Digital Platform & Customer Experience Manager

Who is BTO Research?

BTO Research is a consulting firm , part of the Relatech Group , that has been supporting its clients in innovative projects for over 15 years, ensuring a customized approach to meet market challenges.

Founded in 2008, we have gathered and enhanced the historical experience of consulting to which we have added two key elements: research and innovation .

This journey has led us to a team of over 300 professionals across four countries, with numerous projects and the most cutting-edge knowledge in Project Management , Digital Transformation , Change Management , Cybersecurity and Digital Marketing .

We believe in the value of excellence and promote an environment where people can grow together , thanks to the contamination between different skills.

Your role

We are supporting a leading international premium consumer brand in the evolution of a global digital customer engagement initiative focused on enhancing brand experience and consumer interaction across multiple markets.

To support the initiative, we are looking for a Digital Platform & Customer Experience Manager able to coordinate complex cross-functional activities involving marketing, digital platforms, technology partners, and governance stakeholders in an international environment.

Responsibilities

• Coordinate the evolution and continuous improvement of the digital platform
• Manage cross-functional activities involving marketing, IT, governance teams, and external partners
• Support roadmap planning, prioritization, and operational delivery
• Ensure alignment between business needs and platform capabilities
• Coordinate stakeholders across global and local teams
• Facilitate workshops, governance meetings, and decision-making processes
• Monitor risks, dependencies, timelines, and project progress
• Support integrations related to customer engagement, eCommerce, and local systems
• Contribute to platform adoption and continuous improvement initiatives
• Collaborate with technical teams and external agencies supporting platform development

Requirements

• Minimum 5 years of experience in digital platform coordination, digital product management, project/program management, or customer experience initiatives
• Proven experience managing complex cross-functional initiatives involving business, marketing, IT, and external partners
• Solid background in digital transformation programs and customer-facing digital ecosystems
• Experience working within international and matrix organizations, coordinating both global and local stakeholders
• Hands-on experience supporting roadmap planning, prioritization, governance, and operational delivery
• Previous exposure to customer engagement platforms, eCommerce integrations, CRM, or omnichannel digital initiatives
• Experience collaborating with external vendors, agencies, and technology partners
• Previous experience in FMCG, retail, luxury, consumer goods, or consulting environments is considered a strong plus
• Fluent English is mandatory
• French and/or Italian are considered a plus

Nice to Have

• Excellent stakeholder management and communication skills across different seniority levels
• Ability to facilitate alignment between business and technology teams
• Strong ownership mindset with a proactive and solution-oriented attitude

Where: Hybrid/Luxembourg

What We Offer

✨ A dynamic, young, and fast-growing environment

Flexible thinking and working approaches

Hands-on experience in a stimulating, project-based context

Opportunities to learn from industry professionals

On-the-job training (and more)

The chance to work on real projects with tangible impact

The chance to work on real projects with tangible impact

Inclusion & Equal Opportunity

We believe in people, diversity, and meritocracy. Our recruitment processes are open to everyone—regardless of gender, ethnicity, orientation, or ability. For us, talent is a matter of energy, not labels.

Discover more about us #BTO

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