Group Marketing Intelligence Contact Center Product Manager

Group Marketing Intelligence Contact Center Product Manager

Verisure is seeking a talented, highly analytical, and hands-on Product Manager to lead the development of a set of marketing contact center solutions to solve challenging problems and delight customers. This role will be tasked with liaising between the contact center business needs and the IT teams in order to design and implement solutions across our countries. This is an exceptional opportunity to help define and implement the marketing contact center Group strategy across our markets.

As Product & Solutions Senior Associate, you will own the roadmap to define, build, and launch new ways for contact center agents to manage calls with interested customers and to measure the whole lifecycle of a lead. You will partner with both business and technology leadership in initiating, prioritizing, owning, and driving the vision, strategy and deliverables to meet key objectives in a fast-paced, results-driven environment.

The position can be based either in our offices in Sao Paulo or Buenos Aires and will report to the Group Marketing Intelligence Contact Center Product Manager Lead, who reports to the Group Marketing Intelligence director, a direct report to the Company CMO.

Key responsibilities

The Product Manager will be a core member of the Group Marketing team, responsible for redesigning and implementing marketing contact center best practices through a set of products that will be implemented across our markets.

Among other things, this role will:

1. Understand existing product pain points through collaboration with different business units and defining solutions to address them.
2. Bring new products to market by analyzing and proposing product requirements and managing product development programs, establishing time schedules with engineering and stakeholders.
3. Prioritize backlog according to product needs.
4. Be responsible for creating user stories, user manuals, and general documentation.
5. Collaborate with the business team and stakeholders to drive and deliver a successful product launch.
6. Evaluate product impact by establishing, tracking, and reporting progress on product metrics and KPIs for leadership and the entire company.
7. Communicate properly decisions adopted to affected business units.
8. Collaborate with engineering to track velocity and accuracy of engineering estimates and put in place a feedback process for learning and improving team execution.
9. Educate, mentor and train team members across the entire company on product methodology and philosophy.
10. Fail fast, learn fast and move fast to deliver real customer and business value.

Location

The position can be based either in our offices in Sao Paulo (Brazil) or Buenos Aires (Argentina), with travelling approximately one week every month across our markets (Latam mostly but Europe sometimes).

Candidate profile

Experiences and Qualifications

We are looking for a high potential / top performer individual who will have the opportunity to learn from a growing organization and have a real impact on the business.

1. A bachelor's degree or equivalent, preferably in technology or have done some coding.
2. 3+ years of product management experience building B2B digital products in a reputable product-based company.
3. Experienced in driving product initiatives to successful completion, resulting in business impact.
4. Fluent in Spanish and English.

Competencies

1. Strong analytical and quantitative skills; strong bias towards data-based decision making and comfort with financial and operational analysis.
2. Demonstrated success partnering with diverse teams in different organizations and multiple external partners.
3. Successful candidates will be autonomous, tenacious and creative. They will quickly adapt to work in a fast-paced environment where prioritizing and multi-tasking are essential.
4. Strong written and verbal communication skills.

Strong fit with our Company DNA

Everything we do is driven by our DNA. Our DNA has enabled us to grow at a double-digit pace for many years and is setting us up to continue this journey.

1. Passionate in Everything We Do: Our people have a sense of energy that is unmistakable, one that drives us to delight our customers and focus on creating impact quickly.
2. Committed to Making a Difference: When we say we will do something; we deliver with excellence. We are accountable, focused and operate with discipline.
3. Always Innovating: We believe that Innovation can be big or small; it’s a continuous state of mind that inspires us to think differently and always make things better. We are risk takers and we learn continuously.
4. Winning as a Team: Our people know that by leveraging one another’s strengths, investing in and developing our team’s capability and by collaborating well, we will win.
5. With Trust & Responsibility: Operating with integrity is core to our success. We are humble, honest and value deep mastery and expertise. We do the right thing, always.

The Company

We Are People Who Protect People. We are the leading provider of professionally monitored alarms for residential households and small businesses in Europe.

Peace of mind for families and small businesses

We believe it is a human right to feel safe and secure. We now protect more than 5 million families and small businesses. Our service includes 24/7 monitoring, expert verification and response, customer care, service and maintenance services, and professional technical support. As well as protecting against intrusion, we protect against fire, attack, theft, life-threatening emergencies and other hazards. Verisure people are dedicated and committed and provide what we believe is the best customer service in the industry.

Leading across a broad footprint

We are the leading provider of residential and small business monitored alarms in Europe. We operate in 17 countries across Europe and Latin America. Our business is driven by organic growth, based on our differentiated business model. We attract high quality customers. We work hard to ensure that our customers are happy. This contributes to an industry leading level of attrition and a long customer lifetime.

A technology-enabled human services company

Our 26,000 team-mates are the foundation of our company. Our business model combines technology and human expertise to protect people. We are a human services company. More than 80% of our colleagues interact with customers every day. This connection provides the insight that inspires our innovation. These insights are a source of advantage. We leverage these insights with the significant investment we make into product and service innovation. The close customer contact also fuels the pride which drives engagement.

35 years of experience – and many more to come

We have been protecting what matters most since 1988. Over that time, we have expanded beyond our roots in the Nordics and Spain. We now serve most of Europe and have also established a strong presence in Latin America. In 2017, to evolve our operating model, strategic innovation, operational excellence and access to talent, we opened our new Group headquarters in Geneva, Switzerland. In 2019, we formed a strategic partnership with Arlo, a world leader in connected cameras. Verisure acquired all rights to Arlo’s European business. This allows us to offer connected camera services in Europe as a complement to our professionally monitored security service. It also allows us to access new go-to-market opportunities in retail and e-commerce.