Customer Services Product Manager

Job title:

Customer Services Product Manager

Company

Haleon

Job description

Hello. We’re Haleon. A new world-leading consumer health company. Shaped by all who join us. Together, we’re improving everyday health for billions of people. By growing and innovating our global portfolio of category-leading brands – including Sensodyne, Panadol, Advil, Voltaren, Theraflu, Otrivin, and Centrum – through a unique combination of deep human understanding and trusted science. What’s more, we’re achieving it in a company that we’re in control of. In an environment that we’re co-creating. And a culture that’s uniquely ours. Care to join us. It isn’t a question.With category leading brands such as Sensodyne, Voltaren and Centrum, built on trusted science and human understanding, and combined with our passion, knowledge and expertise, we’re uniquely placed to do this and to grow a strong, successful business.This is an exciting time to join us and help shape the future. It’s an opportunity to be part of something special.Location of the role: London BanksideAbout the roleAs the Global Customer Services Product Manager you will work within the Global Consumer & Customer Services product team, as part of the Global Digital & Tech organisation. You will be responsible for working with our teams to mobilise the vision, strategy and roadmap for Global Customer Services. The role will partner across a range of different functions within commercial business, marketing, data teams and engineering to ensure that the organisation is developing product proposition that meets the needs of end customers (pharmacies) and supports local business units to deliver on their growth ambitions. The successful candidate will drive technology solutions (predominantly salesforce based) for how customers seek help and can order online from Haleon and pioneer innovation into how AI can be used to drive improved experience and efficiencies.Key responsibilities

• Product Vision, Strategy & alignment
• Prioritisation & roadmap planning
• Delivery & execution
• Measuring Success & product Evaluation
• Product Financial Management & Operations
• Data Analysis & Interpretation
• Product Design
• Market Research & Competitive Analysis

Qualifications and skills

• Product Vision, Strategy & alignment

• A solid understanding of market trends and the product’s role in the business. They actively contribute to shaping the product’s direction and making strategic decisions. While they may require some guidance, they effectively communicate the product vision to stakeholders, ensuring alignment with overall business objectives.

• Prioritisation & roadmap planning

• Colleagues at this level possess advanced skills in prioritisation and roadmap planning. They excel in setting clear and achievable OKRs for their team or tribe and tracking progress effectively. They can balance competing priorities across business needs, tech strategy, and best practice engineering to create a prioritized roadmap that maximizes value delivery. They demonstrate agility in responding to changing circumstances and can effectively communicate roadmap decisions to stakeholders.

• Delivery & execution

• They possess a deep understanding of the product development lifecycle and are capable of ensuring on-time and on-budget delivery with a focus on quality and efficiency. They can independently manage projects and coordinate with other tech teams at a Tribe level to address dependencies effectively.

• Measuring Success & product Evaluation

• Proficient product managers demonstrate solid skills in measuring success and product evaluation. They can effectively define clear success metrics aligned with business goals and OKRs across various stages of the product lifecycle. They leverage data analytics tools to collect, analyze, and interpret relevant data, gaining valuable insights into user behavior and market trends. They are capable of tracking product progress, identifying areas for improvement, and making data-driven decisions to optimize performance and enhance user satisfaction. They also conduct regular reviews and retrospectives to assess the effectiveness of product strategies, facilitating continuous improvement and innovation.

• Product Financial Management & Operations

• Proficient colleagues demonstrate solid skills in financial acumen and product operations. They effectively lead operational activities such as patch management, compliance, vendor management, and technical debt management, as well as manage live services. They can proficiently manage financial budgets across multiple teams and projects, ensuring alignment with the product strategy. They are capable of strategic financial planning, resource allocation, and decision-making. They actively seek advice from Engineering Leads to provide informed financial options regarding engineering resource management and factor them into overall budgets.

• Data Analysis & Interpretation

• Has a solid understanding of various analytical tools and methodologies. They actively contribute to data-driven decision-making processes, working collaboratively with the team to track product performance and identify improvement opportunities. While they may require some guidance, they are capable of analyzing and interpreting data independently, playing a crucial role in shaping product strategy.

• Product Design

• Proficient colleagues demonstrate solid skills in product design. They have a deep understanding of user needs, behaviors, and preferences and effectively utilize techniques such as user research, persona development, and usability testing to inform design decisions. They collaborate closely with cross-functional teams to translate user insights into intuitive and engaging product designs. They are capable of continuously iterating and refining designs based on user feedback and market trends to deliver impactful and delightful experiences.

• Market Research & Competitive Analysis

• Has a solid understanding of industry trends and competitor landscapes. They actively contribute to shaping product strategies based on their analyses, working collaboratively with the team to identify opportunities and threats. While they may require some guidance, they are capable of conducting effective market research independently, playing a crucial role in the product’s success.

Please save a copy of the job description, as this may be helpful to refer to once the advert closes.Diversity, Equity and InclusionAt Haleon we embrace our diverse workforce by creating an inclusive environment that celebrates our unique perspectives, generates curiosity to create unmatched understanding of each other, and promotes fair and equitable outcomes for everyone.We’re striving to create a climate where we celebrate our diversity in all forms by treating each other with respect, listening to different viewpoints, supporting our communities, and creating a workplace where your authentic self belongs and thrives.We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.Care to join us. Find out what life at Haleon is really like www.haleon.com/careers/At Haleon we embrace our diverse workforce by creating an inclusive environment that celebrates our unique perspectives, generates curiosity to create unmatched understanding of each other, and promotes fair and equitable outcomes for everyone. We’re striving to create a climate where we celebrate our diversity in all forms by treating each other with respect, listening to different viewpoints, supporting our communities, and creating a workplace where your authentic self belongs and thrives. We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.As you apply, we will ask you to share some personal information, which is entirely voluntary. We want to have an opportunity to consider a diverse pool of qualified candidates and this information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. We would really appreciate it if you could take a few moments to complete it. Rest assured, Hiring Managers do not have access to this information and we will treat your information confidentially.Haleon is an Equal Opportunity Employer. All qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class.Please note that if you are a US Licensed Healthcare Professional or Healthcare Professional as defined by the laws of the state issuing your license, Haleon may be required to capture and report expenses Haleon incurs, on your behalf, in the event you are afforded an interview for employment. This capture of applicable transfers of value is necessary to ensure Haleon’s compliance to all federal and state US Transparency requirements.

Expected salary

Location

Greater London

Job date

Wed, 18 Sep 2024 01:57:20 GMT

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