Senior Product Manager (Owner) Digital Product · Richmond · Hybrid Remote

We’re looking for a Senior Product Manager to head up our Owner product. This role will work closely with a cross-functional squad of engineers and designers, as well as key partners in our Trading, CRM and CX (Customer Service) teams.

You’ll need to be passionate about solving customer problems using insight and experimentation, have a good sense of what makes a compelling digital experience, and bring expertise from your background in retention and loyalty strategy.

Changing the world of pet food for good

Remember to check your CV before applying Also, ensure you read through all the requirements related to this role.

We’re Tails.com, a dog food subscription company with a big difference. We create truly tailored food for each and every dog we serve.

We start by asking people a few simple questions about their dog. Then we use that information to create their dog’s unique Tails.

com recipe so their dog gets exactly the nutrition they need, in the taste they love, delivered to their door every month. It’s clever stuff.

We’ve got ambitious plans. Having created an entirely new category in pet food, we’re now scaling fast in the UK and Europe backed by Purina, one of the world’s largest pet food companies.

You’ll join a bunch of smart people working towards the same goals and a bunch of smart-ish dogs, all working on their own thing.

The role

This Senior Product Manager position is responsible for providing an engaging digital service with nutrition and flexibility at its core, that allows customers to explore our range and manage a subscription to work well for people and pets alike.

You’ll help our customers keep their pooches happy and healthy by offering a seamless shopping, account and delivery experience that improves customer satisfaction, retention and lifetime value.

This role would best fit a PM who :

• Has a background in or experience of digital retention and customer value strategies,
• Has knowledge of CRM or customer service contact practice,
• Cares deeply about creating compelling customer experiences, particularly in account management, and
• Is passionate about delivering customer and commercial value.

You will be responsible for :

• Co-creating and owning the Owner product vision and roadmap with a cross-functional team including Product Design, Engineering, Insights, CRM and Trading.
• Leading the cross-functional Owner product team to define and deliver both customer outcomes and commercial metrics using OKRs and other frameworks;
• Partnering with CRM and CX (customer service) to design an effective contact strategy that better enables customers to self-serve.
• Articulating customers’ needs to inform opportunities in our product experience and underlying technology (including data analysis and talking directly with customers).
• Using a range of insights, develop and implement strategies to improve customer retention and lifetime value metrics - removing points of friction and identifying opportunities to encourage our customers to take more of our range (cross-selling) and stay with Tails.com longer.
• Using agile methodologies and an experimentation mindset to quickly learn what works and why, deliver value sooner for pet owners, and iterate compelling digital experiences that address customer needs and market opportunities.
• Understand, monitor and report KPIs for this product area, identifying success measures for customers and the company.
• As part of the Product & Engineering senior team, work with Engineering and Design leads to continuously improve our discovery and delivery practices, acting as a mentor and coach to others around you.

The skills you’ll bring :

• Digital product management experience leading cross-functional teams of engineers, designers, analysts and other stakeholders to define and deliver a product roadmap that meets customer and commercial needs.
• Proven experience owning a customer loyalty or retention plan, with demonstrable delivery of business metric improvement including retention and lifetime value.
• Experience scoping and delivering new features to improve customer engagement and retention metrics, in line with customer needs, commercial ambition and company strategy.
• Experience in a product or service where customer account management is critical to customer and commercial success.
• Applying product management techniques to translate ambiguous or complex opportunities into goals, plans and impact, including the ability to influence goal-setting in other delivery teams.
• Comfortable applying a range of discovery techniques and experimentation (e.g. AB testing, customer prototypes, continuous discovery) to develop deep customer empathy and commercial understanding - both directly and driving adoption of these techniques within a cross-functional squad.
• Delivers impact through a fast-paced test-and-learn approach to product management; has a strong bias to action, delivering what matters most iteratively.
• Experience working with peers in design and engineering to improve ways of working across multiple cross-functional squads.
• Experience coaching or mentoring more junior team members in product practice and impact.

What's in it for you?

• Competitive salary, reviewed annually
• Annual bonus, based on company performance
• Flexible core hours, giving you true work life balance
• Hybrid working pattern (2 days per week in our Richmond office)
• 25 days of holiday (excluding bank holidays) which increases over time to a max of 27 days
• 9 / 10 day working week to enhance your wellbeing without a reduction in pay and leave allowance
• Optional 5 days unpaid leave and 1 paid volunteer day each year
• When you need a change of scenery, you can work from abroad 2 weeks every 6 months
• Health insurance for you, paid by Tails.com and discounted gym membership
• Extended maternity, shared parental and adoption pay. Up to 6 months at 70% pay, linked to statutory parental pay
• Flexible paid care leave to support immediate dependents, people close to you and pets
• An external financial coach to support a range of topics - debt management, savings and investments
• In house L&D team, with access to year round courses to help drive your development
• 50% discount on all Tails.com and 40% on Republic of Cats products

What’s next?

If this sounds like it matches your experience and what you’d love to do, we can’t wait to hear from you! If you’re unsure whether you fit our criteria exactly, please get in touch anyway.

And because we believe that diverse teams perform better, we’d especially love to hear from you if you’re from an under-represented demographic.

Our commitment

We’re proud to be an active equal opportunity employer. We want to give everyone a fair chance to join us in changing the world of pet food for good.

We do this by conducting a structured recruitment process for all candidates, as well as actively promoting our roles to communities that are under-represented at Tails.com.

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Remote working / work at home options are available for this role.