Product Manager

What You'll Own

Reimagining Returns

You'll own the end-to-end Returns proposition, spanning customer experience through to client fulfilment and operational execution.

Your mission is to transform Returns into the easiest to use and most insightful returns platform in the market, giving customers and clients flexibility and control without unnecessary cost.

You'll:

• Define and evolve a clear product strategy for Returns, aligned to broader Customer & Client goals • Refine the end-to-end customer journey, from initiating a return through to collection and resolution • Stabilise and optimise our tiered returns proposition, ensuring consistency from client onboarding through to operational fulfilment • Identify friction, inefficiencies, and opportunities across process, data, and technology • Work closely with operational teams, including regular site visits, to deeply understand how returns actually work in practice • Unlock opportunities to make Returns more intelligent, insight-led, and scalable

How You'll Drive Impact

This role is about owning a complex, cross-cutting product space and driving it forward through clarity, collaboration, and continuous improvement – you won't own one squad – you'll partner with existing product teams to create a seamless proposition.

Product Leadership Across the Lifecycle

You'll lead products from idea through to impact:

• Help define and communicate product vision, aligned to wider strategy • Own and deliver against product OKRs, ensuring measurable progress • Manage products across the full lifecycle, from problem definition to optimisation • Act as the bridge between business needs, customer needs, and technical delivery

Discovery, Ideation & Problem Solving

You'll ensure we're solving the right problems, the right way:

• Frame problems clearly with stakeholders, turning ideas into actionable opportunities • Use analytics, user research, and market insight to identify drivers for change • Facilitate workshops to define realistic, outcome-focused solutions • Bring strong awareness of customers, competitors, and industry trends into ideation • Collaborate with Design and Technology to ensure solutions are aligned, scalable, and consistent

Continuous Discovery & Delivery

You'll create momentum through constant learning and iteration:

• Validate ideas through user testing, research, and data before development • Own and prioritise the product roadmap and backlog, ensuring focus on outcomes • Work closely with Delivery teams to ensure features are shipped effectively and on time • Partner with Solution BAs, Architects, and Delivery Managers to ensure solutions are viable and well understood • Align with wider initiatives and programmes to ensure joined-up delivery across the organisation

Measurement, Insight & Optimisation

You'll ensure everything you build drives real value:

• Define and track product metrics, SLAs, and performance indicators • Use data to evaluate success, inform decisions, and guide future direction • Provide clear reporting on product performance, adoption, and impact • Continuously identify opportunities to improve, evolve, or pivot

Commercial & Stakeholder Management

You'll operate confidently across the business:

• Support budgeting, resource planning, and financial management (CAPEX / OPEX) • Contribute to go-to-market strategy and product launches • Work with stakeholders across all levels to ensure alignment and clarity • Partner with suppliers and third parties to maintain service quality and performance • Support adoption of new products and ways of working across the organisation

What You Bring

You're a thoughtful, driven Product Manager who combines curiosity with execution.

You bring energy, warmth, and a naturally engaging style, building strong relationships and creating momentum across teams.

• Experience owning products or product areas across the lifecycle • Ability to build and manage a clear, prioritised roadmap • Strong collaboration skills across cross-functional teams • Confidence using data and insights to inform decisions • A deep commitment to understanding customer and client needs • Commercial awareness, with the ability to identify growth opportunities • Curiosity and initiative to explore complex problem spaces • A data-driven mindset (Power BI / SQL a bonus) • Ability to communicate clearly with both technical and non-technical audiences

Why This Role Matters

Returns are one of the most critical and complex parts of the customer journey.

This is your opportunity to turn something often frustrating into something effortless, intuitive, and genuinely valuable, for both customers and clients.

Real ownership. Real complexity. Real impact.

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