Area of Responsibility, Goals & Key Tasks
As PCU Lead you own the performance and direction of your Product & Customer Unit. You are the driving force behind customer satisfaction, growth, profitability, and operational excellence – working hand in hand with Customer Success, Sales, Sales Engineering, Product, Engineering, Service, Support and central functions.
Your contribution
- You own the performance of your Product & Customer Unit (PCU): you drive customer satisfaction, growth, profitability and operational excellence, working closely with Customer Success, Sales, Sales Engineering, Service, Support, Order Processing, Product Management, Engineering and central functions.
- You shape the PCU vision and strategy, anticipate market and competitive changes and turn them into a clear portfolio roadmap and concrete initiatives – all within the agreed budgets and KPIs (e.g. NPS, retention, EBITA, revenue, margin, ARPU, bookings, SLA).
- You lead go-to-market and opportunity management: you generate actionable market and customer insights, manage the pipeline and drive opportunities from concept to closure to secure sustainable revenue and margin growth.
- You orchestrate demand, delivery and service: you prioritise demand streams, align capacity and ensure seamless implementation from sales through go-live, while running robust service, incident and risk management – including root-cause analysis, corrective actions and continuous improvement.
- You lead the virtual PCU team and anchor governance and compliance: you negotiate and define SLAs, KPIs, priorities, budgets and resource allocation, report regularly on performance, roadmap and risks, and use your delegated P&L and budget authority to decide on pricing, investments, contracts and portfolio priorities.
What you bring
- Several years of experience in a senior commercial or product-led role with end-to-end responsibility for a business or portfolio (including P&L, budget, growth and customer satisfaction), ideally in a SaaS or tech-enabled environment.
- A strong track record in strategy, portfolio and go-to-market management: you are used to translating vision and strategy into roadmaps, initiatives and measurable outcomes (revenue, margin, retention, SLA).
- Solid experience in cross-functional collaboration and virtual team leadership: you can align Sales, Customer Success, Product, Engineering, Service, Support and central functions around shared goals and resolve conflicts constructively within your remit.
- Deep understanding of operational excellence, service, incident and risk management: KPIs, SLAs, continuous improvement, compliance and risk control are part of your daily work, and you know how to balance customer expectations, delivery capacity and financial targets.
- Strong analytical and communication skills, a structured, outcome-focused way of working and the confidence to take decisions on portfolio, pricing, investments and priorities – combined with a high level of accountability and a customer-centric mindset.
Diversity is part of CGM! We welcome applications from everyone – regardless of disability, gender, nationality, ethnic and social background, religion, age, sexual orientation or identity.
Convinced? Apply now online with your complete application documents (including salary expectations and earliest possible start date).