Consumer Relation Platform Manager

About Geopost

Geopost, a European leader in parcel delivery and solutions for e-commerce, operates in more than 50 countries across all continents through its network of expert delivery brands, including: DPD, Chronopost, SEUR, BRT, Speedy and Jadlog. Leveraging its industry-specific expertise, Geopost is further growing the development of Out-Of-Home delivery services with Pickup, the densest parcel shop and locker network in Europe and is also expanding temperature-controlled solutions for food and healthcare business. In a world of acceleration and transformation, Geopost engages and embraces new e-commerce territories with ESW via Asendia, epicery and Pourdebon.com.

With 57,000 employees, Geopost endeavors to make commerce more convenient, profitable and sustainable for their customers and communities. Committed to becoming an international reference in sustainable delivery, Geopost is the first global delivery company to have its roadmap to Net Zero by 2040 approved by the Science Based Targets initiative (SBTi).

Part of the La Poste group, Geopost generated a €15.7 billion revenue and delivered 2.1 billion parcels worldwide in 2023.

In the context of its ambitious international growth the Marketing Digital services team is recruiting a Consumer relation platform manager.

Main Project : Consumer Communication platform generating notifications via e-mail, SMS, mobile push notification according to parcel life cycle process

Status : Cadre

Management report : The position is reporting directly to Consumer Relation & Acquisition Program manager, in the Marketing Digital services team, based in Issy-Les-Moulineaux, France.

Functional management of Business Units project teams : Marketing, Digital, Communication and IT.

Business stakes of Digital services team :

Co-design and develop digital services to enhance BUs business at group level and enrich value proposition to shippers and consumers (website, mobile application, chatbot, notifications…)

Roll out group digital services solutions according to BUs’ local specificities and IT ecosystem

Grow consumer and customer acquisition, knowledge, adoption of digital services and engagement through omni-channels relationship program. Convert visitors into registered users benefiting from a customized experience.

Mission & Responsibilities

As Business Owner of consumer communication platform, you define notifications strategy, roadmap, implementation and international roll out in collaboration with Business Units (BU), IT, Marketing, Design, Operation, Customer Service and Sales teams

Define notifications uses cases with BUs by animating workshops using Design Thinking and change management approaches: define user journeys, quantify potential target value proposal, business case canva, user research interviews, experience map…

Collect and understand BUs’ practices in terms of parcel delivery offers, corresponding operational processes and omni-channels consumer transactional notifications linked to parcel lifecycle (e-mail, sms, mobile push notification)

Understand the technological ecosystem delivered by the Group to the BUs and how the communications platform integrates with other applications and user journeys

Identify BU’s best practices & processes to co-construct convergence and continuous improvement

Be the reference contact for BU’s requests and operational run support to setup communication campaigns -ie : configure triggers, rules and templates per channel

Specify and formalise requirements and processes from BUs or other stakeholders involved in customer experience and collaborate with the IT department

Drive and report projects delivery in agile methodology cross-functionally with all stakeholders at group and BU level: deliver the solution with the right balance between quality, time to market and budget, identify risks to secure, propose contingency plans when needed, report progresses and decisions to take

Define roadmap and prioritize backlog according to business value and feasibility

Participate to roll-out with local and central teams: pre-sales phase, functional and process gap analysis, train BU users, change management.

Coordinate end-to-end tests with BU

Measure and analyse performances (KPI dashboard volumes, data quality, costs, SLA…) and define continuous improvement action plan accordingly

Maintain the service documentation, and ensure consistency with commercial, operational and IT processes

Market watch

Benchmark competitors’ services, identify opportunities and key differentiators, especially regarding consumer acquisition, conversion and retention

Watch digital consumer omni-channel market evolutions to propose bold and disruptive prospective roadmap : competitors/disruptors, MarTech opportunities...

Develop informed opinion about e-retailers’ post-sales practices, m-commerce, omni-channel consumer relationship…

Promote actively Communication Platform strategy

Create and maintain communication support in collaboration with Marketing promotion team: roll out and guideline tool kit, training documentation, video, presentations…

Design the trainings and train BUs’ trainers

Animate collaborative workshop with international Digital Community, share BUs’ best practices and market watch

Organize webinars to strengthen group digital services knowledge

Profile and skills required

Passionate about data driven consumer relationship management, processes optimization, and driving change in an international context.

Minimum of 5 years experience, with significant experience in communication/notification platform management.

Used to collaborate with consumer acquisition colleagues to support growth strategies and with customer service to reduce contacts ratios.

Excellent English & French level, a third language is appreciated.

You must demonstrate strong organisation and agile capabilities.

Skills required

• Project management in transversal position
• Tools : MS Pack-Office (Excel, Word, PPT), Google Analytics, Jira, Confluence, Figma, Klaxoon/Miro...
• Excellent understanding of consumers expectations in e-commerce and delivery sector
• Knowledge of CEP European market, omnichannel Customer relationship management
• Experience in digital relation strategy, in an international context, designing user journeys, as Product Owner or Business Analyst, collaborative workshop animation
• Experience in Design Thinking, Product Management and Agile methodologies

• Soft skillsExcellent interpersonal & communication skills
• Team player with strong leadership skills
• High adaptability, ability to cope with complexity and uncertainty
• Organisation & pragmatism
• Capacity of analysis and synthesis
• User satisfaction and business centric
• Creative and bold
• Interest with multi-culturalism

Position location : 26 rue Guynemer 92130 Issy Les Moulineaux,France.

• Possibility for home office 2 days/week
• Subsidized canteen
• Occasional travel mainly in Europe to be anticipated (2 days per month)