Customer Service System Product manager

4 weeks ago


United Kingdom identifi Global Resources Full time

Customer Service System Manager – (Salesforce) REMOTE – UK Based with occasional visit to Milton Keynes
Salary – 55/60k – 20% bonus, good pension, great healthcare – exceptionally good company culture.

Join a purpose-driven global market leader committed to excellence and continuous customer experience improvement. As a small yet influential company with iconic brands and global reach, they prioritise enthusiasm and innovation to deliver exceptional service.

As the Customer Service Systems Product Manager, you'll play a pivotal role in optimising their EIMEA Region's customer service business system (SALESFORCE).

develop and execute a strategic roadmap for customer service-related products and services, acting as a bridge between the Business Systems Team and Customer Service functions.
impact will be instrumental in achieving operational excellence and enhancing the customer experience.

input from Customer Services leaders, analyse business performance data, and conduct external research to develop strategic roadmaps.
customer service needs, identify gaps, and drive innovation and efficiency through data-driven analysis.
as the SALESFORCE subject-matter expert and an advocate for Customer Services within the organisation.
and execute the Customer Services product roadmap, using AGILE methodologies.
new products and services, as well as support existing ones through issue resolution and continuous improvement.
expert knowledge of SALESFORCE, its functions, objectives, and methodologies in support of Customer Service and broader IS department and business cross-functional needs.
the adoption and positive user experience of Customer Service-related systems and deliver training across EIMEA to build competence in Customer Services products and services.

knowledge of project and product management approaches, principles, systems, and models (PRINCE2/Agile).
experience of a SALESFORCE implementation would be extremely beneficial.
understanding of business processes and commercial operations.
Service or relevant field.
AND / OR Product management certification.
or equivalent experience in software and technical knowledge – ideally SALESFORCE.
Service in FMCG, leading processes, and systems across multiple EIMEA countries.

More information is available, Join them in driving excellence and innovation in customer service across EIMEA.



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