PRC Senior Manager
The role is responsible for leading the Product Research Centre (PRC) team supporting Research & Development. This person is to ensure the end-to-end management of the consumer experience of our products – from translating voice of consumers into requirements, validating the product design execution, and monitoring the products’ market performance through different consumer touch points (i.e. Ratings & Reviews, call centers, etc.). It is required to work with a cross-functional team of project managers, marketing managers (including market intelligence), development & quality engineers, and product designers. The team is expected to provide and deliver expert evaluation on products and steer the project team towards delivering the required consumer benefits. Your contribution is directly visible in the final product and is key in guiding future development directions of our products.
Key Areas of Responsibilities:
Represent the consumers in the cross-functional project teams and proactively push for delivery of specifications that will delight consumers.
Understand and translate what the consumer wants and needs into requirements to deliver suitable user experience for our products.
Develop and update user requirements and test protocols for validation & claim substantiation linking to consumer behaviors and needs through data analysis of secondary data such as ratings and reviews, consumer magazines, call centres data, etc. Keep close collaboration with test houses (i.e. CTTN, SLG, etc.) to make sure test protocols are up to date.
Conduct consumer tests, secondary research, and evaluations in the areas of overall product experience, performance, usability and user interface.
Perform risk assessment focusing on consumer impact in cases when the product is not meeting requirements. Develop scenarios to overcome the risks identified.
Support consumer care (post-sales) deliverables related to user experience in call centres and online platforms.
Lead the PRC team members and provide operational guidance, both technically and organizationally.
Review and plan competency development for the PRC team linking to the business and organization ambition. Build, establish, and institutionalize competence in performance measurement methodologies, ergonomics, and consumer behaviors.
Trigger and drive initiatives as part of the organization’s continuous improvement. Keep a close knit with PRC team of other Innovation Sites to ensure alignment on initiatives.
Manages internal and external stakeholders
To perform the job successfully, an individual should demonstrate the following:
Leadership – Exhibits confidence in self and others; Inspires and motivates others to perform well; effectively influences actions and opinions of others; Gives appropriate recognition to others; Asks for and offers help when needed. Includes appropriate people in decision-making process; Makes timely decisions.
Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.
Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
Change Management – Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results; Able to deal with frequent change, delays, or unexpected events.
Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan.
Analytical – Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Bachelor’s Degree in a field with good understanding of consumers and/or methods of consumer research such as Business; Market Research; Human Factors; Psychology
Required ≥8-10 years of research experience
Preferred ≥2-3 years of leading a team
Verbal / Nonverbal – Convey easily and quickly any message; Speaks clearly and persuasively in positive or negative situations; listens attentively and seeks clarification; Maintain professional nonverbal communication analogous to situation
Written – Writes clearly and informatively; Presents numerical data effectively.
Presentation – Presents clearly and informatively, easily maintaining audience attention and responding to audience needs; Able to facilitate discussion, progress effectively, and manage audience as needed.
Proficiency in MS Office Products is required.
Knowledgeable in Data Analytics tools is preferred.