Head of Product - Customer Comms Platform
Posted 5 days ago by Totaljobs
£750 Per day
Inside
Onsite
City of London (EC1), EC1
Summary: The Head of Product role focuses on leading the development and delivery of an enterprise-wide transactional communications platform for a well-known brand. This position involves defining the product vision, roadmap, and ensuring the platform's scalability and reliability for real-time customer communications. The role requires collaboration with various teams to enhance customer experience and drive operational efficiency. The ideal candidate will have significant experience in product management, particularly in transactional communications and CRM.
Key Responsibilities:
- 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.
- Lead the end-to-end delivery of a multi-channel transactional communications platform.
- Ensure the platform supports high-volume, real-time communications, resilience, and reliability at scale.
- Drive improvements in customer communications experience, including timeliness, relevance, and clarity.
- Enable personalization and dynamic content within transactional messaging.
- Ensure consistency across all customer touchpoints.
Key Skills:
- Proven experience as a Senior Product Manager/Head of Product/Senior Product Leader.
- Experience delivering platform products, ideally in transactional communications and CRM.
- Strong understanding of multi-channel messaging platforms, APIs, and integrations.
- Experience working with cross-functional teams.
- Significant stakeholder management experience, including working with stakeholders in Europe.
- Retail experience is highly desirable.
Salary (Rate): £750 per day
City: City of London
Country: United Kingdom
Working Arrangements: on-site
IR35 Status: inside IR35
Seniority Level: Senior
Industry: IT
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 content 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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