Job Title: Customer Management Product & Implementation Analyst
Reporting To: Customer Management Product Owner
Direct Reports: None
Location: Based in either our Basingstoke or London office. Hybrid working (2/3 days per week in the office)
With two Royal Warrants, three Masters of Wine and more than 325 years of history, Berry Bros. & Rudd is Britain's original fine wine & spirits merchant. Our ambition is to be the home of fine wine and spirits collecting for customers around the world. We need to ensure that our technology continues to keep up with our ambitions and we are looking for an experienced technology professional who is passionate about delivering cutting edge business solutions.
The job in a nutshell
This role is about enhancing the Customer Management platform that our colleagues use to support personalised and elevated customer interactions. You will understand, document and build the solutions to deliver the outcomes required to exceed our customers' expectations. You'll support this specifically by undertaking low code implementations and workflow integrations within Creatio, our CRM tool.
Who you will work with
Internal: The rest of the Product team (Product Owners, CX / UX Designers, Business Analysts), our Customer Service and Account Management teams, Head of IT Delivery, IT/Change Project Manager, Business Owners and Super-users
External: Software development partners
What you will do
- Work with the Customer Management Product Owner to explore opportunities, define feature objectives, scope, and measure KPIs to meet the business objectives for our products to support marketing, sales, and service.
- Understand the impact of product decisions on customer value and relationship management.
- Communicate with stakeholders to clarify outcomes, requirements and dependencies that will feedback into Customer Management Product solutions.
- Develop subject matter expertise and knowledge of internal Product features, benefits, and capabilities.
- Ensure KPIs are captured and tracked for Customer Management.
- Use your proficiency in low code, no code workflows and integrations to support the creation of a centre of excellence for Creatio within BB&R.
- Deliver engaging training to users of the Creatio product that encourages good adoption and provides support and guidance through business change activities.
- Work collaboratively with development teams to define and build the right solutions that meet business objectives.
- Work as the Proxy Product Owner, when needed, representing the best interests of BB&R to build user stories and sprint goals.
- Use best practice techniques to map new customer journeys and opportunity areas, that clearly explain customer and user experiences and can be used to deliver the best solutions.
- Expertly create user stories, acceptance criteria and supporting artefacts using industry standard principles, that are compelling, bring to life the experience and help the team in the development of Product features.
What you will bring to the role
- Experience building low code no code implementations and workflow integrations that improve the customer experience.
- Outstanding teamwork and collaboration skills and the ability to build strong relationships both internally and with our external delivery partners.
- Excellent written and verbal communication skills with business and technical stakeholders at all levels.
- Experience in crafting compelling customer experiences by building customer management processes, particularly CRM for sales, service, and marketing.
- A good knowledge of project management practices and Agile methodologies.
- Always behaves consistently and with integrity, passion, and generosity, realising everyone's potential to get the best possible result and live BB&R's values.
- Experience in the Wines/Spirits/Drinks industry would be beneficial but not essential.
Qualifications
- Preferred Degree level (Computer Science, IT, Business Administration preferred) or equivalent demonstrable on-the-job experience in these areas
We support our colleagues with a wide range of benefits: you will start with 24 days' holiday, and 3 additional days over the Christmas period and 1 Personal Day, Private Medical cover & Health plan, Life Insurance, Pension, Employee Assistance Programme (EAP), generous Employee discount (up to 40% off products), and many more.
Closing date: 3rd June 2024
N.B. We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.