Product Lead Customer Profiling

The ultimate in convenience for ordering and delivery and unique customer journeys: that’s the strength of bol.com. To continue improving on that strength, the Product Lead Customer Profiling will collect and enrich data and convert it into innovative models and products that their advertising and marketing colleagues can use to make customer interactions even more relevant.

About bol.com

With 13 million active customers, bol.com is by far the most popular online store in the Netherlands and Belgium. Their extensive range boasts more than 33 million items, from e-books to garden furniture, from drones to home accessories. Today, shopping at ‘de winkel van ons allemaal’ (everyone’s store) is easier and more accessible than ever. Products can be ordered in a few clicks and delivered soon after. But bol.com is more than just an online store. It is also a retail technology platform for 47,000 external retailers to sell their products.

In 2020, bol.com posted a record turnover of 4.3 billion euro—a whopping 70 percent increase compared to the previous year. At peak times, the online store processed as many as 700 (!) orders per minute. And yet, bol.com’s growth isn’t even close to done. The company wants to keep expanding, the faster the better. That is why they are continuously working to improve propositions, attract new talent, and scale up logistics.

The driving force behind that rapid growth is the fact that bol.com knows their customers inside out. The company does everything in its power to quickly guide every visitor to the perfect product for them. The ultimate goal is to understand exactly what customers are looking for—sooner and better than they do themselves. That way, bol.com can provide relevant information and an unparalleled shopping experience.

Vacancy: Product Lead Customer Profiling

The Product Lead Customer Profiling will head up the Know the Customer Team. They will lead the development of data products and models that enable more relevant and meaningful customer journeys. The Product Lead will manage three Product Owners and report to Tim Langen, who is ultimately responsible for all product teams within Customer Core Technologies.

The Product Lead Customer Profiling will have algorithms and predictive models built that predict the interests and behavior of bol.com’s customers—that predict the interests and behavior of bol.com ‘s customers—such as what kind of smartphone they use or how fashion-conscious they are.. They will be supported by Product Owners, Business Analysts, Data Scientists, and Data Engineers, among others. The first step towards developing these models is establishing a product vision: which products help the business (particularly marketing, advertising, and website personalization) serve customers even better. The Product Lead will then translate that vision into a strategy that outlines how data deployed in smart models (including machine learning) leads to more relevant customer journeys. 

“An important part of the role is getting the company excited. The Product Lead should be fantastic at conveying how our products add value and enhance customer interactions.” – Tim Langen, Customer Core Technologies

Collecting data also means managing consent. The Product Lead Customer Profiling will develop a vision on how to request and register consent for using customer data that fits within bol.com’s principles of transparency and customer value. They will look at external developments for inspiration, work together with partners like Google and Facebook, and act as the point of contact for Ahold. The Product Lead has experience with subjects like GDPR and cookies, and will collaborate with Legal and the Data Privacy Officer to find solutions that fall well within the boundaries of privacy legislation.

The Product Lead Customer Profiling is a strategic role with a broad scope. They will define a product strategy, collect and enrich data, and manages a complex stakeholder portfolio. The Product Lead will work with marketing innovations to impact the shopping experience of the millions of bol.com visitors.

Interested? 

Bol.com is working with Top of Minds to fill this vacancy.
To express your interest, please contact Jessica Lim via jessica.lim@topofminds.com.