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Head of Product Management - Customer and Data (12-month FTC) Job Introduction As the Head of Product Management for the Customer and Data, you will be accountable for the overall product development strategy, roadmap, and definition of KPIs that will enable cross-functional squads to prioritise and deliver business value, technical change, and industry-steering user experiences.
Reporting to the Director of Product and Technology, the Head of Product Management will act as the link between the vision and the implementation of our Customer and Data domain that includes critical initiatives such as the Selfridges loyalty programme, Clientelling and personal shopping, our Enterprise Data Platform, Snowflake, and our CRM platform Salesforce, championing the voice of the internal user and thinking of the overall value to the customer, ensuring solutions to problems are valuable, feasible, usable, and viable.
You will work with senior stakeholders across the business, as well as the Executive Team, to keep the overarching strategy relevant and to define the objectives for the Customer and Data product development area, using their understanding of the market, our competitors, and some of the leading tools & technologies driving operational excellence.
The Head of Product Management will build close, collaborative working relationships with business teams, technology teams, UX, and Analytics and will know how to own and communicate that vision throughout the organisation.
Comfortable building and guiding teams to deliver through influence in a heavily matrixed organisation, you will have a passion for omni-channel retail, tech innovation, and world-class customer experience.
As Head of Product Management , you will: Define the product domain's strategy, vision, goals, and KPIs, working with Senior business stakeholders, The Executive, and the Director Product and Technology to ensure alignment with the overall business and product management strategy.
Manage a lean product management team, as well as working with peers in technology, analytics, and UX to influence headcount decisions and priorities.
Manage product discoveries to improve internal user and customer experiences and business processes and value aligned to goals and KPIs.
Define high-level stories (Epics) working with the key business stakeholders to ensure there is a clear understanding of the value of an initiative or request.
Put the customer (and internal user) at the heart of everything, prioritising effectively using data and insights to drive decisions.
Form a key partnership with Heads of Technology in your domain, to ensure alignment and collaboration across solution design, engineering, and initiative delivery.
Form key partnerships with Directors and their teams.
Be fluent or comfortable working within a Lean and Agile delivery mindset and methodology, able to influence others to adopt new ways of working.
Be a natural collaborator, a champion for simplicity, and not afraid to fail fast to learn how best to deliver an amazing customer solution.
Manage a backlog, including defining user stories and acceptance criteria, with a focus on effective prioritisation.
Drive collaboration with technology, UX, business leads, and creative teams to deliver market-leading technical and business solutions.
Be the voice of the customer or end user within the development team and articulate product expectations.
Provide an engaging role in mitigating impediments impacting successful completion of Release/Sprint Goals.
Be responsible for UAT & release sign-off, ensuring we are delivering quality.
Carry out competitor and market analysis to help inform the backlog.
Be comfortable experimenting to learn with some experience taking part in rapid prototyping or design sprints.
A bit about you A strong 'coach' with an ability to develop a team from scratch, whilst also getting into the detail and shaping your domain's demand funnel, defining a clear product vision, strategy (product roadmap and prioritised backlog).
Strong leader and team player with excellent communication and interpersonal skills.
Experience of managing products through their lifecycle from idea to delivery.
Ability to work in a fast-paced, dynamic environment and to tight deadlines.
A passion for problem solving and creative thinking.
Experience in defining and implementing company-specific customer and data strategies.
Experience in using EG Snowflake.
Experience in developing Customer Loyalty Programs.
A good understanding of what best in class looks like for retailers in this area.
Experience in product management for a multi-brand retailer or in an e-commerce environment would be preferable.
An example of our values, a trusted and respected colleague.
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