Customer Platforms Manager in London

Purpose of Role
The Customer Platforms Manager will oversee the development, implementation, and ongoing management of our customer engagement platforms, ensuring they align with the company's customer experience strategy. This role involves hands‐on responsibilities, technical expertise, and collaboration across departments to enhance customer engagement and satisfaction through our customer digital platforms.

The Customer Platforms Manager will be accountable for managing projects that lead to the design and enhancement of our digital customer engagement platforms, ensuring seamless experiences for all customers across all channels. Additionally, this role will manage a roadmap of customer products and services based on requirements from the business.

Main accountabilities

• Platform Development and Management: Review existing customer platforms to identify areas for improvement and optimization. Co‐design and deliver the strategy for customer platforms to maximise customer value and brand loyalty.
• Project Oversight: Oversee key projects with internal and external stakeholders and partners ensuring they are delivered as expected, on time and within budget.
• Team Management: Manage a team delivering via customer platforms, ensuring the outputs are in line with expectations. Oversee the ongoing development and delivery of our customer platforms ensuring seamless customer experiences.
• Innovation Management: Continuously seek out and implement innovative solutions to enhance platform functionality and user experience while managing a roadmap of customer products and services based on requirements from the business and customer feedback.
• User Experience: Ensure customer platforms provide an exceptional user experience, meeting the needs and expectations of our customers and partners.
• Technology Integration: Ensure seamless integration of customer platforms with other business systems and technologies, namely Dynamics 365.
• Data & Feedback: Utilize customer and partner feedback to continuously improve platform functionality and user satisfaction. Implement and monitor performance metrics to measure the effectiveness of customer platforms; ensure reporting frequency meets the business needs to inform platform improvements and business decisions.

Most important skills based requirements

• Experience: Extensive experience in platform management, with a proven track record of leading successful initiatives. Design experience is a plus.
• Technical Proficiency: Demonstrates strong technical skills, particularly in platform development, integration, and optimization. Utilizes data and feedback to inform decisions and improve platform functionality. Pays attention to detail, ensuring accuracy and quality in all aspects of platform management. Extensive experience with Dynamics 365 is preferred.
• Engagement: Strong communication and interpersonal skills to build rapport with customers and partners with the ability to influence and engage stakeholders at all levels, despite not having direct reports.
• Communication: Excellent written and verbal communication and presentation skills. Experienced in developing and delivering training programs to support platform initiatives.
• Analytical: Strong analytical skills applied curiosity with the ability to interpret data and make informed decisions.
• Project Management: Excellent time management skills, with the ability to manage multiple projects simultaneously.
• Customer Focus: Deep understanding of customer needs and behaviours, with a commitment to delivering exceptional platform experiences.

Our Offering / benefits
As well as a competitive salary, pension and performance‐related bonus offering, we have a wealth of benefits available ranging from flexible working; market‐leading family policies and shopping discounts in the West End, to private healthcare; life and critical‐illness cover and 28 days holiday with the option to buy more. We value work‐life balance and your wellbeing highly, enabling you to be your best self to work.

Disability Disclaimer
We are a proud disability‐confident employer and operate the offer of interview scheme Disability Confident employer scheme – GOV.UK (www.gov.uk). We are happy to offer alternative application methods or formats and can be flexible on our process to enable you to have the best opportunity. If you have any questions about our recruitment process or would like to talk about adjustments, please contact us on careers@thecrownestate.co.uk.