Position Title:  Manager IR CRM Solutions

For our team in Krakow (Poland) we are looking for a Manager Indirect Retail CRM Solutions.

The overall purpose of this position will be:

Support the Head of Remote Engagement and CRM Solutions Product Group Manager with the definition, design and greenfield deployment of the PMI B2B global digital CRM and Remote capabilities, in close collaboration with IT and the Deployment team. Manage projects or sub-projects and deliver digital solutions at global scale aimed at capturing:

• Growth opportunities through increased speed to market via indirect retail and enhanced capabilities to achieve targets on both SFP and conventional business.
• Efficiency gains by effectively automatizing processes and using AI, GenAI and Agentic features across our three primary channels: Digital, Remote and Face-to-Face.
• Overall responsibilities of individual Product Governance & Performance Management.
• Understand market demand, ensure successful business design, layout the scoping for technical design, ensure release deadline and manage resources, and documentation. Plan with Capability and Enablement team for a successful roll out, drive & track adoption.

You will:  

• Assist in defining strategies for the Product and across engagement channels. Manage complex projects throughout their lifecycle. Support communication with all involved stakeholders. Support risks and mitigation plans.
• Act as a Project Manager for CRM and Remote Solutions, assisting in the design and execution, followed by proper handover to deployment team. Manage the scope definition of new digital capabilities or sub-capabilities (features), in line with the Indirect Retail digital vision & strategy, by liaising with various partners (Markets, Regions, Deployment teams, IT & other PMI functions). For major initiatives, this includes the preparation of business cases supported by return on investment models.
• Manage the design of new future-proof capabilities and related end-to-end business processes to further improve the efficiency and effectiveness of the various commercial levers (retailers, field force, call center, training & capability building). Support of new product testing, pilot result tracking & full-scale development and deployment. Ensure documentation of all the learnings and manage the feature pipelines & available resources. Support for business design of new features and scoping of technical design architecture in collaboration with IT team.
• Provide support to define and measure the business and technical KPIs related to the new CRM and Remote capabilities and ensure that these are developed and embedded into the analytical environment, in collaboration with the Insights & Analytics team. Responsible for market capability development for product feature adoption, use of maximum number of features, update features catalogue periodically, address major market queries, participate in market awareness/knowledge building session (need based) and close the knowledge gap. Coordinate and collaborate with Enablement team to ensure a robust adoption of the product and its various features.
• Support greenfield market Fit/Gap exercise (following self-evaluation done by enablement team), document & communicate the findings, and support the REEV governance processes (via ConsGov tickets).

 We’re looking for someone with:

• Bachelor’s degree or equivalent professional experience in engineering, computer science, business administration or a related field. Technical certifications and trainings are an asset.

• 4-6 years' experience in Product Management, Sales, or Commercial in FMGC company with a good data & commercial performance acumen, familiar with data analytics and techniques to enable deep analysis and fast decision making. Familiarity with AI solutions and methodologies.
• Good breath of commercial and omnichannel understanding.
• Sound market experience in business and consumer understanding, track record in developing product and commercialization strategies and roadmaps/ innovation pipeline.
• Demonstrable and successful experience in defining, delivering, and driving innovation and support of product owner management.
• Strong strategic mindset with the ability to articulate a crisp and inspirational plan for the product, as well as to create a compelling vision and strategy narrative and communicate it effectively to other partners.
• Experience in defining requirements, managing complex cross-functional programs & agile teams with strong commercial competence and understanding, analytical capabilities, planning & prioritizing.