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GlaxoSmithKline
,
Brentford, Greater London
Product Manager - B2B and Customer Service
Overview
Job Description
Product Manager - B2B and Customer Service Job Overview GSK Consumer Health has ambition to be the world's leading pure play Consumer Healthcare (CH) company. The relationship between wellness and technology is deepening as a digitally native generation look for new ways to empower themselves and their wellbeing. To win in this dynamic marketplace we must a) serve the needs of our consumers in our local markets better than the competition; b) drive growth and profitability through customer and shopper in and across markets across all channels; c) win in the market to influence experts who help recommend our products to consumers. Given the growth in our digital activities, we are creating a new role of "Product Manager CH B2B" in our Customer product family group. Our strategy is to design, develop and deliver products and end-to-end customer experiences supporting digital commerce via our distributors and partners, and to with our retail and pharmacy customers. The Product Manager CH B2B is accountable to the Global CH Business for the definition and delivery of excellent digital customer engagement and it's supporting commercial excellence ambitions to realise better customer engagement, driving mutual business growth and increased trust. The role will also ensure that strategy and roadmap for the product is driven by data driven decision making. CH Self Service B2B is one component of the CH Commercial Excellence strategy. You will need to ensure that they are focused on delivering value at optimal cost while ensuring that GSK Tech is looking far enough into the future to guide the business at a global level. You will be responsible for having a deep understanding of our global business processes and customer needs, identifying gaps and opportunities and then partnering closely with technical development teams to bring products to life. You will have an agile mindset and a can-do attitude, and you will be passionate about solving business challenges through technology. In turn we promise to create the environment for you to do the very best and rewarding work of your career. The role is rare in that the scope for you to make an impact is very real and you will interface significantly with colleagues across the company. This is an excellent time to be joining a highly successful market leader in the healthcare industry and drive significant technology change across the organisation. Key Responsibilities * Develop a deep understanding of our global customers' needs and characteristics, and bring that understanding and the insights to the wider organisation * Define and manage the product strategy and roadmap, identifying customer needs and supporting the ideation and delivery of solutions for delightful customer experiences that drive business growth * Develop detailed user requirements/user stories and ensure that these are clearly understood by all key stakeholders. Work closely with technical leads and business stakeholders on validating solution designs through experimentation and real user engagement * Provide leadership and influence in sprint planning activities to ensure work is prioritised based on business and customer value. * Support the agile delivery process, with a mindset of continuous improvement and optimisation across people, processes, tools and technology. Work with internal and outsourced Agile teams on the end-to-end change & release process, quality assurance and testing * Understand product dependencies and ensure risks and issues are clearly tracked and understood by key stakeholders. * Build strong cross functional partnerships with key business stakeholder as well as aligning across the GSK Tech organisation on standards relating to platforms, security, vendors and delivery models. * Act as a product evangelist to build awareness and understanding, and focus on driving the key success metrics for products that ensure they're delivering value EXPERIENCE REQUIRED * Proven work experience in product management or as an associate product manager * Proven track record of managing all aspects of a successful product throughout its life cycle * Proven ability to develop product roadmaps and strategies and effectively communicate recommendations to executive management * Solid technical background with understanding and/or hands-on experience in software development and digital technologies * Experience of delivering global commercial technology projects using AGILE in a complex, matrix environment * Excellent understanding of commercial business processes (Digital Commerce) * Experience and exposure to eCommerce implementations, specifically around B2B/B2C, and/or customer relationship management and distributor management * Rich experience in design thinking and product discovery, including user research, persona and journey development, and UX & UI * Experience in the visualisation of analytics insights and metrics in operational systems & BI visualisation tools such as Microsoft Pow