SCIS Senior Manager, Customer Solutions

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Responsibilities

Job Title: SCIS Senior Manager, Customer Solutions (Salesforce Engagement Platform)

Location: Hemel Hempstead

Full-time: Permanent (2 days / week at Office)

Salary: £78,950.40 - £98,688.00

Are you ready to take your career to the next level? We're seeking an innovative and driven Senior Manager for our Customer Solutions team at SCIS. In this pivotal role, you'll lead efforts to enhance customer experiences, drive strategic initiatives, and empower our team to deliver exceptional service. Don't miss out apply today!

About Us: Martin Brower UK & Ireland is a global supply chain and logistics leader that thrives on innovation and sustainable practices. As the backbone of some of the world's largest restaurant brands, including McDonald's, Martin Brower prides itself on simplifying supply chains and driving efficiency in food logistics.

Position Summary: The Senior Manager will utilize ITIL methodology to ensure best practices in service management, while driving the optimization of CRM systems and user experience across various engagement platforms. In his role, the Senior Manager will manage a team of Product Leads and Solution Analysts to drive the maintenance, enhancement, and execution of our digital solution roadmaps.

1. Leadership & Team Management:

• Lead an international cross-functional team in the design, implementation, and management of digital customer solutions, ensuring alignment with overall business objectives.
• Manage and mentor a team of Product Leads and Solution Analysts, providing guidance, performance management, and career development.
• Foster a collaborative and high-performance culture within the team, encouraging innovation and continuous improvement, by integrating digital solutions that enhance information sharing and collective problem-solving within the Center of Excellence and across the SCIS Business Unit
• Develop and execute a strategic roadmap for digital customer engagement, leveraging emerging technologies and best practices.

2. Product Roadmap & Strategy:

• Oversee the prioritization of product enhancements, new features, and ongoing maintenance activities.
• Ensure that the product roadmap is communicated effectively to stakeholders and aligned with organizational priorities.

3. Product Development & Enhancement:

• Oversee the design, development, and deployment of Digital solutions (Salesforce platform) that meet business requirements and user expectations.
• By following ITIL methodologies, streamline processes and improve the quality-of-service delivery.
• Ensure continuous improvement initiatives are in place to enhance service effectiveness and efficiency.
• Collaborate with architects, developers, and external partners to ensure technical feasibility and high-quality delivery
• Collaborate with UX designers and researchers to conduct user testing and feedback sessions, implementing a continuous loop of improvement.

4. Stakeholder Engagement & Communication Responsibilities:

• Act as a primary point of contact for key stakeholders, communicating progress, risks, and issues related to the Digital customer solutions.
• Facilitate cross-functional collaboration, ensuring alignment between business needs and technical solutions.
• Develop and maintain comprehensive product roadmaps that outline the strategic vision, development timelines, and key milestones for digital customer solutions.
• Draft and distribute detailed release notes for new features and improvements, ensuring that stakeholders are informed of updates and enhancements.
• Create and communicate product strategies that align with the organization's goals, facilitating understanding and buy-in from cross-functional teams and stakeholders.

5. Performance, Continuous Improvement & Innovation:

• Establish KPIs and metrics to assess the success of digital customer solutions and drive data-informed decision making.
• Prepare regular reports and updates on project status, successes, and areas for improvement.
• Stay updated with Salesforce platform updates, industry trends, and emerging technologies.
• Encourage and drive innovation within the team, exploring new tools, methodologies, and practices to enhance product delivery and user satisfaction.

Qualifications

Technical competencies

Leadership & Team Building:

• Strong team leadership skills with experience managing and developing high-performing teams.

Methodology:

• Proven experience applying ITIL methodology in a professional setting, with certifications preferred (ITIL Foundation/Intermediate).
• Strong understanding of user experience principles and methodologies, with experience in UX research and design.

Analytical Skills:

• Strong problem-solving skills, with the ability to analyse complex situations and propose effective solutions.

Communication Skills:

• Exceptional verbal and written communication skills, with the ability to effectively engage with senior stakeholders and cross-functional teams.

People-First Culture: At Martin Brower, our employees are our greatest asset. We prioritize creating a supportive and inclusive environment where everyone's voice is heard, respected, and valued.

Opportunities for Growth: We're committed to your long-term success. With clear paths for career advancement and development, you'll have opportunities to grow within your current role or explore new roles and responsibilities across the organization.

Culture of Continuous Improvement: We believe in the power of continuous improvement. You'll be empowered to innovate, experiment, and challenge the status quo as we work together to drive positive change and elevate our performance as a team.

Apply Today: Take the next step in your career and join us in making a difference. Apply now and be part of our mission to make it easier to run great restaurants.