Senior Product Manager - Post-Purchase Experience

Work location: Berlin / DE (Hybrid)

FULL-TIME

expondo is an eCommerce business with the purpose of serving professionals with tools and equipment needed to run their small-medium sized business. You will join the digital product team responsible for ensuring customers are getting the most of their equipment they’ve brought from us.

WHAT YOU WILL DO

We believe the post-purchase experience is where you convert one-time customers into loyal customers; who would use us for future equipment related needs and act as an extension of our marketing team by telling their communities about us — two important objectives required for us to diversify away from rising performance marketing costs.

As the Senior Product Manager for this area you will:

• Understand the key Aha! moments when customers realise buying their equipment from expondo was the right decision and create experiences to increase no. customers who reach these moments
• Understand the lifecycle of customers equipment within the context of their business continuity and create engagement opportunities for customers to keep using expondo and find ways to monetise those engagements
• Manage digital experiences across order fulfilment, product usage, returns, service and advocacy stages of the customer journey

WHAT YOU BRING IN

• Love problems worth solving: you have a knack for finding the right problems to solve within the context of business strategy needs & mastered the craft of building consensus with your key stakeholders on how to prioritise them
• Mastered customer-centric thinking: you know how to dig behind the surface of customer’s wants to find the underlying needs your product should serve
• Obsess about problem-solution fit: you have an arsenal of techniques to validate Marty Cagan’s 4 risks while balancing the need to just deliver solutions quickly
• Set the pace for value-delivery : you’ve grown to learn the variable you have to getting product releases delivered quickly and on-time is about size of goal and scope of functionality to achieve goals rather than challenging engineering on why something takes so long

You will fit nicely if you champion

• Dual-track discovery & delivery practices
• Jobs to be done practice & speaking to customers
• KPI trees & opportunity solution trees
• “How might we” thinking

You will not fit if you believe your role is just to

• Manage backlogs and just deliver features
• Lean on stakeholders for requirements and how to prioritise backlogs
• Deliver quick-wins

WHAT WE PROVIDE

The DEVELOPMENT of each exponDOer is of the upmost importance to us:

• You will be assigned to a buddy, who will support, advise and simply be there during there for you during the first weeks of the onboarding.
• Your opinion makes a difference, and you will help us to shape with us expondo’s future.
• We provide learning & development opportunities to promote your constant development.

We offer all our employees the FREEDOM to work how it is best suited to their needs:

• Whether it will be work from fully from the office or a hybrid, we will provide the needed hardware to work in comfort.
• We provide flexible working hours
• We trust our employees to make informed decisions, and your contributions will have a direct impact on our projects and overall success.