What is a Product Manager?

I'm currently in Placement Two of my Graduate Programme at Vodafone which is a Product Manager role within the Innovation team. Now, when people ask my role, they often mishear my title and thing I say Project Manager! However, the role of Product Manager is distinctly different. If you're a recent graduate, student, interested in marketing roles or have even just heard of Product Managers within your organisation and wondered what the hell it is- let me fill you in on a Day in the Life of a Product Manager.

Product Managers are not a million miles away from Brand Managers, however this depends on the type of organisation. A firm with an umbrella brand and lots of sub-brands e.g. Unilever, Coca-Cola, Mars, Nestle etc. will probably have a lot more Brand Managers than an organisation which feeds from the strength one core brand e.g. Apple, McDonalds, Amazon, Samsung and my company, Vodafone, who primarily employ Product Managers. However, effectively the two roles are pretty similar.

On a very high level, Product Managers oversee everything which concerns a certain product. They try and drive usage/ sales/ downloads/ customer satisfaction/ whatever other KPIs marketers pluck out of their objectives and make sure the product is performing. This effectively means you have to make the maximum revenue from your product and ensure your product is doing exactly what it should be doing for the business. This of course, means you must align your product to fit in with the wider business strategy and listen to the needs of the business before you decide exactly how to market your product.

You must also be very close to and focused on the customer. Understand their every need and get feedback on the user experience, which includes a lot of testing, testing and more testing! As a Product Manager, there is also a technical understanding of your product/s needed on a higher level, to know exactly how they work, what is possible and how to develop them.

As all products go through a life cycle, it is important to understand the different times within product managing, right through from launch, growth, maturity, decline and then either rejuvenation or closing/ discontinuing a product. You as Product Manager will oversee all of these stages and
literally be the expert on this product for its entire life!

Launch

Before you can launch a product you need a need that this problem solves for the customer, backed up by a bunch of research! With a deep understanding of the market and your target audience, as well as a real passion for the product, as you are going to have to be the salesperson to every single person inside and outside of the business.

Growth

You then continually plan roadmaps for your product to understand exactly where you want it to go and how you are going to get it there. This might be working super closely with developers, marketing communications activity or user experience improvements. You have to have super attention to detail as you pick out every little nit-picky error or problem with your product and put it right! There are always problems along the way which need solving.

Maturity

This is where you can look at your product and gather enough data about it to understand exactly what customers like and dislike about it. Do you need to make a price change, completely change the product's features or invest heavily in marketing to keep your numbers up?

Decline

Upon the product's decline you can consider two options, closing the product or revitalising it entirely. The businesses' goals may have changed, the market may have changed or the product may simply be too costly to make a profit anymore. This is where you can consider targeting a new audience, changing the structure of the product or redesigning it.

My Role

My role within Product Management is of course within a mobile technology brand and I manage a number of apps. Day-to-day I may be speaking to app developers to improve our user experience on the apps, speaking to various functions within the business such as Brand to get one of our images in the app approved, Digital to get a webpage which mentions my app changed, CVM to promote our app through an email or SMS campaign, Customer Services to make sure the agents know exactly what to say if a customer asks a question about my product or even liaising with Market Research teams to understand how much customers are enjoying my apps!

The role is super varied and means you can really put your passions and energy in to one or two products and they are your entire responsibility- which can be a good OR bad thing, depending on how well your product is doing!

If you have any questions or are interested in a Product Management role, please tweet me at @stefclark

I'll do my next role profile within Placement 2!

Stephanie

Changing Perceptions

Coming home to Lancashire this weekend for Easter has opened my eyes to how certain perceptions of a brand/organisation can stick in a consumer's mind and can often be unchanged.

Firstly, I grew up in Preston and started going out there when I was 16/17 and used to love it, however after I started visiting friends in Manchester/ Birmingham/ Liverpool/ Lancaster/ Wigan etc. I started to hate Preston nightlife and especially when I moved away to Bristol I never considered going out in Preston as I was put off by the previous experiences I'd had in Preston due to associating the nightlife with the places I used to go and the experiences I had when I was 16 and 17. I always thought they were a bit chavvy, cheap and not very sophisticated however this was only because they had been back then.

However, over the Easter weekend I decided to try Preston again and some new bars I hadn't been to before and was so pleasantly surprised! I had a really good night and actually felt as though I was in Manchester not the Preston I knew!

I also popped in to my nail salon where I have been going for years now, and whilst I was speaking to the beauty therapist, who happens to be the new manageress, she was telling me about the problems they had been having with staff letting them down and how this had negatively affected some of their most loyal customers and how certain customers had been put off coming due to the fear of their appointments not being secure or receiving bad service. She was explaining to me that she had to drop the prices of certain services to try and regain the reputation the salon had before the problems had occured due to a member of staff who had been layed off due to the consequences of her actions.

This made me think of how difficult it can be to grow back a good reputation or change a consumer's perception from negative to positive. These examples may sound specific to me, but it can happen so many times when consumer's purchase products and services. Once a product has been taken out of a consumer's evoked set i.e. the products they are willing to buy, they are very unlikely to ever purchase that product again.

Once a customer has made up their mind about a brand- it is almostn  impossible to change it. Despite the fact a company's product may meet the consumer's needs and wants perfectly, if they are unwilling to consider purchasing it or associate the brand with negative feelings due to a bad experience with it- the product's benefits will never reach them.

People cannot form new perceptions of a brand WITHOUT A NEW EXPERIENCE

This means that it is up to the brands & marketers to provide these new experiences...

Despite the fact I have had a number of negative experiences eating at harvester, from food & service quality- when I complain they always make an effort to put it right by offering money off or free dessert, which provides me (the customer) with a positive experience as I leave Harvester happy.

This not only relates back to my customer service blog about retaining customers, but also the fact is- without turning negative experiences into positive ones, companies will lose customers and therefore business.  

Successful rebranding is hard to achieve & the fact is- some brand owners only realise the negative brand perceptions far too late- once the brand relevance and customers have already left.....

My friends, goose and smashbox!

Heyy,
ok so this week I've been really unlucky! Got through to the assessment centre for peugeot citroen after passing the 1st interview!! Which I was super pleased about, however it's on the 10th January which is my finance exam so I can't go and I've emailed them begging but they won't re-arrange, which I'm GUTTED about :'( especially as I could really see myself there and I worked so hard on my application. I guess it wasn't meant to be!
Secondly, had my BMW telephone interview which went AWFUL as I was totally unprepared as I did it at uni cos I was in the middle of my group meeting for marketing in practice preparing our presentation, anyway I think I did well on the compentency questions but then she asked me what was my favourite BMW model and I froze I couldn't even think of one :-( so not expecting good news from them! Also got another interview lined up for next week and still waiting to see if I've been matched by IBM which is horrible as I'm really impatient!!

Our presentation is getting super close now and I think my group are finally working well! I hate group work and hope this is the last time I will have to work in a group during my course...probably not though.

So, writing this blog seems to have inspired a couple of my friends to start writing a blog which is exciting!
My good friend Sam who is on my course at UWE has started a marketing blog and he is a very opinionated and hilarious person so looking forward to hearing a bit more from him, you can check his blog out at: http://samvenning.blogspot.co.uk/
Also one of my girlies Sophie has started a blog too which is a bit more creative and personal which I like so you can check her out here: http://ohyoudramaqueen.blogspot.co.uk/
Finally, I have followed this blog for quite a while and it's definately one for the girls!! Zoe does beauty and fashion reviews and news and she's getting paid for it now I think so her posts have been very influencial! http://www.zoella.co.uk/
Let me know if you want me to mention you or if you want me to have a read of your blog cos I love reading new blog material!

Ok so tonight I went to Cribbs Causeway with 2 of my friends Rach and Beth and we went to Boots because I had heard about a new cosmetics company- Smashbox doing free makeovers and giving out free giftsets! So I booked an appointment for a treat for us all and we went along and I was very impressed!! Smashbox are huge in America and they came to the UK 3 months ago, they are owned by Estee Lauder who also make MAC and Clinique so I knew it was going to be high quality and I wasn't dissapointed. They did full makeovers for all of us and we got free products to try! Was a very girly and chatty session which I loved and they also do things like makeovers and photoshoots all for free so definately worth checking out! I think it's really important as there are so many make-up counters that girls can go to that new brands have an interactive and fun experience especially as I hadn't ever heard of them before and now I know loads about them from chatting to the lady who worked there. Very impressed!

Finally, something occured to me on twitter recently that I had been noticing increasingly.
I saw this account https://twitter.com/GreyGooseWanker and lots of retweets and follows from people I know.
I know a lot of people who will save up all week just to buy a bottle of Grey Goose at the weekend, and this has become an increasing trend over the last year. Grey Goose represented status, class and luxury and people who spend all their time working wanted to represent these things at the weekend. However, now I just think it has become a bit of a chav drink and not really for special occasions. I see guys getting 3 or 4 bottles a night and thinking their suarve when they are wearing sports t-shirts or trainers. Not really a good brand associate for Bacardi who own Grey Goose as one of their more premium spirits.
Although it is a premium spirit and represents indulgence and luxury, in order for Grey Goose to maintain this image they are going to have to work hard to ensure they can keep this brand image up, especially with bad publicity such as the site above. Although sales may have soared, is it for the right reasons and can they maintain the sales by using the same marketing and brand associations as they do currently.
They are just my predictions and opinions and if you don't agree feel free to comment and let me know!

Steph