Digital Product Owner (Customer Care)

Your Journey

We are seeking an experienced Digital Product Owner to play a pivotal role within the Customer Care and eCommerce teams. We’re building an international brand, fast. As Sweaty Betty expands, our Customer Service team is on a mission to be industry leaders in providing an experience that delights our customers and ensures we meet their every need. Day to day, you will tackle new and ambitious business challenges and be required to find innovative ways to solve them. We are looking for a Product Owner who is curious about how things work and enjoys bringing cross-functional teams together to serve our customer.

Reporting to the Head of Digital Product, you will join a passionate and growing team of Product Managers, Developers and UX where you can really make an impact! Working closely with our systems, operations, customer service and eCommerce teams, you will be responsible for owning the roadmap, and guiding new features and products from design through to launch.

The ideal candidate will have a proven record of delivering Customer Service SaaS products and capabilities that span several processes and teams (ideally within an international setting). Through your strong understanding and demonstrable experience of Product Management, you will deliver the experiences that are truly focused around the right customer needs. 

Overview of responsibilities:

• Working hand in hand with our Customer Care team to define new experiences for advisors and customers based on feedback, insights, and research
• Understanding our new Customer Service platform end-to-end, and collaborate with our Customer Care, Operations and Technology leads to identify and communicate technical features and solutions
• Working in partnership with our Head of Customer Care to set the vision, and lead development and delivery of 2021 Customer Service roadmap
• Creating the right digital integrations that help us unify data from multiple sources and enable the delivery of effortless, consistent, and personalised service  
• Achieving this will require someone who can understand and influence; document and explain complex requirements; prioritise end to end needs, and help the technical and business teams navigate new solutions to find the optimal way to deliver quickly
• Conduct research and test with end users to inform product requirements
• Identify and solve for cross-functional dependencies
• Convey the value and expectation of the product to developers, vendors and stakeholders through stories, acceptance criteria and detailed descriptions
• Define product metrics, objectives, and key results to guide and measure the success of the product strategy to optimize Customer Care’s performance across all KPIs  
• Build an understanding of our end to end commerce technology stack, current capabilities, limitations, and future roadmap opportunities

Must Haves

• Experience translating manual Customer Care processes into developing more automated Chat Bot, Knowledge Base and Customer Service SaaS technologies within one or more of the following: DTC Retailer, SaaS (Zendesk / Service Cloud would be an advantage)
• Proven experience working with large scale Contact Centre teams (150+) and end to end Contact Centre product management, including building self-service functions, (IVR trees, agent assistants/process maps across multiple channels)
• A real team player - you enjoy working collaboratively with a cross-functional team, are able to unite a diverse group of people around a shared goal and deliver results through others
• A passion for creating the most outstanding customer experience
• An in- depth understanding of contact centre regulations (e.g. GDPR, Security, Compliance) etc.
• 4+ years of digital product management experience working hands on with cross-functional squads of engineers, designers and analysts to deliver against a product strategy and vision
• Knowledge of multiple functional areas such as Development, UX/UI, Customer Support and Operations
• A strong analytical mindset. You can deal with data and convert data into problems, formulate solutions and execute the action plan. You are experienced or at least are familiar with the use of analytics (Google Analytics, Power BI or similar) and product management (JIRA, confluence, slack) tools
• Structured and detail-oriented: you’re excited by helping develop structure around something new and building streamlined and transparent processes
• You can go from high level product conceptualisation and strategising to hands-on execution. Ideally you have worked on a product from end to end - from concept to launch, and from launching to scaling
• Excellent communication, presentation and problem-solving skills
• You thrive in a high-paced environment and will be highly self-motivated and passionate about launching new features, testing performance and iterating quickly
• Expert in the technical and operational concepts that are relevant to the Retail and Customer Service Sector and staying abreast of external trends
• Comfortable leading a high profile workstream, managing a prioritised backlog and a breadth of stakeholder expectations, while delivering on-time within budget

The Extras

• Generous clothing allowance
• 50% off all Sweaty Betty merchandise
• 23 days holiday, with buy and sell holiday option
• Sample sales
• Company bonus scheme
• Cycle to work scheme
• Monthly Office Meeting
• Generous Company Maternity, Paternity and Adoption Pay and Childcare support
• Discounts at the best Studio Classes
• SB Flexible Working: we currently work flexibly between the office and home. Our focus remains keeping everyone safe and we will continue to review this in line with government guidance

Our D&I Commitment

Our mission is to empower all women.  This means doing more and working harder to make the long-lasting changes necessary to become an inclusive, diverse and actively anti-racist company. We care about our people, our community, our world.  And we want to stand up for what we believe in. 

We want to give our people a platform to use their voice. And actively listen and learn from what they have to say.  This involves focusing on learning, development and progression across the business.  Training our leaders, managers and teams about their rights under our equality, diversity and inclusion policy. And being clear on the responsibilities we hold to each other and our community. It also means being committed to equal employment opportunities. Ensuring we consider ALL applicants for jobs. And work harder to make our job advertising more inclusive. 

Ultimately, we’re working to create a culture and team that represents our customers, our community and our mission of empowerment. We want to celebrate our diversity and the power it gives our team and our business. 

We know we’re on a journey. And far from perfect. But we want to be a part of the solution to the problem. It might not be comfortable or straightforward. But if we weren’t up for doing the hard work and breaking the mould, we wouldn’t be Sweaty Betty.  We are committed to working across our business and with our Internal Diversity & Inclusion Squad to be champions, allies and inclusive, always. Because when we say All, we mean it.