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Product Head - Customer Experience and Excellence

Date: Sep 19, 2021

Location: Pune, IN Deerlijk, BE

Company: Bekaert NV

Product Head – Customer Experience and Excellence

                                                

Bekaert is leading transformation program to enhance the customer experience end-to-end and deliver customer journeys that drive impact across multiple channels. Bekaert’s customers across the value chain are getting increasingly sophisticated and expect a seamless and well-designed customer experience. Bekaert teams measure impact of various solutions on customer experience and drive change through new and remodeled journey-based experience solutions. Bekaert organization is reviewing the success and performance of these end-to-end customer journey through data analytics across the journey. Bekaert teams are working to address customer feedback in real time, transforming the entire customer experience across segments, channels, and touchpoints. Therefore, we are in search of Product Head - Customer Experience and Excellence

ROLE DESCRIPTION

As a Head of Product Management for customer experience and customer excellence, you will work, above all strategically, to form a powerful team and ensure the success of the commercial solutions. Main Responsibilities of Product Head:

 

  • Define long-term strategy and approach for multiple solutions / products for sales, marketing, and commerce teams, leveraging broad customer research, customer experience and new technologies.
  • Work collaboratively across business and technology to continually evolve the journey vision, objectives, priorities, and anticipated benefits
  • Seek to continuously innovate on new sales, marketing, and other customer-oriented capabilities in line with industry trends, and improved benefits and enhanced cost efficiencies
  • Collaborate with sales and marketing leaders to review business metrics and OKRs and define performance metrics for the products. Steer governance of the product performance metrics, and control the underlying measures to achieve them
  • Strategically plan product portfolio, and management across diverse platforms to ensure appropriate sequencing and dependency management. Work with the product owners and other internal/external stakeholders to review requirements and priorities.
  • Drive customer experience design, prioritization, and management of various product roadmaps.
  • Drive technology vision, direction, and architecture for various product tracks. Champion the use of common source components versus building duplicate functionalities, reducing technical debt while driving new capabilities.
  • Guide the development and management of a portfolio of solutions within his functional and technical domain. These solutions utilize various technology products, technology platform, development technologies, information, data, security controls and infrastructure services.
  • Proactively engage with internal stakeholders and customers to deliver product requirements, changes, and development efforts in an agile manner.
  • Drive and deliver alignment of IT Operational SLAs & KPIs to Sales and Marketing Functions’ KPIs. Manage Business Escalations and drive resolution via intervention as needed
  • Ensure strong alignment to enterprise wide governance, security and compliance practices through continuous collaboration and necessary interventions.
  • Manage senior-level communications and ensure visibility of the product development and outcomes.
  • Be a leader in globally networked Bekaert organization and constantly engages with cross cultural, functional, departmental teams across Bekaert and with technology partners around the globe.
  • Build a world-class team of Product managers, Solution Architects and Digital Engineering teams.
  • Develop team capabilities and manage deployment to provide customer-focused design and implementation support.
  • Manage budget and 3rd Party resources allocation, negotiate contracts with vendors and promote relevant cost saving initiatives

 

Profile

  • 12+ years of overall experience, 7+ years into project /product management of commercial solutions
  • Experience in managing globally distributed Product teams
  • Good education background - Tier 1 or 2 colleges
  • Should have built products with large scale
  • Experience in building products from scratch and seen the product lifecycle

 

The digital transformation that Bekaert is going through has created a number of digital opportunities, such as this position!

For a full list of our digital opportunities, click here!

 


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