Product & Client Excellence Manager (m/f/d)
Hamburg, HH, DE
For our New Technologies Team in Hamburg, we are looking for a Product & Client Excellence Manager (m/f/d), Start date 1st of October 2023, full time.
New Technologies operates as a dynamic start-up within a larger company. We bring together the tangible world of luxury as well as our heritage as Montblanc with digital product propositions enhancing our clients life. In this exciting role you will be key to the success of our products, by improving the experience for our clients. (Felix, Director New Technologies)
How you will leave your mark:
- Monitor product performance metrics to optimize client satisfaction and user experience.
- Collaborate with our quality assurance team to validate product iterations to ensure they meet user requirements.
- Develop and manage internal and external user testing programs, such as dogfooding, to gather user feedback and identify areas for improvement.
- Maintain strong relationships with customer service, gathering feedback and addressing concerns to ensure a high level of customer satisfaction and product excellence.
- Act as the primary escalation point for any software quality or product-related issues, working collaboratively to resolve problems and prevent future occurrences.
- Develop new processes for collecting, categorizing, and analyzing customer feedback received from various platforms.
- Facilitate communication between the development, product management, and client services teams, ensuring alignment on project goals, deliverables, and quality standards
- Establishing new processes to control and manage customer feedback from different platforms
- Track and process customer feedback to identify trends and areas for improvement in software performance.
- Create and communicate global troubleshooting guidelines and client-centric documents to improve product adoption and usage.
- Manage and prioritize multiple projects and tasks, ensuring timely delivery of results
How you will experience success with us:
- Professional with more than 2 year experience in a Product, Client or Quality Management role
- Strong analytical and problem-solving skills, with the ability to identify areas for improvement and implement effective solutions
- Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and effectively address their concerns and feedback
- Intercultural sensitivity
- Passion and strong commitment
- Hands on approach & output oriented
- Language skills: fluent in English, additional languages are a plus
How we will inspire you:
At Montblanc we combine apparent opposites. Next to tradition and the pioneering spirit of our early days, we therefore focus on innovation and continuous development, not only concerning products. Always at the heart of everything: our employees. The diversity of our employees brings a fresh array of perspectives to the table and is something we're particularly proud of. As we're embracing workplace diversity, we are strive to create a work environment with a variety of genders, nationalities, cultures, sexual orientations and generations. We include people with and without disabilities. Become a part of us and leave your mark at Montblanc.
How we keep you smiling:
- International environment and development opportunities
- Flexible working hours and mobile working
- Attractive company pension scheme
- Location services like: canteen, pharmacy & laundry service
- Special conditions on Montblanc products and employee benefit portals
We are looking forward to your application!
While you are waiting for our response, please feel free to visit our site on LinkedIn and get to know us better: https://bit.ly/38nLZV4