Product Manager B2B eCommerce & Customer Service
GSK
Brentford Royaume-Uni
1d ago

Data de publication :

Jan 14 2020

With the agile & digital transformation, one key area for CH Tech Sales is CH B2B. Given the increased focus on delivering digital channel growth and ensuring we are delivering to both global and regional demand, we need to ensure we have a comprehensive strategy for Digital Commerce / B2B that supports the process for online engagement with our customers (e.

g. Pharmacy). As a result, we are creating a new role for the Product Manager CH B2B.

The Product Manager CH B2B is accountable to the Global CH Business for the definition and delivery of excellent digital customer engagement and it’s supporting commercial excellence ambitions to realise better customer engagement, driving mutual business growth and increased trust.

The role will also ensure that strategy and roadmap for the product is driven by data driven decision making. CH Self Service B2B is one component of the CH Commercial Excellence strategy.

You will need to ensure that they are focused on delivering value at optimal cost while ensuring that GSK Tech is looking far enough into the future to guide the business at a global level.

Accountable for all the business processes identified in the scope below and accountable for partnering with departments / parties / vendors to deliver sustainable and scalable platform(s) for CH B2B.

You will collaborate with CH Tech Sales Regional Leads to ensure the optimal portfolio of applications exists to support the Business Globally and Regionally.

In addition, the jobholder will collaborate with other CH Tech Sales Product Managers and Commercial Excellence Product Owners to align against commercial excellence processes and solutions to complement the existing solution suite within CH Tech Sales.

Business process areas in scope :

  • Digital commerce / self serviceTransactional Information sharing (e.g. My Orders; Deliveries; My Invoices; My Account Data ;
  • My Contracts information)Online ordering (e.g. Product Information & Pricing; Shopping Cart & Checkout)Supporting sales & customer services processes (e.

    g. customer queries / complaints)Performance KPIsE2E Customer Journey

  • Business analytics & insights
  • Key responsibilities :

  • Own the overall CH Tech B2B Portal product strategy, demand management (inc. Big Room Planning) & governance processes
  • Develop the product vision & roadmaps of the CH B2B Portal platform(s) & analytics approach
  • Gathering and prioritizing requirements for CH B2B Portals, defining the technology vision of this platform(s) to ensure revenue, customer engagement and satisfaction goals are met
  • Ability to gain a deep understanding of internal and external customer requirements, identify and fill product gaps and generate new ideas that improve customer experience and drive growth
  • Ability to create buy-in for the product vision both internally and with key external partners
  • Ability to scope and prioritise activities based on business and customer impact
  • Ability to work closely with internal and external product development & support teams to deliver with quick time-to-market and optimal resources
  • Ability to support product launches including working with Tech and Business stakeholders (Global & Regional), and other team members in Tech teams to provide a fully integrated experience.
  • Act as a product evangelist to build awareness and understanding
  • Represent the company by visiting customers and business stakeholders to solicit feedback on the B2B platform(s)
  • Build a network of external partners and internal capabilities to address emerging technology and opportunities in the B2B digital engagement & commerce area (e.
  • g. On-line ordering; customer service capability; omnichannel)

    Basic qualifications :

  • Proven work experience in product management or as an associate product manager
  • Proven track record of managing all aspects of a successful product throughout its lifecycle
  • Proven ability to develop product roadmaps and strategies and effectively communicate recommendations to executive management
  • Solid technical background with understanding and / or hands-on experience in software development and digital technologies
  • Experience of delivering global commercial technology projects using AGILE in a complex, matrix environment
  • Excellent understanding of commercial business processes (Digital Commerce)
  • Experience and exposure to eCommerce implementations, specifically around B2B / B2C and gaining business insights to define Customer Journey and drive Strategy Planning
  • Experience in the visualisation of analytics insights in operational systems & BI visualisation tools such as Microsoft Power BI, or Google Analytics
  • Preferred qualifications :

  • Degree or equivalent qualification.
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