Product Manager - Sales & Service Experience

Welcome to TheFork! We're on a mission to bring people together, feed the human spirit and champion restaurant culture because we strongly believe the best things in life happen around the table, and we want you to experience those unforgettable moments. 🍽

Founded in 2007 and present in 12 countries, we are the leading restaurant booking platform across Europe and offer the broadest community of diners access to thousands of incredible restaurants. How do we make this happen? Through our exceptional lineup of products:

📱TheFork App: our free restaurant discovery & booking app that helps you find your next table with ease

💻TheFork Manager: our innovative software tool that digitizes restaurant operations and helps restaurateurs manage their bookings and increase their revenue

💳TheFork PAY and TheFork Gift Card: quick and easy ways to pay directly from TheFork app, making the payment process a piece of cake.

We have offices all over Europe, boasting a fully international team from all over the world. We are all foodies at heart, and work together in a flexible, multicultural and positive environment which provides everyone with space to grow, both professionally and personally.

Your missions

Teams organisation:

You will join an agile and dynamic team at Internal User Experience Tribe, in a fast moving, “scale-up” environment to build the efficiency for internal users. Reporting to the Senior Product Manager leading the Sales and Service XP team, you will take part in an international organization that values strong execution, sharing and growing together.

You will be in charge of strengthening the internal tools, processes and experiences for Sales and Service. Your duo are the engineering teams composed of 10 developers specialised in Salesforce, Full Stack and Data Integration. You will work closely with various stakeholders across Business Ops, Sales and Marketing, Customer Service and Operations, and other Product and Engineering, Data Tribes. They are mainly located in Paris, Barcelona, Milan.

Team missions:

• Drive innovation and efficiency in Sales, Marketing, and Customer Service operations through enhanced process automation in our internal tools (i.e. Salesforce) and data quality across systems and data platform.
• Contribute to strategic initiatives vital to TheFork's success, including revenue generation, sales conversion and product-led capabilities.
• Enhance the satisfaction of both our Restaurant partners and Diners by refining sales and service touch points, ultimately fostering stronger customer relationships and loyalty.

What you will do

In this role, you will be driving the team for:

• Product Strategy: Support Senior Manager to identify opportunities and prioritize product roadmap, aligning with overall business objectives and key results (OKR). Proactively improve and challenge current internal processes and data accuracy to optimize and scale productivity of our internal users and external customer experiences.
• Project Management: Lead TheFork projects related to revenue impact, process and operational excellence, data ingestion and data quality through out Discovery, Shaping, Implementation and Change phase. Facilitate cross-functional team coordination among various stakeholders (Sales, Sales Ops, Marketing, Revenue Ops, Customer Support, Ops, other Tribes in Product & Engineering, Data Team…)
• Problem-solvings: Understand the problems in the user journeys and propose solutions. Organize workshops with stakeholders to collect business needs. Work closely with engineering teams for implementations by providing clear functional requirements, user stories and backlog priorities.
• Stakeholder communication: Communicate product updates, roadmap changes, and give visibility of status to key stakeholders, including leadership teams, managers and end-users.
• Quality Assurance: Manage testing sessions, monitorings and documentations to ensure quality of the deliveries and data reliability in Salesforce and across systems.
• Change Management: Define and measure product success metrics/KPIs monitoring. Ensure user adoptions and feedback loop. Provide level 3 internal support on Salesforce, its Data integration and Data quality for end users. Develop training materials for Sales Enablement and Knowledge teams for our end-users.
• Benchmark and Vendor: Benchmark tools & solutions and provide technological watch (AI powered-solutions, process automations). Ensure compliance, good practices during new tools procurement and adoption.

Who you are

• Min. 5 years experience in product management/ project management (ideally in a mobile or web environment)
• Experience in a CRM tool (ideally Salesforce Sales/ Service Cloud, Pardot) and Data Integration tools ETL, reverse ETL, Data Platform like Snowflake is a plus.
• Msc/Bac+5 (Engineering school, Business degree, Master)
• Fluent English speaking and writing skills and good level in French
• Knowledge of agile projects management, Scrum techniques and the spirit of agile tools (ie. JIRA), project management tools (ie. Notion)
• Proven track record of successfully managing complex projects and cross-functional teams.
• Excellent analytical, problem-solving, and decision-making skills.
• Exceptional communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.
• Team player, passionate, open minded with a touch of humor

What we offer you: 

😄 An awesome team (not everybody like our jokes, but we try our best)

🏠 A Permanent contract (that can be useful in life)

⚖️ Flexible working environment (2 days home office per week)

💸 Competitive fixed salary, bonus and equity (yes, equity!)

🍕  Lunch vouchers available for each working day (because yes, we like to try our best restaurants)

🌎 International teams - More than 30 nationalities and 16 offices worldwide

🏳️‍🌈 Highly inclusive working environment

🤸‍♀️ Lifestyle benefits that can be used to reimburse physical, leisure activities, family support, travel etc

😌 Free access to the Calm app

🏥 Health insurance 72% covered by the company

👩‍🦽 Life Insurance and Disability at no cost to the employee

💚 Complementary time off to spend with your loved ones

👶 Financial benefits in the events of a birth, adoption, pacs, or wedding

🍴 Amazing offices with dining, coffee point on each floor, and leisure area

We believe that we are better together, and at TheFork we welcome you for who you are.  Our workplace is for everyone, as is our people powered platform.  At TheFork, we want you to bring us your unique perspective and experiences, so we can collectively keep disrupting the restaurant industry and go from good to great.

#LI-FF1