At a Glance
- Tasks: Lead and improve customer experience platforms while collaborating with cross-functional teams.
- Company: Dynamic tech company focused on enhancing customer engagement.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Join a collaborative environment with excellent career advancement opportunities.
- Why this job: Make a real impact on customer experience with innovative technology solutions.
- Qualifications: Experience in platform leadership and strong service management skills.
The predicted salary is between 58349 - 71315 £ per year.
- Senior Platform Lead / Service Product Manager
- Customer Experience, CRM, SAP CX and Customer Platforms
- Hybrid (3 days onsite)
- Overview
A senior, hands-on platform leadership role responsible for the technical ownership, delivery, support, and continuous improvement of customer experience platforms.
You will work closely with Product, Engineering, Operations and senior business stakeholders to deliver scalable, secure, and high-performing solutions that drive customer engagement and operational excellence.
Responsibilities
- Own and manage a portfolio of customer experience platforms, including SAP CX, Emarsys, Calabrio, Mind Touch and key integration services.
- Partner with Product Owners and Agile delivery teams to prioritise requirements, defects, enhancements, and technical debt.
- Act as the technical lead and escalation point for platform issues, incidents, and service performance.
- Drive platform roadmaps, service reviews, operational improvements and customer experience initiatives.
- Ensure platform stability, security, performance, and SLA achievement.
- Challenge solution designs, identify risks early and support successful project delivery.
- Manage vendor relationships and participate in platform strategy and roadmap discussions.
- Mentor operational teams and promote best practices across the platform landscape.
- Key Stakeholders
- CTO and Senior Technology Leaders
- Product, Architecture and Engineering Teams
- SAP Customer Success & Strategy Teams
- Third-party Vendors and Partners
Experience Required
- Proven experience as a Platform Lead, Technical Product Manager or Service Manager.
- Strong service management and operational delivery background.
- Experience with CX solutions, ideally including one of the following - SAP CX, Emarsys, Customer Data Cloud (CDC), Customer Data Platform (CDP), or Sales & Service Cloud.
- Experience managing Saa S platforms, integrations, incident management, and service governance.
- Strong Agile delivery experience, including backlog management, sprint planning, and prioritisation.
- Excellent stakeholder management, communication, and influencing skills.
- #J-18808-Ljbffr
Senior Platform Lead / Service Product Manager in London employer: Stott and May
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StudySmarter Expert Advice🤫
We think this is how you could land Senior Platform Lead / Service Product Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Stott and May. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Stott and May before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Platform Lead / Service Product Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Stott and May:Your cover letter is your chance to shine! Tell us why you want to work at Stott and May specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Stott and May!
How to prepare for a job interview at Stott and May
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
