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Product Manager - Contract

London, ENG

contractor

hybrid

Product Manager
- Digital Commerce Platform and CRM

About the role

Product Manager, on a fixed term or contract basis, to lead the delivery of a new digital commerce platform for both B2B and consumer (B2C) customers, together with a new approach to customer relationship management (CRM).

We're a retailer who owns the end to end customer journey from discovery through to installation and post care, serving consumers (B2C) through websites, stores and home consultants and trade customers through a growing business to business (B2B) channel.

You will report to the Chief Technology Officer. You will own the product vision, roadmap and delivery plan for the programme, and you will be accountable for getting it live with no loss of functionality for customers or colleagues.
CRM is part of the role. The direction is not yet decided, so you will take the CRM approach (build, buy or a lighter model fed by an owned context layer) from options to a decision and into delivery, starting with one real use case such as recovering lapsed quotes. The detail is covered in a separate CRM strategy.

The programme

The programme replaces a legacy website and an overloaded back office system with a composable platform built around APIs, so that B2B and B2C trading can scale without headcount growing at the same rate (B2B revenue is targeted to grow several times over four years), and so that consumers get a faster, more personal journey from discovery to fitting.

Why we are changing

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The current website runs on technology the business does not support and has no source code access, so every change depends on third party resource.

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The back office system has absorbed pricing, promotions, quoting and order management and has become a bottleneck.

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Internal applications are fragmented, with no single view of the customer or the order.

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Personalisation is limited and the stack is not ready for AI assisted and agentic shopping.

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Data arrives in overnight batches rather than as events.

B2B and B2C scope

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B2B: a gated portal for trade customers with company accounts, price lists, order and fit date visibility, quoting and ordering, and service levels for the B2B operations team.

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B2C: the consumer journey from discovery to order and installations, covering product search and merchandising, personalisation, pricing and promotions, basket and checkout, product samples, appointment booking, customer accounts and order tracking, store information and stock visibility, forms, reviews, and saved projects and property views.

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Across both: a single source of truth for price and product, accessibility, performance and responsive design, search and answer engine visibility, and readiness for agentic shopping and support.

The target architecture

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A commerce engine for B2B and B2C accounts, pricing, product and orders, with order status orchestration.

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The existing enterprise resource planning system retained as the system of record for finance, stock, purchasing, shipping and invoicing.

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A custom built customer experience layer for the consumer website, B2B portal and store and field applications, with personalisation and experimentation on the consumer side, connected through product, search, basket, quote, ordering, payments and refunds, identity and customer services.
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Replacement content management, with a CRM approach still to be decided.

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Product information management, search and merchandising, payment gateways and supporting services such as address lookup, samples fulfilment and reviews.

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An event driven data platform from day one.

Key responsibilities

Programme leadership

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Own the roadmap, plan, milestones, dependencies and risk register across the commerce, CRM, content, data and migration workstreams.

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Run the governance rhythm and report progress, risks and decisions to the CTO and executive team.

Product scope and prioritisation

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Question every requirement and remove what is not needed before simplifying or automating what remains.

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Define what like for like means for each channel, and make scope trade offs on quoting, basket creation, payments, refunds and agentic shopping.

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Maintain a prioritised backlog and clear acceptance criteria with engineering.

Delivery

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Work day to day with engineering leads, architects and a specialist implementation partner to deliver in time boxed phases.

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Make sure standards, automated tests and monitoring are in place from the first sprint.
Decisions and CRM

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Drive the CRM and content management decisions through clear criteria, shortlists and proofs, and bring them to the CTO for sign off.

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Take the CRM direction from options to a decision and the first CRM use case into delivery.

B2C experience

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Own the consumer journey from discovery to order and installation, including search, personalisation, basket, checkout, samples and appointments.

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Set conversion, search visibility and customer experience measures for the consumer site and track them from the beta onwards.

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Run the consumer beta on the secondary brand site and use what it shows to de risk the main consumer migration.
Migration and risk

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Own the customer data migration approach, the URL redirect plan and search visibility protection.

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Plan parity testing and a staged launch, from B2B to a B2C beta on a lower-traffic site and then to the main B2C website.

Stakeholders and change

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Engage stores, in-home teams, B2B and B2C operations, marketing, finance, installation and customer service, and agree what changes for each.

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Plan adoption, training and process change, for example orders that cannot be edited after they close.

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Help shape the team around you, including onboarding partner engineers.

Experience we are looking for

Essential

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A track record as a product manager or programme lead delivering a major commerce, platform or CRM transformation from start to finish.

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Experience across B2B and B2C commerce, including conversion, personalisation and search visibility, ideally in retail or a multichannel business.

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Confident working with composable, API led and event driven architectures, and able to challenge engineers constructively.

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Experience running build versus buy decisions and managing specialist implementation partners.

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Strong stakeholder management up to executive level, with data driven prioritisation.

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Experience of customer data migration and site migrations that protect search visibility.

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Working knowledge of UK GDPR and PECR as they apply to customer data and marketing.

Desirable

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CRM or customer data platform delivery, including AI assisted or agent based journeys.

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Integration with enterprise resource planning systems.

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Appointment based, field or installation service businesses.

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Home improvement or store based retail.