Customer Experience Platform Manager

3 dagen geleden

Amsterdam, Noord-Holland, Nederland Rituals Voltijd

Rituals is a company that values exceptional customer service and strives to create memorable brand experiences. As our Product Owner - Customer Relations (CR), you will play a pivotal role in elevating the tools and platforms that empower our Customer Relations Ambassadors.

In this role, you will take ownership of the platforms used by our Customer Relations team, with a primary focus on Salesforce Service Cloud. Your goal will be to enhance customer service operations, drive the integration of features that support conversational commerce, and work closely with cross-functional teams to maximize the value of the tools that support our Ambassadors and customers.

This position matches you as an analytical, well-organized Product Owner who excels at strategic thinking and data-driven decision making. Amongst others, you:

  • 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
  • Regularly review and enhance processes, ensuring scalability, efficiency, and alignment with best practices in customer service technology

To succeed 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)
  • Well-versed in Agile methodologies, backlog management, sprint planning, and iterative development
  • A track record of working with cross-functional teams, including IT, customer service, and other product owners of digital channels, to deliver projects that align with business objectives and enhance customer service operations & quality
  • Excellent stakeholder management skills, with the ability to translate business needs into actionable product features that drive alignment across teams
  • The ability to think strategically and dive into data analysis to ensure every platform enhancement delivers real value
  • Fluency in English with excellent writing skills

We offer a competitive salary range of $80,000 - $120,000 per year, depending on experience. The next steps are:

  • Please apply via our career site and include your portfolio
  • An introductory meeting with a team member and the hiring manager follows
  • An online assessment
  • A second interview
  • In the event of a positive outcome, you will receive a proposal with the terms of employment

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