Lead Product Manager – Wholesale CRM

Overview

As Lead Product Manager for Wholesale CRM, you will shape the vision and strategy for our CRM products serving independent retailers and wholesale customers. You will lead product development from discovery to delivery, collaborating with technology, design and business teams. You will translate customer insights into prioritized roadmaps and measurable outcomes, balancing user needs with business priorities. This role sits in a digital, technology and data function at Co-op, offering hybrid working and opportunities to impact customer relationships and value creation across the wholesale business.

Pay / Benefits

• annual bonus
• 28 days holiday plus bank holidays
• pension with up to 10% employer contributions
• private healthcare
• subsidised onsite gym
• 30% discount on Co-op products and 10% off other brands

Responsibilities

• Lead the development and continuous improvement of CRM products and capabilities to enhance engagement and long-term value for independent retailers and wholesale customers
• Define and communicate a clear vision, strategy and roadmap for Wholesale digital CRM products
• Collaborate with stakeholders to balance customer needs, business priorities and technical considerations in product decisions
• Lead the product lifecycle from discovery through delivery to achieve meaningful outcomes
• Leverage customer insights, feedback and data to identify opportunities and prioritise improvements
• Maintain a well-prioritised backlog to focus teams on high-value work
• Measure product performance and use insights to inform future investments and decisions
• Build and nurture cross-functional relationships across product, engineering, design and business teams

Key requirements

• Significant product management experience with capability to define strategies and lead complex initiatives
• Experience with CRM, customer engagement or customer experience products
• Knowledge of CRM platforms and using customer insights and behavioural data to guide decisions
• Strong stakeholder management and ability to influence across teams and seniority levels
• Experience using customer insights, research and data to inform decisions and prioritise work
• Ability to translate business goals into clear outcomes, roadmaps and measurable objectives
• Strong communication skills to explain complex ideas to varied audiences
• Understanding of agile ways of working and experience in cross-functional product teams

• Stakeholder management
• Clear communication
• Collaborative mindset
• CRM platforms
• Customer insights and behavioural data
• Product lifecycle management (discovery to delivery)

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