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

Explore our world at www.Relatech.Com