Product Area Manager – Customer Engagement

Job Description
Are you a senior product leader passionate about customer engagement and loyalty? Would you like to take part in shaping the future experience for customers around the globe and across our multiple brands? Are you interested in leading a digital transformation, putting in place new ways of working and capabilities that will accelerate the growth of H&M Group?
We are looking for a customer-obsessed senior product leader to take on the role as Product Area Manager for Customer Engagement at H&M Group. This role is part of our new Business Tech organisation. Within Business Tech, we aim to continuously surprise and delight our customers. We explore new ways of working, have a customer focused mindset, embrace our strong values and release the power of our people to innovate and develop products that make a meaningful impact to customers all over the world.


About the positions
As a Product Area Manager within Customer Engagement, you will co-lead the product area together with a Product Area Lead Engineer to build deep relationships and loyalty with our customers with the ambition to retain and increase value of current customers over time. Working closely with collaboration partners, your teams will act on changes in customer behaviour and create the foundation for long lasting customer relationships by constant development of our loyalty offerings within the Group. This includes products such as lifecycle activation, community & social sharing, triggered communication, member growth, member engagement, and service offerings. This Product Area contains approximately 13 cross-competence product teams (approximately 180 people) that develop, build, and operate their products.


What you will do as Product Manager
You will lead a product organization to deliver optimal business and customer value through the development and optimization of our digital capabilities. You will be responsible for the overall vision, strategy, and KPI fulfillment of the Product Area. As a Product Area Manager, you will also be a part of the Customer Domain leadership team and work closely with fellow Product Area Managers to ensure coordination of effort.
A central part of the role is to guide and coach your team through our transformation. Strong servant leadership is the foundation of our new organization, and we expect you will lead through empowering and constructively challenging your teams. We are on a journey together, which means there is no clear path, and you will play an important role in setting the foundation for the organization.
Together with the Product Area Lead Engineer, you will support the Product Owners and their teams to shape the end-to-end product strategy and determine associated value. You will have staff responsibility for Product Owners, as well as the competence leads for Data Analysts and Business Experts in your area.
You will also build trusted relationships with collaboration partners across the H&M Group, inside and outside of Business Tech, and work closely with relevant partners to align the product area roadmap with our overall company strategy.


Product Area Manager responsibilities include:
Define high-level KPIs and targets for the entire Product Area and align them with the respective Product Owners, supporting a data-driven environment where we set and measure our goals
Create and maintain a roadmap for the Product Area, working closely with collaboration partners across the H&M Group to ensure priorities are aligned to overall company strategy and direction
Identify and manage dependencies within the Product Area and to other Product Areas
Stay in sync with the Product Owners and support on priorities and day-to-day decision making
Manage the area budget, being accountable for the financial impact incurred by leveraged resources and solutions in the product teams of the Product Area
Employ servant-leadership to coach and empower the product owners and product teams to increase speed and impact of their work
Prepare quarterly business reviews to set clear direction, aligning the Customer domain direction and product team direction
Support the product teams in product demos and lead regular product area demos to provide transparency and gain input across the organisation
Be responsible for the overall work environment for your team

It’s an advantage if you have experience from Value Proposition Definition and OKR Methodologies.


Your mindset & skills
Our journey will lead to something new and exciting - we will test, fail and learn. You are an important leader in this transformation, therefore we believe you are flexible, stress-resistant and able to work in an environment that is not yet formalised.
We believe that you are customer obsessed and always push to develop current and new innovative customer offerings, always with a customer-centric mindset. You stay up to date with the latest techniques for product discovery and hypothesis-driven product development, and you thrive in a matrixed organization with both complex and evolving technology and products.
You have great leadership skills and believe in a culture of collaboration, transparency, safety, and trust. You empower others to fail, learn, and grow and celebrate success as much as failure. You are a visionary that coaches and empower your colleagues with the most relevant competencies so they can lead, collaborate, and deliver exceptional customer and business results. We believe that you are a curious leader focused on value creation, growth and serving customers with full ownership and accountability. You have a holistic mindset and are typically skilled in breaking down silos, enable collaboration and empower teams. We call this servant leadership. Furthermore, we believe you:
Have the ability to lead an organisation unit with 70-150+ employees
Have understanding and experience of Agile product development, preferably in large organisations
Are a great communicator with experience of bringing together multiple business partners, both internal and external, to execute on a common mission
Know how to build end-to-end product vision, strategy, roadmap and KPIs
Know how to make data informed decisions and translate customer and business insights into a product vision
Have track record of creating customer and business value through team and customer fulfillment products