Big Bus Tours is the world’s largest privately owned open-top bus tour company, carrying 7 million customers a year in 23 famous cities including London, Dubai, Paris, New York & Singapore along with a few you might not expect… Pre- COVID, growing at a rate of three new cities a year, it is our vision to be the No1. ‘thing to do’ in every world-famous city. We recently featured in the Sunday Times Grant Thornton Top Track 250 UK’s Leading Private Mid-Market Growth Companies.

We are seeking an experienced Ecommerce Product Manager who will work collaboratively with stakeholders to provide and deliver a clear vision for the award-winning Big Bus Tours website, app and trade website.

Since 2016 revenues across our digital portfolio of products have grown by almost 500%, delivering millions of tickets to customers. Alongside bigbustours.com, the app is downloaded by over 1million+ customers annually and has become the fastest growing revenue channel in the business, contributing up to 25% of annual web & mobile revenues. You’ll be working with a top agency known and respected for even more award-winning work in the [luxury] automobile & transport industry.

With the web & app now firmly at the centre of our customer experience strategy, particularly in a post-COVID world, these are incredibly exciting products and associated roadmaps to own. You’ll be obsessed about end-user experience, needs and features that drive a roadmap to deliver the highest value to both customer and business. Your ability to effectively prioritise goes hand in hand with nurturing existing and new relationships while asserting constructive influence.

Responsibilities

• Collaborating with VPs of Ecommerce & Customer Experience to define and deliver a clear vision for the Big Bus Tours website & app
• Align and where required work with BBT product owners and wider eComms & CX team inc. Project Managers & QA/UAT
• Own and maintain the product roadmap and associated backlog to reflect priority changes and addition of new customer and business requirements, taking account of technical dependencies
• Provide business insight, context and additional information as needed to help third party development agencies understanding of what is required
• Collaborate with BBT Tech team to collate all supporting artefacts for epics/stories as necessary e.g. design & discovery, user stories + flows, wireframes, images, icons, copy and associated translations – ensuring all assets are on brand and delivered on time
• Carry out analysis of impact, scope and technical dependencies for user stories, drawing on internal technical leads and the external development team to understand any dependencies across journey or platform(s)
• Define user acceptance criteria and liaise with internal QA/UAT team to implement thorough and consistent testing
• Apply a data driven approach to identify and validate opportunities to increase revenue to shape product roadmaps and backlog, using multiple data sources and customer insight (qualitative and quantitative) and to continuously drive improvements in the online and app user experiences with a view to increase conversion and AOV across digital portfolio.
• You’ll be providing business change requests for our Tech team to deliver. Key to the success to this role will be working closely with the Tech team to gather and create well-defined requirements in line with business objectives and manage expectations as well as gaining wider sign off on deliverables.
• Collect and implement product feedback from internal stakeholders including in-city teams with the confidence to say ‘no’ (and ‘yes’)
• Collaborate with VP of Customer Experience to uncover unmet customer needs & frustrations via online and in-app surveys and NPs®
• Support wider ecommerce, marketing and CX teams to define internal team changes and requirements.
• Work closely with the Big Bus Data to help define the A/B and personalisation testing strategy, and rolling out after test completion.
• Devise and deliver product show & tells and monthly reports to stakeholders at varying levels of technical understanding and seniority within the business
• Socialise product changes, with customers in collaboration with CX & Marketing team and throughout the rest of the business
• Work closely with CX, Marketing & in-city operations teams to ensure the success of new features from role out (GTM) through to sunset

• At least 3 years in digital delivery role ideally within native app(s) and/or mobile
• Ability to quickly understand commercial and business value of new features
• Ability to apply agile analysis techniques specifically for defining and creating user stories and acceptance criteria
• Ability to quickly pick up and understand the technology landscape of the product area they are working in
• Reasonable to good knowledge of agile scrum methodology and practices
• Strong epic, user story and requirement writing skills - converting business requirements, challenges and opportunities into usable documentation.
• We are a lean team – proactive approach to working independently, whilst as part of a team. Can-do attitude a must.
• Good judgement to make the right prioritisation decisions based on value + data
• Ability to take ownership and make decisions in fast paced environment
• Strong communication skills with business and technical stakeholders
• Delivery focused with excellent attention to detail and strong drive to resolve issues
• Strong team working and collaboration skills inc. experience leading digital delivery teams.
• Experience in creating and maintain delivery backlog
• Working in high-pace, agile team.
• Overseeing and prioritisation of delivery backlog.
• Travel experience desirable, particularly internationally.
• Platform/CMS experience a must – Magento desirable.
• Multi-city, multi-language and multiple currencies experience beneficial.
• Exceptional web analytics and data knowledge, with the ability to use data to derive insight.
• Strong Google Analytics experience
• UX and UI design experience would be beneficial
• Experience with payment gateways desirable, eg WorldPay
• Using and influencing API implementation. Particularly product and booking systems.

Key Competencies

• Strong level of commercial acumen to ensure understanding of business value and implications of the team’s technical deliverable
• Sharp analytical and problem-solving skills, with a high level of attention to detail
• Strong understanding of key online marketing channels and how they influence online user behaviour
• Good problem solving skills
• Ability to work to deadlines in a fast-paced environment
• Personable, well presented approach and able to liaise effectively with a wide range of colleagues and external agencies.
• Using UX best practice to drive improved customer experience to drive better AOV