Product Owner - Westbourne Grove, London

• Reports to: Customer Director
• Location: Westbourne Grove, W2
• Direct reports: managing agencies
• Hours: Full time 40 hours (fully flexible)

Overview of the role:

Planet Organic are investing in improved customer experiences and digital marketing. This includes several key projects relating to online & digital shopping experiences, digital marketing, loyalty, insight and customer service.

This role will own the various products that enable this investment (both technology and processes) work with the managers across the business to improve these. This is an exciting role and we are looking to hire someone who can be a part of designing the future digital capability. The role will report directly to the Customer Director.

Principal Accountabilities

Customer experience

• Understand, develop and improve end to end customer journeys
• Develop management dashboard for customer value management, highlighting KPIs
• Work with internal and external stakeholders to improve customer and experience

Operations and customer service experience

• Understand, develop and improve end to end operational processes
• Develop dashboard for monitoring and managing operational processes
• Work with internal and external stakeholders to improve operations and customer service
• Identify new tools and / or processes that can improve operations and customer service

Product owner

• Build an expert knowledge of the underlying technologies and operational processes that deliver the customer & digital capabilities and future investments
• Work with the business to scope and prioritise improvements
• Own the backlog of improvements that will:
• Identify key areas for improving sales (e.g. conversion, average order value)
• Identify efficiency gains in marketing
• Identify areas of operational improvement and efficiency
• Identify areas where we can improve customer service
• Identify areas where we can improve reporting and data quality

• Define user stories and manage execution of agreed changes alongside key internal & external stakeholders

Commercial Acumen

• Understand full customer KPIs and how they can be improved across the business
• Manage and identify improvements in key commercial levers
• Support other areas of the end to end operation to improve returns e.g. marketing spend, operational efficiency, stock availability

Management

• Defining required capabilities and executing day to day
• Managing multiple agencies to deliver new capabilities and execute day to day activities
• Working across the PO organisation to ensure consistency of offer and communications for customers e.g. marketing manager, buying team
• Completion of any relevant performance reviews
• Working collaboratively with HR on any issues
• Communicating any new policies or procedures with the team

Systems & Procedures

• Regular assessment of digital capabilities, how it works for customers, how we can solve any challenges and how we can improve things for customers and internally
• Working with the Customer Director to agree a prioritised roadmap and deliver improvements

Person specification

• Experience managing and improving customer and digital proposition and processes
• Managing a broader digital proposition to include multiple customer touchpoints
• Managing continuous improvement processes
• Experience managing multiple agencies and interaction with development teams
• Highly analytical and curious
• Confidence with IT systems
• Ability to build new relationships with service providers
• Excellent interpersonal skills
• Experience as a product owner preferable
• Knowledge of agile methodologies and tools preferable
• Experience building new capabilities preferable
• Knowledge of organic food is advantageous