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About the Role

Lead the delivery of a new digital commerce platform and CRM approach for both B2B and B2C customers. Report to the Chief Technology Officer and own the product vision, roadmap, and delivery plan for the programme, ensuring a seamless go-live with no loss of functionality. Drive CRM decisions from options to implementation, starting with a real use case.

Responsibilities

Own the roadmap, plan, milestones, dependencies, and risk register across commerce, CRM, content, data, and migration workstreams.
Run the governance rhythm and report progress, risks, and decisions to the CTO and executive team.
Question every requirement, remove unnecessary items, and simplify or automate remaining ones.
Define 'like for like' for each channel and make scope trade-offs on quoting, basket creation, payments, refunds, and agentic shopping.
Maintain a prioritised backlog and clear acceptance criteria with engineering.
Work with engineering leads, architects, and implementation partners to deliver in time-boxed phases.
Ensure standards, automated tests, and monitoring are in place from the first sprint.
Drive CRM and content management decisions through clear criteria, shortlists, and proofs, bringing them to the CTO for sign-off.
Take the CRM direction from options to a decision and the first CRM use case into delivery.
Own the consumer journey from discovery to order and installation, including search, personalisation, basket, checkout, samples, and appointments.
Set conversion, search visibility, and customer experience measures for the consumer site and track them from beta onwards.
Run the consumer beta on the secondary brand site and use its insights to de-risk the main consumer migration.
Own the customer data migration approach, URL redirect plan, and search visibility protection.
Plan parity testing and a staged launch, from B2B to a B2C beta on a lower-traffic site, then to the main B2C website.
Engage stores, in-home teams, B2B and B2C operations, marketing, finance, installation, and customer service to agree on changes.
Plan adoption, training, and process change, such as for orders that cannot be edited after closing.
Help shape the team, including onboarding partner engineers.

Requirements

A track record as a product manager or programme lead delivering a major commerce, platform, or CRM transformation from start to finish.
Experience across B2B and B2C commerce, including conversion, personalisation, and search visibility, ideally in retail or a multichannel business.
Confident working with composable, API-led, and event-driven architectures, and able to challenge engineers constructively.
Experience running build versus buy decisions and managing specialist implementation partners.
Strong stakeholder management up to executive level, with data-driven prioritisation.
Experience of customer data migration and site migrations that protect search visibility.
Working knowledge of UK GDPR and PECR as they apply to customer data and marketing.
CRM or customer data platform delivery, including AI-assisted or agent-based journeys.
Integration with enterprise resource planning systems.
Appointment-based, field, or installation service businesses.
Home improvement or store-based retail.

Skills

Product Management
Programme Leadership
Digital Commerce Platform
CRM
API-led Architecture
Event-driven Architecture
Composable Architecture
Stakeholder Management
Data-driven Prioritisation
Customer Data Migration
Site Migration
Search Visibility Protection
UK GDPR
PECR
Build vs Buy Decisions
B2B Commerce
B2C Commerce
Personalisation
Conversion Optimisation
AI-assisted Journeys
Agent-based Journeys
ERP Integration

Work Type

Fixed Term
Contract

About the Company

A retailer that owns the end-to-end customer journey from discovery through installation and post-care.
Serves consumers (B2C) through websites, stores, and home consultants.
Serves trade customers through a growing business-to-business (B2B) channel.
The current website runs on unsupported technology with no source code access, requiring third-party resources for changes.
The back office system has become a bottleneck due to absorbing pricing, promotions, quoting, and order management.
Internal applications are fragmented, lacking a single view of the customer or order.
Limited personalisation capabilities and the current stack is not ready for AI-assisted and agentic shopping.
Data is processed in overnight batches instead of real-time events.