About the role
Abcam is searching for a product manager to lead development of its help, support and assist experience. Your mission will be to delight customers and grow Abcam’s business by understanding how customers can get the help and scientific support they need and delivering world-class experiences that meet these needs.
- Create a compelling vision for what a great digital ‘Assist’ experience looks like for Abcam and evangelise this vision across the business
- Help define and deliver Abcam’s ‘Assist’ product strategy and roadmap working as a key part of the overall Abcam customer experience team to deliver delightful customer journeys that are continuously improved
Deploy a customer-first approach, utilising data and feedback from across the business to develop a deep understanding of our customers and to optimise the customer experience; as part of this set and measure the right KPIs to show impact of changes
Work closely with customer, business and technology teams to deliver features that are delightful and vital to our customers
Build a strong partnership with IT and business teams to deliver required business transformation
Champion digital innovation, best practices and ways of working at Abcam, ensuring we continue to have a reputation for digital leadership
You will be a digital and eCommerce expert with 5+ years proven experience designing great customer experiences that build on digital best practices and the latest technologies
You will have significant product management experience in a leading eCommerce business (ideally B2B and B2C) along with a strong understanding of how to design personalised customer journeys from ‘end to end’; ideally you will have worked closely with customer support operations to deliver a great digital support CX (e.g. knowledgebase, chat, chatbots and virtual assistants)
You will have a customer focus – and user-centred design thinking supported by strong insights and a best practice approach to experimentation. You will take a commercial, analytical approach – aligning with the business to prioritise changes that will drive the most value underpinned by an ability to use data to build business cases, drive action and measure impact
Our ideal candidate will be collaborative with the ability to bring together different teams and foster a common, positive culture, shared goals and ways of working. Strong communication and stakeholder management skills to inspire, persuade and empower others are essential for this role
You will have exceptional understanding and practical experience of product management discipline and agile development. Experience of working internationally to deliver solutions that work in local markets would be beneficial
In addition, you will be energetic, willing, tenacious, and a problem-solver
With offices across the US, Europe, and Asia, Abcam is one of the leading life science companies today, achieving multi-year double digit growth with the aim of helping scientific researchers make breakthroughs faster. It’s our goal to provide a world-standard in protein research tools, technical support and delivery. When you join Abcam, you’ll join a global business with the passion and the vision to become the most influential company, and, best-loved brand in life sciences.
Founded in 1998, Abcam PLC was an early pioneer of eCommerce in the life sciences industry and aptly, described as ‘the Amazon of antibodies’ in its early years and more recently, ‘the Apple of antibodies’. For multiple years, including 2017, Abcam was voted and awarded the ‘Best Website’ by life science researchers with millions of visits monthly. Today, Abcam is one of the top 5 most value companies listed on AIM with a market cap value of nearly £3B.
Our culture is our key differentiator. We believe in empowering individuals, with responsibility given at an early stage. The working environment is fun and fast-paced, collaborative and outcome focused, with a strong customer focus. In addition to competitive salaries, we offer an attractive and flexible benefits package (which includes shares for eligible employees), a culture focused on wellbeing and opportunities for growth and development.