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First Rail is one of the UK's most experienced rail operators, carrying more than 345m passengers across four franchises (Great Western Railway, South Western Railway, TransPennine Express and Avanti West Coast) and our open access operator (Hull Trains). We operate all types of passenger railways - intercity, commuter, regional and sleeper services.

We are continually seeking ways in which to improve the experience for our customers. Our newly formed Customer Contact Centre (FCC) will therefore use industry leading systems to deliver excellent customer service and ensure that requests are speedily and effectively resolved.

Our delivery teams are responsible for a variety of customer support matters which range from processing customer compensation claims to complaints handling, group bookings and assisted/special services, quality assurance and fraud prevention and detection and retails sales to individuals and corporates.

As the Salesforce Product Manager, you will be coaching and mentoring a small team of Salesforce.com admins and influencing wider technical teams to continuously improve and develop the Service Cloud platform in use at First Customer Contact, dealing with stakeholders to fully understand the business goals so that any solutions developed contribute to those goals. You will also have a wider view on the opportunities available through use of the Salesforce.com platform.

• Develop and manage the product roadmap for Salesforce products based on input from various FCC stakeholders' teams.
• Identify and prioritize product features and enhancements that will drive efficiencies, customer satisfaction, revenue growth, and profitability.
• Collaborate with cross-functional teams to ensure product goals are aligned with business objectives.
• Define product requirements, user stories, and acceptance criteria for new product features and enhancements.
• Conduct market research and competitive analysis to identify trends, market opportunities, and potential threats to the Salesforce product line.
• Work with the development team to ensure that products are built and delivered on time, within budget, and to the expected quality standards.
• Develop and maintain product documentation, including user guides, release notes, and technical documentation.
• Analyse product usage data and customer feedback to identify areas for improvement and recommend changes to the product roadmap.
• Develop go-to-market plans for new product launches and work with sales and marketing teams to ensure successful product adoption.
• Build strong relationships with key customers and partners to understand their needs and gather feedback on product performance.

• Demonstrable experience as a user focused Head of/Product Owner
• A deep understanding of Salesofrce.com Service Cloud
• A wider understanding of the full range of Salesforce.com product suite, including Marketing Cloud and Sales Cloud
• Ability to collaborate with technical teams and influence stakeholders to develop and agree a product vision and roadmap, that will deliver the strategic outcomes
• Experience in translating product roadmaps into backlogs that prioritise delivery of the highest value features first
• Excellent communication and relationship management skills
• Ability to empathise with and provide constructive challenge to senior stakeholders
• Coaching and mentoring of Salesforce.com admins and management of 3rd Parties

• Minimum of 10% contribution to your Pension (5% employer and 5% employee)
• 25 days Holiday plus National Bank Holidays
• Travel Offers for Bus and Rail*
• Shopping Discounts including discounts and cashback on electrical goods, your weekly shop, holidays, cinema trips, car insurance, upgrading your mobile and lots more
• All employee Share Schemes*
• Buy as You Earn – allows you to buy shares each month, with 2 free ‘matching' shares for each 3 shares you buy. You can vary the amount you save or stop it at any time. You need to participate in the scheme for at least 3 years to receive the matching shares*
• Employee Assistance Helpline – free, confidential employee support service provided by an independent provider
• Payroll Giving – donate directly from your pay to a Charity of your Choice

• After 6 months employment

First Customer Contact aims to attract high calibre applicants by ensuring that recruitment and selection processes are effective, systematic and fair, and promote equality of opportunity regardless of any protected characteristic as defined by the Equality Act 2010, membership of any trade union, or social class or background.