Product Manager- Digital Customer Experience

Apollo Vredestein Tires, Amsterdam 

About the company

Apollo Vredestein B.V. is a manufacturer of tyres for passenger cars, agriculture, bicycles, and some niche product. We are an Indian company with factories in India, Hungary and the Netherlands. The department Supply Chain is responsible for demand management, supply planning, warehousing, replenishment and order fulfillment throughout the EU and export.

The position is within the Sales & Marketing department, based in Amsterdam. 


Your role

The Product Manager – Digital Customer Experience will be responsible for the continuous improvement of the B2B platform functionalities (where the direct customers place their orders) and the implementation and improvement of the future CRM to make Apollo Tyres in Europe the easiest to do business with, by working with key users, country managers, customer care managers and adjacent departments as marketing, finance, logistics and IT in order to capture, prioritize, implement and continuously improve the user stories.
 

Your responsibilities

Some of the key tasks of the job:

  • Propose and implement new functionalities to improve the B2B customer experience and CRM user experiences on the digital platforms.
  • Developing online strategies to achieve brand awareness, traffic and customer loyalty.
  • Setting up, optimizing, and managing Customer Journeys.
  • Creating, analyzing, and optimizing digital Customer experiences.
  • Conversion and usability optimization.
  • Providing and discussing periodic reports.


Your activities will cover those as mentioned, and is not limited to:

  • Develop a clear vision for customer community and CRM product roadmap and advocate that vision to the development team and stakeholders.
  • Ensure the platform gains the active engagement of customers, staff and eco-system partners. Work with Sales, customer care, marketing staff and operations to maintain a customer focused attitude to improve (digital) customer experience on the Customer Community and CRM that creates customer lifetime value and increased NPS as well as increased employee experience.
  • Track platform usability and conversion rates and implement improved ways of operating based on the data.
  • Together with the IT team, and other Product managers in other regions devise and implement an easy way of working supporting internal and external stakeholders.
  • Manage interfaces between platform, CRM with in-house supply chain (ERP/SAP) and customer service/tech support functions and the eco-system.
  • Planning and delivering customer community & CRM strategies across the organization with a view to retaining existing customers, increasing brand loyalty, and expanding the company brand(s).

 

Preferred candidate

  • Is digital savvy and has an innovative mindset.
  • Has a talent for connecting people and ideas, and inspiring stakeholders.
  • Drives improvements and actively cooperates with colleagues at all levels.
  • Resolves any conflicts across the Customer Journey.
  • Counsels the management team on a variety of topics, including IT capacity, the feasibility of proposals, and decision processes.
  • Is a self-starter.
  • Is willing to frequently travel internationally (up to 30%).
  • Has strong analytical skills.
 
Your qualifications
  • Bachelor’s or University degree in engineering, economics or IT.
  • Experience (5+ years) as B2B and/or CRM Product Owner.
  • Project management, agile methodology & change management.
  • Proficiency in the use of MS office (Power BI, Teams, …).
  • UI/UX best practice.
  • Supplier / developer management.
  • Experience in working in an international matrix organization.
  • Affinity with the Automotive industry as well as experience in sales, customer care, and/or marketing is a plus.
  • Fluency in English and  other European language(s) are a plus.
 
The offer

You will be hired directly by Apollo Tires. You will be based at the office in Amsterdam.

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