Customer Management & Capabilities Manager

TL;DR

Customer Management & Capabilities Manager (Product Management): Developing and optimizing personalization tools and customer management capabilities across digital and voice channels with an accent on commercial impact and data-driven decision-making. Focus on building robust business cases, influencing cross-functional stakeholders, and translating complex customer insights into actionable growth strategies.

Location: Based in London (Osterley campus), hybrid work approach

Company

Europe’s leading media and entertainment brand, serving 24 million customers across 6 countries.

What you will do

• Shape and ideate new tools and processes for personalized customer interactions across channels.
• Develop data-driven business cases for capabilities across Voice, Digital, and the My hirify.global App.
• Translate complex datasets into actionable growth opportunities and commercial risk assessments.
• Influence diverse cross-functional teams including Finance, Analytics, Product, and Marketing.
• Present strategic updates and project narratives to senior stakeholders up to Director level.
• Balance customer experience needs with long-term commercial goals to maximize lifetime value.

Requirements

• Proven experience in commercial management, product capability development, or customer journey optimization.
• Strong background in interpreting complex datasets and building financial models or business cases.
• Ability to lead through influence and manage senior stakeholder relationships without direct authority.
• Exceptional communication skills with the capacity to simplify complex topics for various audiences.
• Commercial mindset with an understanding of digital, voice, or app ecosystems.

Culture & Benefits

• Hybrid working policy combining office collaboration with home-based convenience.
• Access to hirify.global Q and discounted hirify.global Glass, mobile, and broadband services.
• Comprehensive private healthcare and generous pension package.
• On-site facilities at Osterley including 13 restaurants, a subsidised gym, and a cinema.
• Disability Confident Accredited employer supporting inclusive hiring and reasonable adjustments.