At over 45 years old and counting, B&H has built a reputation as the trusted resource for photography and videography enthusiasts via its NYC SuperStore and its award-winning website. Long known as "The Professional’s Source", B&H is recognized by savvy consumers worldwide for its honest, knowledgeable guidance, expert tips and articles… and always-great prices.B&H offers competitive salaries, medical benefits, a 401K plan, employee discounts and opportunities to grow within a high-energy, low-attitude environment. Make your move to B&H today!

Job Overview:

The Customer Community Product Manager (CCPM) owns the strategic development and management of the Customer Generated Content (CGC) areas of the B&H site and business.

The CCPM supports and fosters vast connections and partnerships within B&H and with manufacturer partners, and importantly, with our CGC service provider Bazaarvoice.

Always working to improve upon current offerings to our B&H Customer Community, the CCPM collaborates with many departments to develop, strategize, and implement new techniques for customer interaction and community engagement.

With a constant focus on customer needs, the CCPM owns and cultivates internal and external stakeholder relationships, while working to increase efficiency, reduce friction, and develop new processes and partnerships.

This partnering requires the CCPM to be the knowledgeable authority on CGC trends and FTC standards; self-education and a passion for growth is required to successfully own this position.

As collaboration is crucial to the B&H Customer Community, the CCPM will maintain regular communications and check-in with partners to ensure clarity and cohesion. Internal partners include: User Experience, Business Intelligence, Web Development, Social Media, Web Content Support, Sale and Live Chat, Navigation Architecture and Procurement, to name a few.

The CCPM also owns strategic operations and analysis of CGC engagement and system metrics to ensure systems are properly serving customers and business needs. A strong understanding of reporting, analytics and Excel is needed.

Essential Responsibilities:

• Manage the Bazaarvoice partnership and administrate the Bazaarvoice platform to ensure all aspects of CGC are running properly.

• Understand and own the B&H business strategy as it relates to Customer Community.

• Coordinate B&H business, B&H technical and Bazaarvoice teams to move projects and enhancements forward.

• Maintain accurate reporting and utilize to ensure customer engagement levels and interactions are optimized.

• Assist the Customer Community Specialist with escalated customer needs and customer service issues.

• Develop proposals for optimizing customer touch points with design, development, and business partners.

• Perform competitive analysis to ensure B&H is moving toward best in class community engagement practices.

• Stay informed and current with FTC standard and privacy laws as they relate to CGC.

  Additional Responsibilities:

• Continually develop knowledge and compare B&H to industry trends and standards across the Community and CGC realm.

• Own the CGC expert role at B&H and be prepared to guide and teach other team members at all levels of the company.

• Develop ideas for new avenues for community growth and increased efficiencies.

• Support customer-facing teams as issues arise with regards to reviews and Q&A

  Specific Knowledge, Skills, and Abilities:

• High level written and verbal communication skills

• Strong understanding of B&H product lines

• Advanced ability to perform research on products to determine proper handling

• Detail-oriented with superb organizational skills

• Knowledge of Microsoft Excel and Word, UNIX, Bazaarvoice, FullStory, basic HTML

• Moderate to Advanced skills in Excel data analysis using Microsoft Excel

• Experience in Email Marketing is a plus

  Preferred Education, Experience, and Licenses:

• College Degree in a related major

• 2+ years’ experience in a Product Management role

• 2+ years’ experience working in a customer driven environment (retail is a plus)

  We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex or gender, marital status, veteran status, sexual orientation, arrest record, or any other characteristic protected by applicable federal, state or local laws.We will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to complete this form or to participate in an interview, please let us know.

Job Details

Pay Type Salary

Hiring Min Rate 72,000 USD

Hiring Max Rate 90,000 USD