Bekaert NV Looking for IT Product Head – Customer Experience & Excellence at Pune, Maharashtra Full Time

Bekaert is a world market and technology leader in steel wire transformation and coating technologies. We pursue to be the preferred supplier for our steel wire products and solutions by continuously delivering superior value to our customers worldwide. Bekaert (Euronext Brussels: BEKB) is a global company with more than 27 000 employees worldwide, headquarters in Belgium and € 5.9 billion in combined revenue in 2021.

I. PURPOSE OF THE JOB

Bekaert is leading transformation program to enhance the customer experience end-to-end and deliver customer journeys that drive impact across multiple channels. Bekaert’s customers across the value chain are getting increasingly sophisticated and expect a seamless and well-designed customer experience. Bekaert teams measure impact of various solutions on customer experience and drive change through new and remodeled journey-based experience solutions. Bekaert organization is reviewing the success and performance of these end-to-end customer journey through data analytics across the journey. Bekaert teams are working to address customer feedback in real time, transforming the entire customer experience across segments, channels, and touchpoints.

Your role as Product Head (Customer Experience and Excellence) is to increase the Bekaert’s success by building and deploying Sales, Commerce and Marketing digital and technology solutions. The spectrum of your task’s ranges from innovative product solutions to optimising the efficiency of existing products. You will lead a team of product managers and solution architects to develop visions and sustainable strategies to build on the success. You will work in close co-operation with teams from other IT, Digital, Commercial Excellence and various Business Units across multiple regions.

Through your entrepreneurial thinking and action, your experience of the market, engagement with Sales, Commerce and Marketing leaders in the organization, your deep understanding of all processes and methods in product management and technical development, you will lead your team successfully and raise the customer experience and excellence capability at Bekaert to the next level.

You will have a unique blend of business and technical understanding of customer experience solutions to create and present decision proposals based on facts, industry trends and best practices from the industry for management review and implement these quickly and profitably according to investment decisions. You possess the ability to translate complex relationships and solutions into understandable and visual representations and strategies, as well as present these both internally and externally.

Your main abilities include an excellent form of communication and great people skills as you will be communicating with IT, Digital, Commercial Excellence and various Business Units across multiple regions

at both management and employee level, as well as interacting with IT product organizations, IT Consulting and Services organizations and occasionally key customers.

II. ROLE DESCRIPTION

As a Head of Product Management for customer experience and customer excellence, you will work, above all strategically, to form a powerful team and ensure the success of the commercial solutions. Main Responsibilities of Product Head:

Define long-term strategy and approach for multiple solutions / products for sales, marketing, and commerce teams, leveraging broad customer research, customer experience and new technologies.

Work collaboratively across business and technology to continually evolve the journey vision, objectives, priorities, and anticipated benefits

Seek to continuously innovate on new sales, marketing, and other customer-oriented capabilities in line with industry trends, and improved benefits and enhanced cost efficiencies

Collaborate with sales and marketing leaders to review business metrics and OKRs and define performance metrics for the products. Steer governance of the product performance metrics, and control the underlying measures to achieve them

Strategically plan product portfolio, and management across diverse platforms to ensure appropriate sequencing and dependency management. Work with the product owners and other internal/external stakeholders to review requirements and priorities.

Drive customer experience design, prioritization, and management of various product roadmaps.

Drive technology vision, direction, and architecture for various product tracks. Champion the use of common source components versus building duplicate functionalities, reducing technical debt while driving new capabilities.

Guide the development and management of a portfolio of solutions within his functional and technical domain. These solutions utilize various technology products, technology platform, development technologies, information, data, security controls and infrastructure services.

Proactively engage with internal stakeholders and customers to deliver product requirements, changes, and development efforts in an agile manner.

Drive and deliver alignment of IT Operational SLAs & KPIs to Sales and Marketing Functions’ KPIs. Manage Business Escalations and drive resolution via intervention as needed

Ensure strong alignment to enterprise wide governance, security and compliance practices through continuous collaboration and necessary interventions.

Manage senior-level communications and ensure visibility of the product development and outcomes.

Be a leader in globally networked Bekaert organization and constantly engages with cross cultural, functional, departmental teams across Bekaert and with technology partners around the globe.

Build a world-class team of Product managers, Solution Architects and Digital Engineering teams.

Develop team capabilities and manage deployment to provide customer-focused design and implementation support.

Manage budget and 3rd Party resources allocation, negotiate contracts with vendors and promote relevant cost saving initiatives

VI. ESSENTIAL SKILLS

Breadth and Depth in knowledge of various aspects of an enterprise and customer oriented technology architecture like business, information, data, infrastructure and security

Excellent understanding and experience around customer oriented solutions (Digital Marketing, Marketing Automation, Digital Commerce (B2B, B2B2C, B2C), Sales ERP, Data Driven Pricing Optimization, Customer Service)

Solid understanding of product management, agile principles and development methodologies and support agile teams by providing advice and guidance on opportunities, impact and risks.

Good analytical, planning, organizational and technical skills

Good written and verbal communication skills

Ability to lead an IT organization in an in-and-out outsourced environment

Profile

12+ years of overall experience, 7+ years into project /product management of commercial solutions

Experience in managing globally distributed Product teams

Good education background – Tier 1 or 2 colleges

Should have built products with large scale

Experience in building products from scratch and seen the product lifecycle

Our Digital Advanced Solutions (ADS) team is a mighty group of technologists from across the globe who continuously push the envelope in Digital, Cyber resilience, Data science, intelligent automation, Cloud solutions and New (Agile) ways of working. Want to learn more about our digital opportunities?