Senior Product Director, Coats Digital

Role Purpose

As Product Director you will be the head of Product Management for all our products and be responsible for our Global Customer Success function. The P&L responsibility of all products wrests with this role.

This role owns the P&L for all products by driving product pricing, launch activities, feature strategy, customer feedback programs and many more life cycle steps for the product. The Product Management function will work directly on the road maps, pricing, strategy, competition tracking, etc. This role will also manage the Fast React Plan product directly and other products through the Product Management team.

As the Head of Customer Success, your role will be to manage the post-go live customer relationship with the teams in region/Country. Our aim is to maximise customer adoption of our products, execute best practise in product usage, propose cross sell, upsell and manage the recurring revenue from customers and keep churn to the lowest possible.

Principal Accountabilities and Key Activities

Key Responsibilities (Product Management)

• Conducting voice of the customer (VOC) and observational voice of the customer (OVOC) to understand existing and changing market needs
• Assessing and understanding the market trends and competitive environment
• Developing the business case(s) for new products, product extensions and product withdrawals
• Tracking overall product usage at feature and screen level
• Defining and communicating product requirements, including defining the minimum viable product (MVP) and then working with the Engineering Product Owner to understand time and resource impacts
• Clarifying prioritized target customer segments based on needs, willingness to pay and cost to serve criteria
• Building product value propositions and then working with sales to refine, based on customer feedback and response
• Coordinate product launch and product feature launches – ensuring solutions launch with commercial, marketing, pre-sales, engineering all in-sync
• Ensuring FRP is competitively priced and in alignment with the business goals
• Maintaining the non-software components to FRP, such as its business reviews, training manual, and customer documentation

Key Responsibilities (Head of Customer Success)

• Responsible for leading and influencing the customer relationship at the most senior level of customer organisation.
• Maintaining a highly collaborative and positive relationship with the customer and with internal teams to ensure quality solution delivery and support.
• Provide leadership and insight into customer's objectives, process and technology roadmaps.
• Mentor the team in all commercial aspects of the role including chasing overdue AMC renewals. Protect and ensure customers renew their AMC contracts by getting value through the software purchased whilst having an exceptional experience.
• Drive subscription renewals, expansion and cross selling.

Education, Qualifications and Experience

Essential

Desirable

• Proven expertise and demonstrated capabilities in apparel industry or related manufacturing industries specific to construction and industrial engineering.
• Deep understanding of apparel or manufacturing needs, especially in industrial engineering.
• Agile product management best practices and the ability to model / map solution designs and requirements.
• Ability to build strong lasting relationships with C-Level Customers.
• Ability to give compelling presentations up to and including board level.
• 15+ years of overall experience in SaaS or Enterprise software.
• 5+ years of experience as a Product Manager or Product Owner.
• 5+ years of experience managing teams with commercial responsibility.
• Degree in Apparel Manufacturing or Information Technology or Business Administration.

• Hands on experience with FastReactPlan.
• Experience of Supply Chain Planning Solutions / ERP / Shop Floor Systems.
• Knowledge of different apparel manufacturing process and machinery equipment.