THE ROLE: You’ll use your data, research and operations capabilities to supercharge our Digital Product initiatives – with a focus on reducing returns and improving personalised customer experiences across our web and app channels. You’ll help drive forward ambitious goals across net conversion rate, revenue per visit and customer lifetime value. WHAT YOU’LL BE DOING: Core Product Operations Be the “right arm” of the Product Managers – with no task too big or too small, to help drive the team forward. Take on responsibility for projects within the product team, especially when they need collaboration and alignment with other squads and teams in the business. Lead on experimentation within the team – working closely with data and research colleagues to understand the most important problems to solve and help test potential solutions to drive conversion and keep returns low across our digital channels. Partner with third-party suppliers to evaluate and implement the right solutions for our customers and drive the ongoing optimisation of the experiences they power. Getting our products into the hands of customers by removing barriers, building pilot user groups, running growth experiments, optimising journeys and drawing up playbooks that we can use to scale winning experiments. Coordinating smooth Product launches and releases, taking into account 2nd and 3rd order effects. Constantly thinking about the risks of decisions the team makes and how to mitigate them. Returns & post purchase journeys Own the data attributes process end-to-end – ensuring the right product data signals (size, fit, fabric, imagery) are captured, maintained, and surfaced effectively to reduce return rates. Work cross-functionally with Data, Buying, and Content teams to define and maintain data standards that feed into returns reduction initiatives. Lead the day-to-day management of the BazaarVoice (BV) partnership, including preparing for and supporting the upcoming contract renewal – evaluating performance, identifying gaps, and making recommendations on the future scope of the relationship. Identify and manage any additional third-party business processes that surface through PDP (Product Detail Page) work, ensuring they are optimised, well-governed, and delivering value. Support non-tech returns initiatives – working with operational and commercial teams to identify interventions outside the digital product that could meaningfully reduce return volumes (e.g. packaging, fulfilment, customer comms). Leverage ZigZag expertise to optimise our returns platform and processes – acting as the primary point of contact internally and driving initiatives that improve both the customer experience and the cost of returns. Personalisation Ensure the right data foundations are in place for personalisation – identifying gaps in customer and behavioural data, partnering with Data Engineering to improve signal quality and coverage. Coordinate closely with the data team to align on personalisation priorities, dependencies and delivery timelines – acting as a bridge between the Product and Data/ML teams. Focus on recommendations and tooling – supporting the evaluation, implementation and ongoing optimisation of recommendation engines and personalisation tools across web and app. WHO YOU ARE: You’re a “get stuff done” person, who has experience in an operations, projects or growth role, and is keen to build high performing teams (using agile methodologies/mindset). You’re known as a generalist, who is able to learn quickly and collaborates in the open by default. You’re good with data and know how to turn it into insight to inform decision making – experience with eCommerce or retail data (e.g. returns rates, conversion, product attributes) is a strong plus. You’re comfortable speaking with customers to ascertain their pain points and know the difference between research and sales. You’re not scared to discuss technical concepts, so you’re able to work closely with more technical colleagues to find the most appropriate solution, with a focus on speed of delivery. Proven track record of taking ownership and successfully delivering results in a fast-paced, dynamic environment. You are able to simplify complex ideas and maximise business value. You create teams with a positive can-do attitude, that celebrates successes and failures together. You’ll demonstrate excellent communication skills, both verbally and in written form. An expert in the power of Slack to drive asynchronous communication and culture change. Experience working with third-party vendors (e.g. BazaarVoice, ZigZag or similar) and managing supplier relationships including contract review and performance management WHATS IN IT FOR YOU: 40% staff discount plus friends & family discounts throughout the year Access to our reward platform for external discount and offers Private pension scheme Profit related bonus scheme Option to join our Healthcare Private Medical Scheme Virtual GP access for you and your children – it allows you to speak to a doctor at a time and date that suits you All employees are covered by our life assurance policy from day one Unlock extra leave with our buy more holiday scheme. Celebrate YOU! Enjoy an extra paid day off on your birthday each year Enhanced maternity, paternity and adoption leave, and shared parental leave (eligible after 2 years service) Spread the cost of your commute with interest-free season ticket loans Do your bit for the environment and save money with our Cycle2Work scheme We're proud to partner with the Retail Trust and Fashion & Textile Children's Trust