Overview

The digital experience is at the heart of the relationship between brands and their customers. The Nissan Global Customer Experience (NCX) team aims to offer customers with the best experience through market leading technology for their online and offline interactions with the different Nissan brands, be it through a computer, a mobile phone or a tablet, or personal experience with Nissan representatives. This is enabled through PACE (Platform for Accelerated Customer Experience) which powers all of Nissan’s 150 websites across the globe, which this team is responsible for developing, optimising and rolling out new experiences across Nissan.

The Business Implementation and Operations Manager will play a crucial role in managing and optimizing the processes, resources, and performance of our global Customer Experience team. You will be responsible for ensuring that our partnerships with agencies are managed efficiently, delivering high-quality outcomes while controlling costs. Your focus will be on process management, quality control, performance monitoring, resource allocation, continuous improvement, vendor and supplier management, and overseeing the delivery of key projects.

Purpose

In this role, you will lead in driving the translation of our business strategy into a cohesive product vision across your product domain, while ensuring alignment with relevant markets and engagement with cross functional stakeholders. You will align Objectives and Key Results (OKRs) to your product portfolio and leverage your product execution experience and market knowledge to strategically guide products through their lifecycle.

Tasks & Responsibilities

Process Management

• Design, implement, and manage internal processes for how we handle opportunities with agencies, ensuring they are streamlined, effective, and scalable in line with the SAFe framework

• Continuously improve these processes by identifying areas for enhancement, including opportunities to automate and increase efficiency, quality, and cost-effectiveness.

• Standardize the approval and reporting mechanisms for ongoing and future opportunities and development to ensure consistency and transparency across the organization.

Performance Monitoring

• Establish key performance indicators (KPIs) for monitoring the performance of CX teams (pods), including metrics like burndown rates, velocity, and quality.

• Regularly analyse performance data to identify trends, successes, and areas needing improvement.

• Take corrective actions when necessary to address any performance shortfalls and ensure teams meet their goals.

Resource Allocation

• Track and manage all agency resources (circa 300 agency personnel), including team pods, outcomes, and discover efforts, to optimize capacity and mitigate bottlenecks.

• Maintain ownership of the capacity tracker to ensure resources are allocated efficiently and unused capacity is utilized effectively.

• Anticipate and address potential resource constraints before they impact project timelines or quality.

Continuous Improvement

• Drive continuous improvement initiatives across the CX team, fostering a culture of innovation and excellence.

• Collaborate with delivery teams during service reviews to monitor output and identify areas for improvement in delivery processes.

• Implement feedback loops to ensure that lessons learned are applied to future projects and processes.

Vendor and Supplier Management

• Oversee vendor and supplier relationships to ensure services are delivered on time, meet quality standards, and are cost-effective.

• Manage budgets and control expenses to ensure that resources are allocated efficiently and financial targets are met.

• Negotiate contracts and service agreements with vendors to secure favourable terms and conditions.

Delivery Lead

• Oversee the planning, execution, and delivery of key projects, ensuring they are completed on time, within scope, and on budget.

• Coordinate cross-functional teams to align on project goals, timelines, and deliverables

• Manage and liaise with multi regional stakeholders including ASEAN, North American and Europe.

• Mitigate risks and resolve issues that may impact project delivery, maintaining a focus on quality and customer satisfaction.

Qualifications and Experience

As a Global Product Partner, you will possess the unique capability to influence ideas from their inception and serve as a strategic guide across various sources of influence. This includes collaborating with Senior Leadership, Journey Directors, Engagement Managers and Regional Market Leads. Your role will involve synthesizing input from these stakeholders into a cohesive product strategy for your assigned domain.

You will be passionate about driving impactful product initiatives and thrive in a collaborative, fast-paced global environment. You should have the following skills and experience:

• Several years of experience in business operations, implementation, or a similar role, preferably within a global organization.

• Vendor and supplier management experience in a multi vendor landscape, including contract negotiation and budget oversight.

• Excellent project management skills, with the ability to lead complex projects to successful completion.

• Strong leadership and communication skills, capable of influencing and collaborating with cross-functional teams and C-suite presentations.

• Proficiency in project management and CX tools (e.g. Aha, Jira, Microsoft Teams and Adobe analytics platform).

• Knowledge of the Adobe Digital Marketing Cloud solution landscape particularly AEM, development languages (Java, HTML5/CSS, JavaScript), infrastructure (CRM, database, and networking systems)

• Functional knowledge of web applications, information systems, digital marketing solutions such as mobile, social media platforms

• A background in automotive is preferred but not required.

• Ability to travel internationally as needed.

This is not an exhaustive list and you are required to be flexible in your approach to carrying out your duties which may change from time to time to reflect changes in the Company’s approach to a culture of continuous improvement.

Our Offer

We think you’ll like working with us because of our valued culture. We pride ourselves on being a transparent, cross-cultural and competitive business; we want you to challenge the norm and contribute to improvement whether you’ve been here ten days or ten years, so apply now to join CEC!

We firmly believe that investment in our employees is integral to their growth and success. As a member of our team, you will have access to many of our benefits - because we want you to feel cared for, supported, and engaged at Nissan. Alongside comprehensive career development and learning opportunities, you will also have access to a wide range of employee benefits. This includes an attractive car ownership scheme, flexible working practices, comprehensive health & wellbeing offerings and team building days.

 

Diversity and Inclusion:

All of us at Nissan - regardless of functional area or expertise - share a passion to design, manufacture and sell high-performance, fun to drive vehicles. Nissan is an Equal Opportunity Employer for all. Applicants will be considered for all positions regardless of race, gender, military status, disability, or any other status protected by law.

London United Kingdom