Head of Product - Customer Comms Platform
Head of Product / Head of Digital Product / Senior Product Manager / Product Lead / Lead Product Manager
£750 per day, inside IR35/Umbrella engagement and 2-3 days per week on site in London.
Transactional communications platform
Scope:
We've partnered with a well known brand who are looking for a Head of Product / Senior Product Manager to drive the delivery of a enterprise-wide transactional communications platform
This platform will underpin all customer communications triggered by transactions and events - including order confirmations, delivery updates, returns, account notifications, and service communications across email, SMS, push, and in-app channels.
You will be responsible for defining the product vision, roadmap, and operating model, ensuring the platform is scalable, reliable, and capable of delivering personalised, real-time communications at scale.
Overview of the role:
Product Strategy & Vision
- Help shape and deliver product / platform vision and strategy for the transactional communications platform
- Establish a clear roadmap aligned to customer experience goals, operational efficiency and commercial outcomes
- Drive a shift from a legacy platform to a new platform.
Platform Ownership & Delivery
- Lead the end-to-end delivery of a multi-channel transactional communications platform (email, SMS, push, in-app)
- Ensure the platform supports high-volume, real-time communications, resilience and reliability at scale
- Partner with: Engineering & Architecture teams , CRM / Marketing teams, Data & Analytics
- Customer Experience & Operations
- Drive improvements in customer communications experience, including timeliness, relevance and clarity
- Enable personalisation and dynamic conten t within transactional messaging
- Ensure consistency across all customer touchpoints
Skills & Experience
Essential:
- Proven experience as a Senior Product Manager/ Head of Product / Senior Product Leader
- Experience delivering platform products, ideally in:
- Transactional communications
- CRM
- Customer engagement
- Ideally have a strong understanding of multi-channel messaging platforms, APIs and integrations
- Experience working with cross functional teams
- Significant stakeholder management experience including experience working with stakeholders in Europe
- Retail experience is highly desirable
Reasonable Adjustments:
Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.
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