11Apr

Proposition Development Manager – Online Retail


£75k plus 15% bonus and benefits – Fluent German

Working for a large European eCommerce organization, the Commercial Proposition Development Manager / Senior Product Manager / eCommerce Process Improvement Manager (Online Retail and eCommerce) role involves improving the customer experience across European territories by refining and improving all operational processes that affect the customer experience, including online user experience, customer communications, operational processes and policies.

The Commercial Proposition Development Manager / Senior Product Manager / eCommerce Process Improvement Manager (Online Retail and eCommerce) will:

  • increase customer loyalty by turning bad post-sale experiences into good ones
  • work with cross functional teams to drive and implement improvements
  • manage the continuous improvement of processes
  • continually improve the experience for issue complaint filing and resolution (including onsite flow, communication to customers, and policies that affect both the process and outcome for customers)
  • ensure clear communication of policy and Legal updates to the community
  • investigate impact of customer experience changes

Candidates for the Commercial Proposition Development Manager / Senior Product Manager / eCommerce Process Improvement Manager (Online Retail and eCommerce) role must have:

  • fluent German and English. Other European languages are a plus
  • a balance of strategic thinking, solid customer instincts, process design, resource management, analytic rigor, and detailed program management to deliver a high-impact customer experience
  • internet-savvy with excellent teamwork and communication skills, as well as flexibility, innovation and quantitative excellence
  • a mindset focusing on process transformation and continuous improvement
  • ability to identify unique dispute resolution needs and requirements for the German market, and work with global team to prioritize such needs within key areas such as product, policy, and operations
  • strong relationship-building skills across different teams, including product management, customer support, engineering, marketing, finance, and legal
  • ability to analyse a wide range of inputs, including customer feedback, data, use cases, market research, and personal experience to identify new opportunities to improve the customer experience
  • self-starter that can run projects with minimal oversight, thrives on a fast-paced environment
  • familiarity with Project Management Tools, shared knowledge management

Please apply to [email protected]

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