Product Manager - Customer & Commercial

Overview

Arriva is a leading European passenger transport partner operating in 11 countries across the UK and Europe. We are looking for a Product Manager – Customer & Commercial to join our Product Team on a full‑time, permanent basis. The role will be based from either our London or Sunderland office.

Responsibilities

• Product Vision & Roadmap – Define and maintain a clear product vision and roadmap for customer and commercial domains, ensuring alignment with organisational objectives, continuously review market trends, translate business goals into actionable plans.
• Team Management – Lead and manage a team of three Product Owners, providing coaching, guidance, and performance feedback.
• Delivery Oversight – Lead the end‑to‑end product lifecycle from concept through delivery and optimisation, monitor progress, proactively address risks.
• Collaboration with Key Teams – Work closely with business units, support teams, IT business partners and Platforms team to align on requirements and integration points.
• Stakeholder Engagement – Build strong relationships with commercial, marketing, finance and technology stakeholders, act as senior leadership point of contact on product performance and roadmap updates.
• Governance & Compliance – Ensure all products comply with regulatory, security and brand standards, track benefits realisation.

Portfolio of Products

• Customer Service
• Customer Experience
• Ticketing & Retail
• CRM & Sales
• Revenue Management
• Marketing & Digital
• Accessibility & Inclusion

Example Products

ZENDESK, Delay Repay, AI Travel Assistant, Marketing Fonts, Revenue Management, Upgrade Auctions, CRM, B2B Sales, Onboard CX, Food & Drink, Commercial Systems, Revenue Forecasting, Revenue Protection, Ticketer, Digital, Hanover, Littlepay, iSAMS, BODS, EPM, Hacon, Paypoint, Scancoin, Braintree, iBus, Expendo.

Qualifications

• Experience in product management within customer‑facing and commercial environments.
• Proven ability to lead and manage a team effectively, including overseeing multiple Product Owners.
• Knowledge of product lifecycle management and Agile methodologies.
• Strong understanding of customer experience principles and commercial systems.
• Excellent stakeholder management and communication skills.
• Familiarity with emerging technologies and product management tools.

Key Success Criteria

• A clearly defined product roadmap aligned with business objectives.
• Roadmap communicated and understood by all stakeholders.
• Features and enhancements prioritised based on measurable business value.
• Demonstrable improvement in customer experience and commercial performance metrics.
• Dependencies managed effectively across product and platforms.
• Effective leadership and development of Product Owners, ensuring delivery excellence.
• Decisions supported by analytics (e.g., adoption rates, revenue impact).
• KPIs tracked and reported consistently.
• Successful delivery of new capabilities that enhance efficiency and scalability.
• End‑to‑end delivery of product from concept stage to supporting products and continuous improvements.

Closing Date

Wednesday 21st January 2026. Arriva Group reserves the right to close this vacancy early.