Product Owner

Product Owner (CRM)

Department: IT Business Core Systems

Employment Type: Permanent - Full Time

Location: Head Office, London

Description The Product Owner (CRM) owns Bloomreach as a product, turning the customer strategy into a delivery roadmap with measurable results. Reporting to the Head of Data and Analytics and working hand-in-hand with the CRM team, the role owns and manages CDP integrations end-to-end – from design and implementation through UAT and release – and is accountable for ongoing testing and monitoring of data accuracy and quality. 

For CRM initiatives (segmentations, journeys, personalisation), the role acts as a consulted partner, providing support to test plans where execution and measurement sit with CRM/Analytics. The Product Owner drives platform enablement and adoption across markets, ensuring changes are governed, documented and optimised for value. 

As the in-house Bloomreach expert, the role owns the technical vendor/support relationship and platform operations (environment health, permissions, SLAs, incident management). You'll translate briefs into hypotheses and success measures, challenge assumptions with data and make performance visible. The Product Owner owns delivery quality, adoption and measurement; commercial performance is shared across CRM and Markets.

What Will You Do?

• Act as Product Owner for customer data initiatives – accountable for planning, delivery and outcomes.
• Lead discovery, prioritisation and agile ceremonies; define epics and user stories in Jira; maintain a value‑led backlog.
• Serve as Bloomreach SME and primary contact for Support/CSM/TAM – own the vendor relationship (roadmap input, SLAs, renewals), incident triage/escalation; champion new releases and monitor CRM/competitor trends to inform the roadmap.
• Drive adoption and measurable value across markets; keep stakeholders aligned via weekly updates and contribute to monthly SteerCos.
• Align with the Head of Data and Data Engineering on architecture, dependencies and timelines.
• Manage UAT, release and change control; oversee environments (Staging, Production) with clear rollback plans and data/event management.
• Own role‑based access control (RBAC) and environment access with Infrastructure – define roles, map permissions to roles (not individuals), enforce least‑privilege, run joiner‑mover‑leaver and periodic reviews, and maintain audit readiness.
• Build and maintain CDP health reporting (event freshness/volume, error rates, consent syncs, scenario run status) with proactive alerts and runbooks.

• Initiate process to capture clear CRM briefs; translate into hypotheses, acceptance criteria and success metrics; constructively challenge where data indicates better options.
• Own delivery and adoption of CDP initiatives; contribute to outcomes through robust design, data quality and measurement; commercial performance remains with CRM owners.
• Define measurement requirements and validate in-tool visibility; partner with Data/Analytics on dashboards and Power BI; ensure the CDP provides the right events/aggregates.
• Partner with CRM leadership, regions and cross‑functional teams to ensure the CDP supports the customer strategy and programme goals; surface requirements beyond Ecommerce (retail, customer care, etc.).
• Recommend enhancements to Bloomreach and adjacent tools – and evaluate partners – based on validated needs and impact.

• Evolve and optimise Bloomreach and the connected martech stack; contribute to segmentation standards and naming conventions, working closely with Data/CRM.
• Capture and prioritise integration needs, attributes and use cases; work with Engineering/UX/Analytics to implement new data points and support test‑and‑learn.
• Map data flows and customer journeys to identify automation opportunities and ensure consistency across touchpoints.
• Monitor scenarios and integrations end‑to‑end with Engineering; proactively flag anomalies, drive root‑cause analysis, and ensure timely fixes or rollbacks – supported by runbooks and post‑incident reviews.
• Define requirements and partner with Data/Analytics to maintain KPI/reporting taxonomy; ensuring Bloomreach reporting consistency with core Analytics resources.
• Embed GDPR/CCPA and market/channel restrictions in design and activation; run programmes for profiling consent within marketing opt‑in and for consent‑freshness/retention reviews with the DPO and Security.
• Maintain documentation, support scenario lifecycle management and release notes; ensure audit readiness across environments.

#INDCORP 

What we are looking for:

• Hands‑on experience with CDPs (ideally Bloomreach) and their application in marketing, personalisation and journey orchestration.
• Strong commercial awareness and the ability to balance technical feasibility with business value.
• Proven success partnering across Marketing, Digital, Data and Engineering to deliver impactful customer initiatives.
• Experience working in agile environments with hybrid teams (business + technical).
• Comfortable with change and ambiguity – able to set direction, build momentum and adapt with agility.
• Deep understanding of CRM operating models and experience enabling customer strategy through data and technology.
• Familiarity with modern data ecosystems including data warehousing (e.g., Microsoft Fabric), middleware (e.g., Boomi) and analytics platforms (e.g., Power BI).
• Comfortable with SQL or equivalent and building reports/dashboards within CDPs; able to translate KPI definitions into platform‑level metrics and aggregates.
• Strong written and verbal communication skills with the ability to influence across levels and functions.
• Bonus: Exposure to retail and customer care data sources; experience with UTM/attribution standards; knowledge of consent management and SMS.

What we offer you*

• Hybrid and flexible working: This role is based on site at our Baker Street (London) offices three days per week, with two days working from home. We also operate with flexible working hours, our core hours are between 10am - 4pm. 
• Generous Staff Discount on all your favourite ELEMIS products and spa treatments, as well as discounts on L'OCCITANE Group products (including L'Occitane, Erborian and more)
• Excellent well-being policies including enhanced Maternity & Paternity policies, Income Protection, Life Assurance and more
• Generous Holiday Allowance, increasing with length of service
• Company Pension Scheme
• Healthcare Cash Plan (with Dental)
• Private Medical Insurance
• Employee Assistance Programme for all Associates and their families
• Cycle to Work Scheme, Season Ticket Loan, Length of Service Awards
• Much, much more

*Some benefit eligibility is based on length of service or contract type

---