Customer Platform Product Executive

3 weeks ago

Reading, Reading, United Kingdom Porsche Cars GB Ltd Full time
About Us

Porsche Cars GB Ltd is a leading luxury automotive brand with a rich history and a passion for innovation. We are committed to delivering exceptional customer experiences and pushing the boundaries of technology.

Our team is responsible for developing and implementing digital solutions that enhance the customer journey and drive business growth. We are seeking a highly skilled and motivated individual to join our team as a Customer Platform Product Executive.

Job Purpose:

The successful candidate will be responsible for delivering the company-wide integrated My Porsche platform and enabler technologies, creating a seamless customer ecosystem and connected experience for our customers.

Key Responsibilities:
  • Be the subject matter expert on customer-facing system alignment across the business, promoting and encouraging the integration of systems into the Porsche Ecosystem.
  • Act as local product owner for My Porsche, collaborating with internal stakeholders to identify My Porsche initiatives and opportunities in conjunction with our global HQ digital teams.
  • Project manage the implementation of all My Porsche ecosystem initiatives, working in close collaboration with PAG product managers to ensure all initiatives are optimized for the UK & Irish markets and provide the greatest benefit to our customers.
  • Manage the lifecycle of My Porsche features to ensure they remain relevant, optimized, and add value for our customers, working with individual project managers to deliver successful outcomes.
  • Provide expert-level support for My Porsche to the Porsche Centre network and internal stakeholders, including the Customer Relations Hub (CRH), escalating and resolving complex customer enquiries using the PAG support network for rapid resolution.
  • Work with global HQ and internal stakeholders to ensure all My Porsche features are compliant with relevant UK laws.
  • Define and execute strategies in conjunction with the Marketing Communications (MarComms) Department to promote My Porsche and the customer benefits, maximizing My Porsche downloads and utilization.
  • Analyze My Porsche insights to measure engagement and usage of the ecosystem and each feature, providing data-driven recommendations for improvement.
  • Manage and continuously develop the support solution for My Porsche in PCGB, aligning with local and global customer support standards.
Porsche Connect:
  • Provide content, direction, and support to the Product Operations team to effectively manage the Porsche Connect portfolio offer, including launch planning, reporting, product substance, functionality testing, and legal/GDPR requirements.
  • Produce all reports, generate insights, and use a data-driven approach to achieve PCGB Connect Services and Porsche Charging Services activation targets.
  • Work closely with the E-Performance team to ensure a consistent and customer-focused offer between the two products (PCS and Connect).
  • Provide expert-level support for Connect Services to the Porsche Centre network and internal stakeholders, including the Customer Relations Hub (CRH), escalating and resolving complex customer enquiries using the PAG support network for rapid resolution.
  • Be the point of contact for any third-party connected products as appropriate and demanded by the business, ensuring close alignment with the Product Operations team and PAG colleagues.
  • Represent Porsche Cars Great Britain (PCGB) in all required PAG forums and pursue the best result for the UK market.
  • Define and execute strategies in conjunction with the Marketing Communications (MarComms) Department and Product Operations department to promote Porsche Connect Services and the customer benefits.
Requirements:
  • Ability to deconstruct complex processes and re-map them to simple user-friendly concepts.
  • A strong understanding of emerging technologies like electric vehicles (EVs), connectivity, and infotainment systems.
  • Passionate about the automotive industry with a good knowledge of industry trends, regulations, and technologies.
  • Strong networker with proven ability to bring together various stakeholders to work towards a common goal.
  • Proven track record in managing complex, time-bound projects.
  • A highly driven self-starter with a proven ability to achieve business targets within agreed timeframes.
  • Innovative and a lateral thinker, with a commercial impact.
  • Highly customer-focused with a proven ability to resolve complex issues quickly and efficiently.
  • Proficient at working with all levels in an organization.
  • Proven track record of tracking budgets successfully.
  • Advanced Excel skills and intermediate PowerPoint skills.
Benefits:

We offer a highly competitive salary, annual bonus scheme, access to a VW loan car, private medical insurance, 27 days holiday per year, and other attractive benefits. If you can demonstrate the skills and experience we are looking for, we would love to hear from you.

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