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Product Manager - Customer Products - 3291

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Product Manager - Customer Products

  • Primary Location:
    Clonskeagh Office, Cluj - Napoca, Hammersmith Office
  • Contract Type:
    Permanent
  • Employment Basis:
    Full-Time
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Flexible Working

(when applicable)

Shares Plan

Careers Progression

Global Mobility

Ongoing Learning

Pension Scheme

Health Insurance

Pizza and Drinks Fridays

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PRODUCT OVERVIEW/PURPOSE:

The Customer function exists to power the brands that Flutter UK&I operate, Paddy Power, Betfair and Sky Betting & Gaming. We believe the best way to achieve this is through a hypothesis led, data driven, outcome focused approach to product development, where there is a risk tolerance for failure. The Customer Product function plays a critical role in the performance of the broader PPB business.

 

ROLE OVERVIEW/PURPOSE:

 

Reporting to the Head of Product - Journeys, the Product Manager – Payments & Help, you will be responsible for delivering a world class product experience for the Flutter UK & I brands in the following areas:

  • Customer Payments
  • Help & Contact Systems

You will also be responsible for building out the strategy, roadmap and delivering improvements to all aspects of our Payments & Help system offerings for the Paddy Power and Betfair brands.

 

You will be obsessed with how our customers interact with our products, using data and insights to ensure we solve customer problems, testing and validating hypotheses to develop a pipeline of compelling products that will help to deliver an unmistakable brand experience that embeds simplicity in all journeys.

 

You will also work closely with a broader community of Product Managers across the Flutter Group to share and leverage learnings and best practice. 

 

This role is responsible for managing & developing one direct report based in Hammersmith.

 

KEY RESPONSIBILITIES:

 

Champion the customer

  • Be customer obsessed, relentlessly putting the customer at the heart of products and decisions.
  • Be metric-and-data-driven, monitoring and reporting on product and customer KPIs, aligned to the strategic goals of Paddy Power and Betfair.
  • Clearly articulate the respective customer “why” behind initiatives.
  • Understand distinct segment personas, drivers of performance, behavioural attributes pain points and customer journeys and use evidence to demonstrate customer needs.
  • Gather and manage customer feedback from surveys, user research, customer data & analytics and experiments to drive product improvements or new product opportunities.
  • Capture and translate customer problems and user needs into requirements and priorities.

Align Product Roadmap to Flutter UK&I Product Strategy

  • Responsible for converting an end state vision into a deliverable roadmap of customer improvements focused on the Payments and Customer Service space.
  • Provide clear product direction and focus on measurable outcomes and success metrics, not solutions.

 

Product Lifecycle Management

  • Live and breathe evidence-based product development and product management.
  • Accountable for achieving Customer Tribe KPIs, that help drive our brand goals.
  • Obsess about driving positive customer impact, measuring and tracking key product performance.
  • Work with other Product colleagues, Customer Support, Commercial, Trading, Legal & Compliance, Data and Technical teams to identify opportunities and improve customer experience, and ultimately deliver product performance.
  • Co-ordinate competitor and market activity monitoring and continuously assess strengths, weaknesses and opportunities for our products.
  • Coordinate product launches with Product Managers, Marketing, Operations and Commercial teams and ensure that our propositions land with our customers.

Stakeholder management

  • Ensure all initiatives have defined customer needs, clearly articulated value impact and time-based success metrics that are agreed with key stakeholders.
  • Collaborate with stakeholders to define & communicate the customer outcomes.
  • Work collaboratively with stakeholders to ensure buy-in, alignment and successful delivery of the Customer roadmap vs. success metrics.

Leadership

  • Needs to line manage and mentor junior members of the team.
  • Needs to champion ideation sessions within and beyond the product management team.
  • Needs to look for global product synergies and look to drive relationships across the UKI division (Paddy Power, Betfair and Sky Betting and Gaming) and the wider Flutter Group.

 

EDUCATION, QUALIFICATIONS & EXPERIENCE

  • You will have a minimum of 3 years' experience working in a digital product, ideally in a B2C product manager role.
  • You will have experience working in Payments and understand the terminology and complexity of that industry.
  • You understand the important role a great Customer Service offering can have for users
  • You have found ways to delivery regulatory requirements in a way that can still delight customers
  • You have experience owning complex online products and working with senior stakeholders.
  • You will bring experience in personnel management.
  • Knowledge of the sports, betting /gaming industry would be an advantage.

 
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Location
Winslow Road, Wandsworth, London, Greater London, United Kingdom, SW11 1TN
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This is who we are

Paddy Power Betfair is an international sports betting and gaming operator, with a market-leading presence in the UK and Ireland, as well as a range of operations across Europe including Romania, Portugal and Malta.

We are online-led, mobile-led and sports-led: and our proprietary technology, unique products and innovative marketing all combine to offer a superb experience to our five million customers worldwide.

Our spirit, talent and ambition has taken us into the FTSE 100 index of the London Stock Exchange and we now employ over 7,000 people in sixteen locations across the globe; from Dublin to Los Angeles, and London to Melbourne. Our culture rewards innovation, teamwork and we like to stay fast-moving in a dynamic industry.

On a larger scale

We are part of Flutter Entertainment, a global sports betting, gaming and entertainment provider for over thirteen million customers worldwide.

Established in 2019, Flutter merged with The Stars Group in 2020. As the parent company Flutter Entertainment now has a host of brands that sit under it including Paddy Power and Betfair (PPB), Sky Betting and Gaming, PokerStars, Full Tilt Timeform, oddchecker, Sporting Life, SportsBet, Bet Easy in Australia, FOX Bet, TVG and FanDuel in the US.

Across the globe, Flutter employs over 14,000 people across more than 40 offices and over 600 retail sites. We pride ourselves on being a responsible operator, committed to making a positive contribution to the communities we operate within.

This is your Challenge

  • Delivering product at scale for over 5 million customers, 99,9% of transactions in less than a second
  • Our systems process more than 7 million transactions every day (more than all the European stock exchanges combined)
  • Deliver high transitional products, serving more than 2.5Bn calls a day
  • Diverse and up to date technical landscape to explore, leverage and innovate
  • The products you’ll develop will comply with ambitious uptime targets: less than 50 minutes downtime expected per year
  • Continuous Integration, Deployment and Testing