Forge Holiday Group
Product Manager Conversational AI (Customer)
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Shape the Future of Customer Experiences as Product Manager - Conversational AI 🚀🤖
At Forge Holiday Group, home to Sykes Holiday Cottages, Forest Holidays and Bachcare, we're building an AI-enabled business where technology, data and innovation create exceptional experiences for guests and property owners alike.
We're now looking for a Product Manager - Conversational AI (Customer) to define the strategy, vision and roadmap for the AI-powered voice and chat experiences that help our customers discover, book and enjoy extraordinary holidays.
This is a high-impact role at the intersection of product, AI technology and customer experience. You'll shape intelligent, intuitive conversational journeys, improve customer satisfaction and drive commercial performance across the Group.
Here's The Deal
- Salary: £60,000 - £70,000 DOE
- Location: Chester HQ - Hybrid working with a minimum of 2 days per week in the office.
- Team: Product Management - Customer
- Culture: Innovative, collaborative and outcome-focused
The Opportunity:
As Product Manager - Conversational AI (Customer), you'll own the vision, strategy and roadmap for customer-facing conversational AI across Forge Holiday Group.
From helping guests find their perfect holiday to providing faster, smarter support throughout their journey, you'll determine how we use voice, chat and emerging AI technologies to create seamless, personalised customer experiences.
Working within our AI Operating Model, you'll collaborate with lean cross-functional pods across discovery and delivery, partnering with Product Design, Engineering, Data, Analytics, Operations and Customer Support teams.
This role carries accountability for product direction, conversational AI quality, customer experience and measurable commercial outcomes.
We're recruiting for two Product Manager - Conversational AI roles, one focused on Customer Experience and one on Owner Experience. Both roles share the same core skills and experience requirements, and candidates will be considered through a single recruitment process. We'll explore your experience and interests during the interview process to determine which opportunity is the best fit.
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What You'll Be Doing:
- Own the product vision, strategy and roadmap for customer-facing conversational AI, including voice and chat.
- Lead products through discovery, development, launch, optimisation and continuous improvement.
- Shape AI-powered holiday discovery, booking and customer support experiences.
- Identify opportunities to improve customer engagement, conversion, satisfaction and support efficiency.
- Define and own key performance measures including accuracy, resolution, escalation, adoption and customer satisfaction.
- Use experimentation, analytics and customer feedback to continuously improve conversational experiences.
- Partner with Engineering, Product Design and Data teams to improve AI capabilities, integrations and service journeys.
- Ensure conversational AI solutions are responsible, reliable and designed with appropriate safeguards and human handovers.
- Collaborate with the Owner Conversational AI Product Manager to maintain consistent standards and shared capabilities across the Group.
- Stay ahead of emerging conversational AI technologies and identify opportunities to deliver meaningful customer and commercial value.
What You'll Bring:
- Proven experience delivering conversational AI, agentic AI or LLM-based products in a live production environment.
- Strong Product Management experience, including ownership of complex product strategies, roadmaps and end-to-end delivery.
- Practical knowledge of conversational AI technologies, including intent recognition, dialogue design, retrieval, orchestration and fallback strategies.
- Experience defining and measuring AI product quality, performance and customer outcomes.
- Understanding of APIs, third-party integrations, service architecture and data flows.
- Strong analytical skills and the ability to turn performance insights into product improvements.
- Confidence working with Engineering, Data and Analytics teams to make informed technical and commercial decisions.
- Excellent stakeholder management, communication and influencing skills.
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It would be great if you also have experience with:
- High-volume consumer-facing products, customer journeys or digital platforms.
- Travel, hospitality, ecommerce or fintech.
- Recommendation engines, semantic search or personalisation.
- Contact centre operations, experimentation frameworks or performance-led product development.
- LLM safety, AI governance and responsible AI design.
Why Join Forge?
This is an opportunity to shape how thousands of customers interact with our brands, using conversational AI to make finding and enjoying a holiday simpler, smarter and more personalised.
You'll have the autonomy to set direction, make decisions and deliver meaningful outcomes in an organisation investing heavily in AI, technology and product innovation.
Why You'll Love Working Here:
We want our people to enjoy being part of Forge Holiday Group - and we think our benefits are a pretty good place to start.
- Annual bonus scheme based on company performance
- 33 days' holiday (including bank holidays), plus up to 5 extra with long service.
- Option to purchase extra holiday days if you wish.
- A day off for your birthday
- 2 volunteering days per year.
- Access to Spark, our health and wellbeing platform
- Health cash plan & life assurance.
- Enhanced parental leave (24 weeks maternity, 3 weeks paternity at full pay).
- Discounted and last-minute stays at Forest Holidays and Sykes Cottages for you, your friends & family.
- Pension scheme with employer contributions
- Training & development opportunities.
- On-site gym and parking at Chester HQ (near train station).
- Employee savings scheme
- Long service awards and company events
We're committed to diversity and inclusion and encourage you to bring your authentic self. Need adjustments for recruitment? Just ask.
Ready to shape the future of AI-powered customer experiences? Join Forge Holiday Group and help build the intelligent, seamless and personalised journeys that make every UK escape extraordinary.
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