First Customer Contact is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.
About the team
We are continually seeking ways in which to improve the experience for our customers. Our Customer Contact Centre will therefore use industry leading systems to deliver excellent customer service and ensure that requests are speedily and effectively resolved.
Our delivery teams are responsible for a variety of customer support matters which range from processing customer compensation claims to complaints handling, group bookings and assisted/special services, quality assurance and fraud prevention and detection and retails sales to individuals and corporates.
About the job
- As the Salesforce Product Manager, you will be coaching and mentoring a small team of Salesforce.com admins and influencing wider technical teams to continuously improve and develop the Service Cloud platform in use at First Customer Contact, dealing with stakeholders to fully understand the business goals so that any solutions developed contribute to those goals.
- You will also have a wider view on the opportunities available through use of the Salesforce.com platform
Your main responsibilities will be:
- Develop and manage the product roadmap for Salesforce products based on input from various FCC stakeholders' teams.
- Identify and prioritize product features and enhancements that will drive efficiencies, customer satisfaction, revenue growth, and profitability.
- Collaborate with cross-functional teams to ensure product goals are aligned with business objectives.
- Define product requirements, user stories, and acceptance criteria for new product features and enhancements.
- Conduct market research and competitive analysis to identify trends, market opportunities, and potential threats to the Salesforce product line.
- Work with the development team to ensure that products are built and delivered on time, within budget, and to the expected quality standards.
- Develop and maintain product documentation, including user guides, release notes, and technical documentation.
- Analyse product usage data and customer feedback to identify areas for improvement and recommend changes to the product roadmap.
- Develop go-to-market plans for new product launches and work with sales and marketing teams to ensure successful product adoption.
- Build strong relationships with key customers and partners to understand their needs and gather feedback on product performance.
As a minimum, you will need to have:
- Demonstrable experience as a user focused Head of/Product Owner
- A deep understanding of Salesforce.com Service Cloud
- A wider understanding of the full range of Salesforce.com product suite, including Marketing Cloud and Sales Cloud
- Ability to collaborate with technical teams and influence stakeholders to develop and agree a product vision and roadmap, that will deliver the strategic outcomes
- Experience in translating product roadmaps into backlogs that prioritise delivery of the highest value features first
- Excellent communication and relationship management skills
- Ability to empathise with and provide constructive challenge to senior stakeholders
- Coaching and mentoring of Salesforce.com admins and management of 3rd Parties
About the location
Sheffield city centre at our modern offices.
Ten minutes' walk from Sheffield Station.
Agile and Hybrid working is an option that can be discussed.
Travel to other UK locations as appropriate
Working pattern
37.5 hours per week, between 0800 and 1800 Monday to Friday; some weekend working by exception
The Reward
- Travel Offers for Bus and Rail*
- Payroll Giving – donate directly from your pay to a Charity of your Choice
- Shopping Discounts including discounts and cashback on electrical goods, your weekly shop, holidays, cinema trips, car insurance, upgrading your mobile and lots more
- All employee Share Schemes*
- Save as You Earn - gives you the opportunity to save a regular amount each month for three years. At the end of the savings period, you can use your savings to buy shares at a discounted price set at the start of the Scheme, or take your savings as cash.
- Buy as You Earn - allows you to buy shares each month, with 2 free ‘matching' shares for each 3 shares you buy. You can vary the amount you save, or stop it at any time. You need to participate in the scheme for at least 3 years in order to receive the matching shares.
- Employee Assistance Helpline – free, confidential employee support service provided by an independent provider
*after 6 months of employment
We all belong at First Customer Contact.
FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.
We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.
We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.
We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.
If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.
https://www.healthassured.org/blog/neurodiversity/
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