Pontoon Solutions
Senior Product Manager (Customer Context Platform)
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Senior Product Manager (Customer Context Platform)
Overview
Retail
Hybrid in Welwyn Garden City or London
6 months+
£650 - £700 per day
Summary
We’re seeking a Senior Product Manager to assist in building out a new platform dedicated to utilising AI to personalise our club members’ experience across all of our UK stores.
Nice-to-have
- Exposure to AI, machine learning, personalisation, recommendation engines, or customer data platforms.
- Understanding of APIs, backend systems, and platform products.
- Experience working on customer identity, customer data, personalisation, loyalty, or digital engagement products.
- Retail, e-commerce, or consumer-facing product experience would be advantageous.
Success in this Role
A successful candidate will help us establish Customer Context as a foundational capability used across multiple customer experiences, enabling teams to deliver increasingly relevant, personalised, and connected interactions. They will drive adoption across the organisation, unlock new customer and business value, and help shape our long-term approach to customer understanding and personalisation.
About the Role
Product Managers are passionate about solving problems. They take accountability for complex and strategic products and are empowered to drive product strategy, roadmap, and outcomes. Driven by curiosity and innovation, alongside strong partnerships with Business, Engineering, Data Science, User Research, and Design teams, our Product Managers create value for customers and the business across all of our markets.
We are looking for a Senior Product Manager to help shape and scale our Customer Context Platform: a strategic capability that enables us to build a shared, customer-led understanding of customers through conversational memories, preferences, and contextual insights derived from customer interactions. This platform will underpin personalised, connected, and relevant customer experiences across channels and touchpoints.
As an expert in Product Discovery, customer data, personalisation, and platform product management, you will work with customer data, stakeholders, engineers, data scientists, designers, and product teams to define how customer context is created, governed, enriched, and activated. You will play a critical role in delivering our vision of making every customer interaction more meaningful and valuable while ensuring responsible and compliant use of customer data. This is an innovation that requires open-mindedness, proactivity, and collaboration.
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Responsibilities
- Evolve and drive the vision, strategy, and long-term roadmap for the Customer Context Platform.
- Partner with senior stakeholders across Product, Technology, Data Science, Privacy, Legal, and Customer teams to define the future of customer understanding across the business.
- Develop a deep understanding of customer needs, business opportunities, and the role of context, memories, preferences, and inferred insights in delivering better customer experiences.
- Define how customer context is captured, modelled, governed, and activated across our products and channels.
- Accountable for platform adoption, usage, business impact, and the achievement of product OKRs.
- Lead discovery into new opportunities for generating, maintaining, and activating customer context to deliver measurable customer and business value.
- Balance customer value, business outcomes, technical feasibility, privacy requirements, and operational complexity when making product decisions.
- Prioritise and sequence initiatives to maximise adoption and value creation while supporting the platform's long-term strategic direction.
- Work closely with Engineering and Data Science teams to define requirements, acceptance criteria, and delivery plans for complex platform capabilities.
- Champion responsible innovation and ensure customer context capabilities are developed with appropriate governance, consent, transparency, and privacy controls.
- Provide leadership and direction to cross-functional teams on near-term priorities while continuously evolving the platform's strategic vision.
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Experience Required
- Proven experience building and scaling platform products, data products, personalisation capabilities, or customer-centric technology solutions.
- Strong collaboration skills and experience working across Engineering, Data Science, Design, Privacy, Legal, Operational, and Business teams.
- Demonstrated ability to translate ambiguous customer and business problems into clear product strategies and execution plans.
- Strong judgement in assessing opportunities, customer insights, data, and emerging technologies to identify unmet customer needs.
- Experience influencing senior stakeholders and driving alignment across multiple teams with competing priorities.
- Experience defining and measuring product success through outcomes, adoption metrics, and business impact.
- Ability to balance short-term delivery needs with long-term platform strategy and architectural considerations.
- Understanding of privacy, consent, and responsible data usage principles, including regulatory considerations such as GDPR.
- Experience managing products through multiple stages of the product lifecycle.
- Experience within retail, e-commerce, loyalty, customer data, CRM, or personalisation domains is desirable but not essential.
Candidates will ideally show evidence of the above in their CV in order to be considered. Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly. Pontoon is an employment consultancy and operates as an equal opportunities employer. We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.
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