Senior Digital Product Manager: Hospitality:

2 weeks ago

Cape Town, Western Cape, South Africa Viv Gordon Placements Full time

We have a fabulous hybrid opportunity in Cape Town for a Senior Digital Product Manager/Digital Project Manager with renowned brands in the retail/hospitality sector.

You will be responsible for both product planning and product marketing.

This includes managing the product throughout the Product Lifecycle, gathering and prioritising product and customer requirements, defining the product vision, and working closely with Marketing and IT departments, to deliver winning products.


Responsibilities:

General

  • Facilitate the creation of a product vision, strategy, roadmap, and milestones with the team and be the custodian.
  • To assist the CRM and BRM team with strategic product development, implementation, enhancements, and extensions of all Group products across all brands.
  • Driving innovation and development in the CRM and BRM Fields.
  • Technical management of systems to ensure services to customers are efficient and in restaurant operations are effective and efficient.
Customer, Market & Business Intelligence

  • Ensure sound understanding of major CRM and BRM products in South Africa and internationally.
  • Conduct research into successful CRM and BRM products in International Markets and with quarterly feedback reports and presentations.
  • Gain a deep understanding of customer experience, identify, and fill product gaps and generate new ideas that grow market share, improve customer experience and drive engagement.
Strategic & Operational Management

  • Create buyin for the product vision both internally and with key external partners.
  • Work with the relevant managers to develop product pricing and positioning strategies.
  • Operational assistance to brand managers for marketing communication elements; including POS, advertising and marketing material, content monitoring for digital and social media platforms.
  • Work with the Content Coordinator for functional management of CMS, consumerfacing digital integration points, and content management of the CRM and BRM products.
  • Onboarding of 3rd party suppliers into our complex technical and operational environments.
  • Management of internal communication touch points to ensure that all areas of the business, especially IT; Operations and Customer Care Centre are fully up to speed with CRM and BRM product development plans.
  • Draft business requirement documentation.
  • Creating project plans to align both internal and external stakeholders.
Monitoring & Reporting

  • Reporting analysis on all CRM and BRM product initiatives
  • Liaising with BI department on improved CRM and BRM product reporting
  • Produce data driven insights and make recommendations which help refine and improve CRM and BRM product programmes performance to meet annual KPIs.
Restaurant Support & Training

  • In restaurant troubleshooting and testing of all new integrations to Point of Sale systems.
  • Operational assistance of customised local store communication to their members.
  • Assisting Call Centre and restaurants with queries related to products
  • Periodic restaurants visits to complete system test pre and post implementation of a project.
  • Ensure that Customer Care is updated with relevant, timeous information about initiatives to ensure that the call centre team can convey the correct information to inquiring customers.
Automation, CRM & Social

  • Working with CRM, BRM and brand team on acquisition and retention programmes. Leveraging customer campaigns to increase revenue and brand loyalty
  • Development and implementation of the CRM and BRM plan which enhances the customer experience, drives engagement, and meets business targets/objectives.

Requirements:

  • Tertiary education, preferably in business /project management/ information technology or systems qualifications.
  • Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, Teams, and Excel.
  • Experience with a variety of Content Management Systems.
  • Experience with app publishing and management.
  • Sound Point of Sale understanding within sit down and over the counter restaurant environment) advantageous.
  • Exposure to SQL or at least some database experience would be advantageous.
years' relevant experience in product management with a focus on mobile, digital, loyalty, franchising or FMCG.

  • Restaurant experience/understanding of Franchise Operations advantageous.
  • Confident in producing work across multiple platforms.
  • Proven track record of managing all aspects of a successful product throughout its lifecycle.
  • Proven ability to develop product strategies and effectively communicate recommendations to executive management.
  • Solid background working with technical teams with an understanding and/or handson experience in software development and web technologies.
  • Strong problemsolving skills.
  • Excellent verbal and written communication skills
  • Able to multitask, prioritise, and manage time effectively
  • Accountable yet team orientated.
  • Be able to take initiative

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