About the Role / About the Job:
The Digital Product Expert has end-to-end responsibility for the development, management, harmonization, and rollout of commercial products, services, channel formulas, and processes within one or more segments, with a focus on achieving an optimum customer experience. This role primarily supports the Product Owner/MarTech Lead in product strategy, design, and delivery, aiming to develop a highly functional, engaging, and effective self-service platform for business team enablement. Working within the Digital Studio, the Digital Product Expert collaborates with other Product Owners, Platform Owners, and experts to meet team objectives, while possessing expertise in marketing, product management, and process optimization. The Digital Product Expert is also expected to fulfill the role of Platform Owner and is responsible for defining stories and prioritizing the team’s backlog to streamline program execution while maintaining the integrity of platform features and components.
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Key Result Areas:
This role encompasses the following responsibilities:
- Lead a team of Engineers, Platform Admins, Subject Matter Experts, Technical Leads, Designers, and QA personnel alongside the Product Owner/MarTech Lead to meet business and customer needs through digital delivery.
- Continuously evaluate and prioritize the team’s backlog to ensure streamlined execution of program priorities while maintaining the integrity of features or components.
- Collaborate with IT, Compliance, ISG, Architecture, Operations, CX Team, Legal, and relevant stakeholders to deliver optimal platform features and functionalities.
- Develop intuitive platform features to drive digital adoption and reduce reliance on traditional channels.
- Collaborate with the PO/MarTech Lead to enhance wallet share and balances by creating a seamless user experience built on superior user interface design.
- Ensure that there is no technical debt and that all platform components comply with policies.
- Efficiently deal with incidents and improvement needs.
- Use technical expertise to lead agile events such as QPM, sprint planning, refinements, retrospectives, and demos.
- Direct strategy-aligned implementation, track progress, highlight risks, and define mitigations to avoid risks.
- Ensure timely completion of backlog items during sprints, including user stories and tasks.
- Leverage IT opportunities to support business goals.
- Translate business solutions into functional software/cloud solutions in collaboration with IT engineers.
- Manage vendor relations from RFP development through evaluation and daily collaboration to ensure project delivery within timelines, budgets, and quality standards.
- Demonstrate a track record of delivering large-scale projects across multiple countries while coordinating with cross-functional teams and external partners.
- Make strategic decisions regarding in-house development versus purchasing ready-made components.
- Master core capabilities of the customer journey and specialize in one field, serving as a go-to person within the team.
- Mentor novices and be open to feedback, actively seeking coaching from proficient colleagues.
- Handle challenges and multitask effectively in a high-pressure environment.
- Work coherently with teams that have differing priorities and identify high impact items.
- Make informed decisions that align with both business objectives and customer needs through effective digital delivery.
- Take ownership of key decisions while ensuring alignment with organizational goals and stakeholder expectations, effectively managing resources.
- Empower team members by fostering a collaborative environment, encouraging input on critical decisions, and maintaining accountability for the success of QPM commitments.
Knowledge Skills and Experience:
- Minimum of 7+ years' experience in MarTech, CRM, or CDP with proven success in large-scale programs.
- Strong track record in managing multiple external vendors and delivery partners.
- Skilled in defining platform vision, roadmap, and execution that aligns with business and compliance needs.
- Demonstrated ability to deliver enterprise projects across multiple countries/regions while ensuring alignment with global strategies and local business requirements.
- Hands-on experience in CRM and CDP domains including data unification, segmentation, personalization, and activation.
- Experience in managing migrations or transitions between major CRM/CDP platforms, including risk management and ensuring business continuity.
- Deep understanding of integrating CDP/CRM platforms into broader enterprise architecture while ensuring smooth data flow across systems.
- Comfortable working across marketing, analytics, IT, compliance, and business units.
- Familiarity with consumer protection regulations and regional data privacy requirements.
- Strong analytical skills and experience in ROI measurement.
