Hybrid working with office days in either Northampton or Bridgwater
If you’ve ever used Toolstation, you’ll know we’re so much more than just a place to pick up tools. We’re the “pop in for a chat” station. The “let’s grab that sealant so you don’t miss kick-off” station. And we’re looking for a Senior Customer Propositions Manager to help us get there, stay there, and keep growing.
We’re one of the UK’s fastest-growing retailers for a reason: we keep it simple for the trade and serious DIYers alike. We don’t just sell tools; we’re selling the convenience and service that keeps our customers moving.
As our Senior Customer Propositions Manager, you’ll be the strategic, data-driven brain behind our biggest moves. You aren’t just managing a roadmap; you’re crafting the “hooks” that turn a simple visit into a long-term partnership. From evolving our award-winning Toolstation Club and Fast Track delivery to rethinking how we bundle products for complex projects, your work will be felt in every branch and on every app screen.
Key Responsibilities
- Own the roadmap: Take our core offerings (Toolstation Club, Fast Track, My Rewards) from business case to GTM and beyond.
- Map the journey: Analyse the customer experience across every touchpoint to find those “white space” opportunities.
- Talk Trade: Use data to build personas that speak to our customers. Ensure the Trade gets the speed they need, while the serious DIYer gets the confidence they crave.
- Innovate: Drive the strategy for services that make the hand-off between our app and our branches absolutely flawless.
- Collaborate: Work cross-functionally to drive retention, cross-sell, and upsell—always with a customer-first mindset.
- You’ve got the experience: You’ve spent 5+ years in Customer Propositions, Product Marketing, or Commercial Strategy, ideally in high-volume retail and a B2C market.
- You’re Omni-channel savvy: You know how to use digital tools to solve physical pain points.
- You’re data-driven: You’re comfortable with P&L management and love digging into CRM data to find the “why” behind the numbers.
- You’re customer obsessed: You can understand the pressures of a busy trades person and can translate those needs into simple, effective solutions.
- You’re agile: You move fast, pivot when the data says so, and know how to get buy-in from branch ops to tech developers.
Benefits
Competitive salary and benefits commensurate with the role, contributory pension, BAYE and SAYE schemes, life assurance and discounts off Travis Perkins businesses and a range of other affiliate partners.
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