Customer Management Product Owner - Maternity Cover

Job Title: Customer Management Product Owner - Maternity Cover

Reporting To: Head of Product Management

Direct Reports: 1

Location: Based in either our Basingstoke or London office. Hybrid working (2/3 days per week in the office)

With two Royal Warrants, three Masters of Wine and more than 325 years of history, Berry Bros. & Rudd is Britain’s original fine wine & spirits merchant. Our ambition is to be the home of fine wine and spirits collecting for customers around the world. We need to ensure that our technology continues to keep up with our ambitions and we are looking for an experienced technology professional who is passionate about delivering cutting edge business solutions.

The job in a nutshell

This role is about enhancing the Customer Management platform that our colleagues use to support personalised and elevated customer interactions. You will understand our customer and colleagues' outcomes, and work with business teams to deliver solutions that exceed our customers' expectations.

Who you will work with

Internal: The rest of the Product team (Product Owners, CX / UX Designers, Business Analysts), our Customer Service and Account Management teams, Head of IT Delivery, IT/Change Project Manager, Business Owners and Super-users

External: Software development partners

What you will do

• Articulate and execute the vision for the suite of Customer Management products that support marketing, sales, and service, and understand the impact of product decisions on customer value and relationship management.
• Collect and measure the set goals for the Customer Management products and relevant associated KPIs to track efficiency gains, improved user and customer experience, and a more joined up experience across customer facing teams.
• Partner the business stakeholders to gain a deep understanding of their opportunity areas and challenges they are facing, so goals are shared, and changes made improve processes and bring new thinking of what great customer experience looks like.
• Work closely with the technical teams to ensure the solution design process is effective at each stage in producing quality outcomes.

• Work with the Head of Insight & Analytics to embed actionable customer insight into the new tools and ensure closed loop tracking and response data is made available to inform continuous improvement of customer understanding.
• Be confident in owning an end-to-end capability that is integral to the success of the business.
• Work with the Architect, the Business Owners, Integration Partners and the Delivery team to effectively prioritise and manage design builds and changes.
• Represent the customer and provide feedback to the team on performance of the product in the market and against targets.
• Collaborate with other Product Owners, Head of Product Management and Business Owners to support the development of the product roadmaps and strategy.
• Provide regular companywide communications regarding progress, releases and celebrate successful outcomes.
• Create detailed user stories that break down epics into end-to-end functionality.
• Define and deliver acceptance criteria and the 'Definition of Done’ working collaboratively with the rest of the product team.

What you will bring to the role

• A decisive and execution-focused approach.
• Outstanding team-working and collaboration skills and the ability to build strong relationships both internally and with our external delivery partners.
• Excellent written and verbal communication skills with business and technical stakeholders at all levels.
• 3+ years’ experience of working as a Product Owner/Product Manager with Agile development teams.
• Significant experience in building Customer Management processes and platforms, particularly CRM for sales, service, and marketing.
• A good knowledge of project management practices and Agile methodologies and a strong ability to manage and refine backlogs and prioritisation in a fast-paced environment.
• A good understanding of software development and quality practices.
• Experience in the Wines/Spirits/Drinks industry would be beneficial but not essential.
• Experience of crafting compelling Customer Experiences through a strong grasp of Qualitative and Quantitative data and analysis

Qualifications

• Degree level (Computer Science, IT, Finance and Accounting, Business Administration preferred)
• Preferred Certified Scrum Product Owner qualification.

We support our colleagues with a wide range of benefits: you will start with 24 days' holiday, and 3 additional days over the Christmas period and 1 Personal Day, Private Medical cover & Health plan, Life Insurance, Pension, Employee Assistance Programme (EAP), generous Employee discount (up to 40% off products), and many more.

Closing date: 3rd June 2024

N.B. We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.