Technical Program Manager - Digital Customer Solutions

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

Across Brambles, our Digital activity is focused on three ‘Big Rocks’ of Asset Digitisation, Digital Customer Solutions & Advanced Analytics. While Asset Digitisation and Advanced Analytics are primarily centred on driving internal growth and profitability, the focus of Digital Customer Solutions (DCS) is to drive value for Brambles’ current and future customers by solving their challenges across their supply chains.

We combine CHEP's unrivalled scale across global supply chains with new, advanced digital capabilities. This means we can offer businesses with complex supply chains new insights that help them to improve product quality, reduce waste and drive better business performance.

The Technical Program Manager role is a senior member of the DCS team and the role's primary purpose is to manage the planning and execution of all activities covered by the Solutions team and manage the overall DCS roadmap process. 

This involves leading and managing the critical processes of:

• Evolving the rolling 2-year DCS discovery and delivery roadmap (creating options, facilitating decisions & communicating).
• Ideation (gathering and assessing ideas & requests).
• Discovery (research, validate and value customer problems and proposed solutions).
• Customer insights (Net Promoter Score, customer feedback and user groups)
• OKRs tracking and Quarterly Planning Conference preparation including handshakes with teams across Brambles.

• The rolling 2-year DCS master roadmap covering all discovery and delivery activities for all DCS solutions (all technology & service elements) that maximises solution-market fit, delivery of vision and targets and ROI-value creation.
• Leading the decision process to produce the next quarter plan that balance competing customer and business demands against the available resources.
• Lead the road mapping review and update processes involving DCS and regional stakeholders, sensitively balancing the various priorities of customers, DCS and Regions. Generating roadmap options and analysis.
• Lead the ideation process, collecting and assessing new ideas, requests and customer problems as inputs into the solution roadmaps.
• Lead the DCS customer insights & NPS process to continuously and proactively gather feedback and ideas from customer organisations and users.  Tracking and communicating our customer insight performance, along with facilitating learning and improvements.
• The delivery velocity and smooth running of all Discovery stage activities across the DCS Solutions team (achieved through their direct report).
• Coordinate the QPC preparation and handshake process to agree a committed next quarter plan between DCS and Digital, IT and Regional team.
• For all processes have a maturity improvement strategy and deliver this through continuously learning and iterating.
• Lead, manage and develop their direct report team.

• Work with Commercial teams and Product Development team to establish and obtain consensus on Customer goals, objectives, and deliverables. Assess the degree to which changes to scope, issues and risks will affect programs and gain agreement for resolution.
• Direct the activities of