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 supportive team with excellent career advancement opportunities.
- Why this job: Make a real impact on customer experience with innovative technology solutions.
- Qualifications: Experience in platform management and strong communication skills required.
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 employer: Stott and May
Join our dynamic and rapidly expanding cyber security organisation, where you will play a pivotal role in shaping the Offensive Security Strategy as a Penetration Testing Lead. We foster a collaborative work culture that prioritises employee growth through mentorship and hands-on experience, while offering competitive benefits and a commitment to staying at the forefront of industry trends. Located in a vibrant area, we provide unique opportunities for professional development and engagement with cutting-edge technologies, making us an excellent employer for those seeking meaningful and rewarding careers in cybersecurity.
