main liaison between stakeholders to gather requirements, prioritise features, and communicate VoC product updates.
• Advocate for user experience by incorporating user feedback into VoC product development and ensuring usability.
• Analyse VoC product performance metrics and gather insights to drive continuous improvements.
• Develop and implement effective go-to-market strategies for VoC product launches and enhancements.
• Identify potential risks and develop mitigation strategies throughout the VoC product lifecycle.
• Oversee budgeting and resource allocation for VoC product development initiatives.
• Provide leadership and mentorship to junior product managers, data analysts and team members.

Experience

• Previous experience in CX experience management platforms such as Medallia, Qualtrics or similar
• Extensive experience in developing, executing and managing customer loyalty and insight programs.
• Leading in a matrix organisation
• End to end Project management – covering start up to transition to business as usual
• Strategy design and implementation

Skills

• Ability to persuade and negotiate in a collaborative, global matrix team environment
• Ability to interact with and influence executive leaders globally
• Strong negotiation, collaboration, and relationship-building skills
• Strategic and tactical thinking: ability to develop and drive a plan from concept to go-live
• Senior-level/C-suite networking skills
• Strong people management, coaching, and talent development abilities
• Solid business knowledge and acumen
• Results-oriented with a goal alignment approach
• Agility to respond to dynamic environments and strategic shifts across the enterprise
• Capability to manage vision and purpose, and build effective, diverse teams to accomplish goals and objectives

Qualifications

Business Degree /