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- Tasks: Lead the evolution of customer experience systems and enhance team efficiency.
- Company: Award-winning company with a strong focus on customer satisfaction and teamwork.
- Benefits: Flexible hours, generous leave, remote work budget, and a commitment to learning.
- Other info: Join a friendly team with social events and no corporate dress code.
- Why this job: Shape customer journeys and make a real impact in a dynamic environment.
- Qualifications: Experience in Customer Experience and project management skills required.
The predicted salary is between 50000 - 60000 £ per year.
We’re almost 15 years old, and in that time, we’ve accelerated from zero to £50m/year revenue, won local and national awards, and grown to 150-plus people. Our three websites – Drench, Tap Warehouse and Toasty – are growing from strength to strength, and we’re looking for a Product Manager who will help us to continue our growth journey.
As a CX Product Manager, you will shape and own the systems that power our customer‑facing teams – Customer Service, Sales, Design, and Trade. Your mission is to drive efficiency and satisfaction by ensuring our teams have the tools they need to do what they do best.
Responsibilities- Lead our system evolution: Partner with the Tech Director and other stakeholders to research, select, and implement a unified CX system, owning the transition and ensuring it’s set up for success from day one.
- Be the bridge: Act as the main link between Tech and our customer‑facing teams, clearing roadblocks and ensuring everyone is aligned to deliver a seamless, high‑quality journey at every stage.
- Prioritise how we work: Shape the CX roadmap, and continually review our processes and systems to make sure we’re focused on the improvements that drive the most efficiency and satisfaction.
- Own the system lifecycle: Take ideas from research and documentation through to testing and launch, ensuring that improvements are fit for purpose and solve the right problems for our colleagues.
- Manage and iterate the tech stack: Take ownership of our CX systems (live chat, ticketing, phones, CRM, etc.), making sure we get the most out of our tools and always looking for ways to stay ahead of the curve.
- Optimise and automate: Proactively find ways to work smarter using automation, AI, and better integrations to remove manual tasks and ensure every tweak leads to a faster, better experience for the customer.
- Lead the training and release process: Document and demo new features, train the teams that use them, and communicate how these improvements help us provide a better experience for our customers.
- Strong background in Customer Experience (CX), with a genuine passion for creating and improving customer journeys.
- Solid understanding of eCommerce and retail environments, and what great looks like from a customer perspective.
- Proven ability to identify problems and implement practical solutions, with a proactive, problem‑solving mindset.
- Highly organised, with experience owning projects from end to end and delivering to deadlines.
- Confident working with stakeholders across the business, understanding pain points and translating them into actionable improvements.
- Strong focus on collaboration, building effective relationships and working cross‑functionally.
- Flexible working hours – 40 hours per week, typically starting and finishing between 8 am and 6:30 pm Monday to Friday.
- Generous annual leave.
- All the tech you need and a remote working budget for setting up your home office.
- A fantastic office, or the flexibility to work at home.
- A company‑wide commitment to learning and development.
- A friendly, customer‑focused environment built on teamwork, collaboration, ownership, and transparency.
- Team and company‑wide social events.
- No corporate dress code.
- A one‑off allowance of £500 for setting up your home office.
CX Product Manager in London employer: Beyond Retail (UK)
Contact Detail:
Beyond Retail (UK) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CX Product Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at companies you're interested in. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Show off your skills! Create a portfolio or a case study that highlights your experience in CX and product management. This is your chance to demonstrate how you can drive efficiency and satisfaction in customer journeys.
✨Tip Number 3
Prepare for interviews by researching the company’s products and customer experience strategies. Be ready to discuss how you can help shape their CX roadmap and improve their systems – they’ll love your proactive approach!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are genuinely interested in joining our team.
We think you need these skills to ace CX Product Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of CX Product Manager. Highlight your experience in customer experience and any relevant projects you've led. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer journeys and how your skills align with our mission. Keep it engaging and personal – we love a good story!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled challenges in previous roles. We’re looking for that proactive mindset, so don’t hold back on sharing your successes and learnings!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates directly from us. Plus, it’s super easy!
How to prepare for a job interview at Beyond Retail (UK)
✨Know Your CX Inside Out
Make sure you brush up on your Customer Experience knowledge. Understand the key principles and trends in CX, especially in eCommerce and retail. Be ready to discuss how you can enhance customer journeys and what great looks like from a customer's perspective.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've identified problems in previous roles and implemented practical solutions. This role requires a proactive mindset, so be ready to share specific instances where your actions led to improved efficiency or satisfaction.
✨Familiarise Yourself with Their Tech Stack
Research the tools and systems they currently use for customer service, sales, and design. If possible, get familiar with live chat, ticketing, CRM, and other relevant technologies. Being able to discuss how you would optimise and iterate their tech stack will show you're serious about the role.
✨Emphasise Collaboration and Communication
This position is all about bridging gaps between teams. Prepare to talk about your experience working cross-functionally and how you've built effective relationships with stakeholders. Highlight any past experiences where your communication skills helped align teams towards a common goal.