App Product Manager - My Virgin Media
Hammersmith -Griffin House Hammersmith Road -C1770
Salary: £50,000 - £55,000 plus performance bonus & excellent benefits
This is an exciting time to join Virgin Media, we’ve shaken things up in the telecommunications industry and really pushed boundaries. We were the first to offer "quadplay" services (Broadband, TV home phone and mobile) all from one place and now part of the Liberty Global group we have the firepower to enable us to really invest and strengthen the service and offerings to our customers.
To support our growth we are further adding to our Digital team to enable us to be bigger and stronger…….
In this role as App Product Manager for the Virgin Mobile app you will be responsible for the account/service app elements for Cable (broadband, TV and phone) customers. You'll lead a design & delivery team to build out the feature sets of the app aligned to business opportunities to reduce operational cost and complexity, the Consumer Roadmap priorities and to deepen customer engagement through package changes and loyalty and rewards. You'll be fantastic at blending the functional and technical with the commercial and emotional, to capture a broad range of business and stakeholder requirements to reduce cost & complexity, or to grow/protect revenue. You'll then prioritize, design and deliver a product that delivers against that vision and drives significant improvements in our customer experience.
You'll work closely with the App Adoption Manager to grow the awareness and adoption of the app, driving progress and recommending where customer journeys and marketing activity need to change to capitalize on the app functionality to drive digital-first behaviour acrossthe customer lifecycle, especially at the Join and Use/Help stages of the customer journey.
This role has a huge opportunity to make a big impact. You’ll work closely with the Mobile Digital Service team to build a great plan across App and Web to help protect and grow revenue, removing complexity and cost and support delivering deeper, more rewarding customer relationships for the legendary Virgin Mobile brand and its loyal customer base.
This is role will be based in our Hammersmith offices.
Required critical competencies and behaviours:
• True customer focus and ability to create great customer experiences that drive channel share and NPS• Energy and passion to excite others with your product vision, with the ability to convince your stakeholders to be happy with the outcome, even if at times it varies from the original ask• Can craft easy-to-understand requirements that both capture your vision and give delivery/technical stakeholders what they need• Comfortable investigating multiple sources of insight to find the customer experience problems and generate the recommendations needed to help resolve them• Experienced at creating compelling business cases that impress Finance• Energetic and passionate with attention to detail to deliver quality every time• Excellent communicator, both written and verbal• Strong relationship building to gain trust and collaboration with internal stakeholders• Ability to influence at all levels to get the job done• Strong self-starter - able to work alone and bring other people with them• Ability to think creatively and calmly in a high pressure environment• The sort of personality who thrives in a fast moving, quickly changing atmosphere.
Required key skills (functional / technical):
• Full app product lifecycle management, from development & delivery to in-life adoption and optimization• Large project management and delivery, from inception to in-market launch• Agile development and delivery• Understanding of web analytics packages including Adobe Analytics, sessions tools and user testing
• Good experience in a digital app product management role with a sizeable customer base. Telecomms/Media experience is not essential• A passion for native digital brands, or established brands which have a brilliant digital service experience• Proven experience in online product management, overseeing a dedicated team and managing product prioritization, roadmap, and delivery of user-facing functionality• An uncompromising focus on user-centric design, applying intellect, data, research, and well-honed judgment to make the biggest difference with the resources available• High analytical and technical skills, with an ability to challenge and be challenged on a numerical basis to ensure your decisions are well founded
Salary: 50-55k depending on experience + excellent benefits
Virgin Media is part of Liberty Global, the world’s biggest cable company. We are delivering the biggest investment in the UK’s digital infrastructure for over a decade. Through four multi-award-winning services - Virgin Fibre, Virgin TV, Virgin Mobile and Virgin Phone - we help people access technology so they can do more, be more and have more fun. Join and you’ll be part of the Virgin Media family. You can trust us to do the right thing by you.
Our benefits are your reward for being brilliant. They’re pretty darn spectacular. Just like our people. We’ve put together a package to help you love what you do, at work and at play. You will get 25 days holiday and your birthday off each year, we provide a company funded Medical Plan as well as a Pension Plan where we will match every pound you put in, up to 10%. What's more you'll also benefit from discounts across Virgin Media products and Virgin brands and many other perks on top.
You can find out about all benefits in full here.
Come and be a part of something special. Join us!