10 — 2026
Multichannel & CommunicationMultichannel program
From one extra channel to an omnichannel foundation: SMS, WhatsApp and RCS with unified contact management.
- Role
- Product manager, program manager and acting portfolio manager
- TEAM
- 5 IT teams, 7-8 developers (front-end and PHP) with QA, UX and design experts, and data analysts across three cross-functional teams; legal, sales, security, compliance and customer success as stakeholders
Goal
Turn single-channel SMS into an omnichannel foundation: SMS, WhatsApp and RCS on unified contact management , opening new segments and lifting per-customer value, with a channel strategy that holds for 2026-2028 rather than one integration at a time.
Context
SMS proved that customers want more than email, but each channel added on its own terms would multiply contact models, pricing logic and compliance surface. The platform needed a foundation before it needed more channels.
What I did
- Set a coherent multichannel strategy for 2026-2028 at portfolio level, defining which channels earn a place and what they must share.
- Redesigned SMS pricing and repositioned the channel for expansion into new segments.
- Specified omnichannel contact management as the shared foundation, so consent, identity and preferences live in one model across channels.
- Completed the design phase for a WhatsApp and RCS MVP, including the Vonage integration path.
- Coordinated three cross-functional teams plus legal, security and compliance, whose requirements differ per channel and per market.
Outcome
Design phase completedStrategy set and design phase completed. The SMS pricing redesign, omnichannel contact management, and the WhatsApp and RCS MVP are designed; implementation is not confirmed.