Senior Customer Relations Platform Lead
4 dagen geleden
We are seeking a skilled Senior Customer Relations Platform Lead to join our team at Rituals.
About the RoleThis is a unique opportunity to drive the strategic direction of our customer relations platforms and enhance the overall customer service experience. As a key member of our team, you will be responsible for managing and prioritizing the product backlog, ensuring that the most valuable features are delivered first.
You will work closely with cross-functional teams, including customer service, digital product owners, IT teams, and external partners to align platform enhancements with business goals. Your expertise in Agile methodologies, backlog management, sprint planning, and iterative development will be instrumental in delivering projects that align with business objectives and enhance customer service operations and quality.
Responsibilities- Lead the strategic direction of our customer relations platforms to support business objectives and enhance the customer service experience
- Manage and prioritize the product backlog, ensuring that the most valuable features are delivered first
- Work closely with customer service, digital product owners, IT teams, and external partners to align platform enhancements with business goals
- Oversee the successful implementation of platform updates, from sprint planning to final release, ensuring timely and high-quality delivery
- Write detailed user stories and acceptance criteria to guide development teams in building features that meet business needs
- Track platform performance, identifying areas for improvement and opportunities to drive efficiency and customer satisfaction
To be successful in this role, you will need:
- 5+ years of experience in product management, with a specific focus on customer service platforms, preferably in large-scale organizations
- Experience with customer relations tools, including managing platform enhancements, integrations, and user adoption (experience with Salesforce is a plus)
- Strong understanding of Agile methodologies, backlog management, sprint planning, and iterative development
- Ability to work effectively with cross-functional teams, including IT, customer service, and other product owners of digital channels
- Excellent stakeholder management skills, with the ability to translate business needs into actionable product features
- Strong analytical skills, with the ability to measure KPIs and ensure every platform enhancement delivers real value
We offer a competitive salary of $120,000 per annum, as well as a range of benefits, including health insurance, retirement savings plan, and paid time off.
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