Position: Customer Experience Product Manager (Permanent)
Location:Liverpool
Working Arrangement: Hybrid (2-3 days per week on-site)
About the Role:
Join a dynamic team as a Customer Experience Product Manager, where you’ll play a key role in enhancing customer interactions across digital and in-store channels. You will lead the strategy and execution of initiatives to improve the customer journey, ensuring seamless experiences that drive loyalty and satisfaction. You’ll oversee the CX tech stack and ensure it aligns with business goals, continuously evaluating the effectiveness of your investments with data-driven insights.
Key Responsibilities:
-Customer-Centric Product Development:Work closely with Marketing and Online teams to implement features that directly enhance the customer experience using data analysis and feedback.
- Stakeholder Engagement:Serve as the main point of contact for both internal teams and external partners, ensuring seamless communication and timely delivery.
- Roadmap and Backlog Ownership:Own the CX backlog, ensuring that improvements align with business objectives and strategic priorities.
- Delivery and Quality Control: Oversee release management, ensuring all updates are rigorously tested and provide real value to customers.
- Omni-Channel Coordination: Lead initiatives across both online and offline touchpoints to provide a cohesive, seamless customer journey.
- Team Leadership: Mentor junior team members and lead key ceremonies like stand-ups, retrospectives, and reviews.
- Issue Resolution:Proactively address roadblocks and obstacles to ensure smooth project delivery.
About You:
- Proven experience in product management with a focus on customer experience, ideally in retail or eCommerce.
- Strong background in managing external partners and ensuring value delivery.
- Expertise in Agile methodologies and the ability to lead efficient, customer-driven product development.
- Excellent communication skills with the ability to engage stakeholders at all levels.
- Data-driven approach to product development, leveraging customer insights and analytics to inform decisions.
About Us:
We are a forward-thinking retailer committed to creating a supportive and inclusive workplace. We are passionate about evolving our customer experience and fostering a culture of collaboration and growth.
Benefits:
- Competitive salary
- 20% staff discount (increases with length of service)
- Thrive Recognition Scheme
- Wellbeing support through the Retail Trust
- Life Assurance
- Retail Rewards platform offering discounts for other retailers
- Pension Scheme
- Career development opportunities
If you’re ready to make an impact and help shape the future of customer experience, apply today!