Paddy Power Betfair
Jul 08, 2021Full time
JOB LOCATION/OFFICE: UK/Dublin Offices PRODUCT OVERVIEW/PURPOSE: The Customer function exists to power the brands that Flutter UK&I operate, SBG, Paddy Power and Betfair. We believe the best way to achieve this is through a hypothesis led, data driven, outcome focused approach to product development, where there is a risk tolerance for failure. The Customer Product function plays a critical role in the performance of the broader PPB business. ROLE OVERVIEW/PURPOSE: Reporting into the Director of Customer Product, the Head of Product - Customer Product is a key Leadership role within the Product function with responsibility for managing a suite of customer offerings by Flutter UK&I including: Onboarding Play for Free Login & Account Payments Help and Contact You will define the product strategy and vision for Customer Journey Team over the short, medium and long term in the context of Outcomes which align to the overall Customer Outcomes and brand strategies as agreed with P&L / Brand stakeholders. You will be obsessed with how Flutter UK&I customers interact with our products, using data and insights to ensure we develop an intuitive, engaging and innovative experiences that differentiates Flutter UK&I brands in the minds of our customers. You will lead with the Customer Journeys team to ensure we drive usage of the full suite of Products we offer, as well as with the broader community of product managers across PPB and the broader Flutter Group. This role is responsible for managing & developing all members of the Customer Journeys team, which is split across Hammersmith & Dublin. KEY RESPONSIBILITIES: Customer Experience Ensure all customers are at the heart of all our decisions and the Flutter UK&I Customer Journeys team are responsible for how customers interact with our products Define the onsite merchandising capabilities and experiences that we deliver to customers Define and own partnerships of 3rd Party Product Roadmap where applicable Understand distinct segment personas, drivers of performance, behavioural attributes pain points, customer journeys and uses evidence to demonstrate customer needs Lead the Customer Journeys team to identify opportunities to leverage the unique combination of all the brand we operate Metric obsessed, monitoring and reporting on Customer Journey products and customer KPIs, aligned to the overall Flutter UK&I strategic goals Business Acumen Develop an ambitious long-term Product Vision and Strategy for Customer Journeys, aligned to the overall PPB and Customer Strategy and Goals Ensure stakeholder alignment directly or indirectly through working in partnerships across P&L, Brand, Operations, Marketing teams (digital marketing, CRM, …) to shape our Customer Product strategy Provide clear product direction and focus on measurable outcomes and success metrics, not solutions Understand and review P&L performance trends regularly and the potential impact on the roadmap Responsible for making recommendations on investment decisions and working closely with their direct reports and Product Engineering to manage initiatives and roadmaps Market Orientation Create and bring back to the business market insight on the evolution of product within the Customer Journeys space and its related verticals outside the immediate industry Has a thorough understanding of regulatory conditions and constraints Has deep understanding of product evolution and drivers within the sector and leads team to formulate product strategy to maximise future opportunities Has a deep understanding and experience of product management best practice and proactively ensures abreast of latest developments in field to develop team capabilities Leads team in developing understanding and insight into product, technology and market trends Leads team in understanding of competitors to monitor and continuously assess strengths, weaknesses and opportunities for defining product strategy Soft Skills Take a leading role in landing a customer centric, outcome focussed and openly curious culture within the Customer Product Team (and broader Product team) Effective in all types of communication; adjusts communication style to fit the audience; consistently communicates the mission, vision and values to inspire, energise and motivate others throughout PPB; ensures others understand how their efforts positively impact the bigger picture; creates an environment that encourages effective communication and the sharing of diverse perspectives Regularly leads conversations with ExCo and Senior Leadership to represent Product Understands stakeholder motivations, drivers, timelines and relative priorities to anticipate challenges Understands and applies different types of leadership; Employs negotiation practices to get buy in Accountable for making data driven decisions and prioritisation based on a range of complex, independent factors. Comfortable working with partial information, they combine deep product and market knowledge with customer data to drive and support broader success metrics of the business Regularly practices and encourages cross-functional problem solving and decision making; identifies and seeks to resolve organisational bottlenecks Sells the overall Customer Journeys Product Vision across Flutter UK&I. Ensures the team understands decisions and choices being made by ExCo and the market. Communicate impact of choices being made Demonstrates a strong commitment to the development of talent at PPB; recommends and supports development activities in preparation for future roles; invests time to coach and mentor others; builds and proactively manages development to ensure a pipeline of talent is in place Technical Skills Obsess about driving positive impact to Flutter UK&I, measuring and tracking key product performance and ensuring all stakeholders across teams are aligned to product specific outcomes Work in partnership with Product Engineering and Product Design counterparts to deliver on the articulated vision and strategy Work with Commercial, Brand, Operations, Customer Service and Technical teams to identify optimisation opportunities and improve product performance With wider Product Management team, identify opportunities to improve launch and ongoing product management processes, forecasting, performance reports and remediation activities Works with Product Engineering Leadership Teams and contributes to overarching Technology strategy choices across the business. Can challenge and influence technology and best practice decisions throughout customer experience. Ensures team understands the impact of broader Technology choices and trade-offs that are made that relate to the function Uses analysis and insights from across the business to develop and refine the overall strategy and priorities. Ensures team focuses on the right areas and leverages experience to shed light on the blind spots that may have been missed. Challenges team to dive deeper into the data and understand differences and drivers of customer behaviour EDUCATION, QUALIFICATIONS & EXPERIENCE Strategic thinker with the ability to prioritise and translate to create actionable outcomes and key results Excellent commercial acumen Experience in a Senior Commercial role in an online business Experience in the sports betting industry preferred Excellent numeracy and analytical skills Experience in managing and leading a team Excellent interpersonal and stakeholder management skills By submitting your application online, you agree that your details will be used to progress your application. If your application is successful, your details will be used to administer your HR record. If your application is unsuccessful, we will retain your details for a period no longer than two years, to consider you for prospective Paddy Power Betfair roles.