CX Product Manager

We’re almost 15 years old, and in that time, we’ve accelerated from zero to £50m/year revenue, won local and national awards, and grown to 150-plus people. Our three websites – Drench, Tap Warehouse and Toasty – are growing from strength to strength, and we’re looking for a Product Manager who will help us to continue our growth journey.

As a CX Product Manager, you will shape and own the systems that power our customer‑facing teams – Customer Service, Sales, Design, and Trade. Your mission is to drive efficiency and satisfaction by ensuring our teams have the tools they need to do what they do best.

Responsibilities

• Lead our system evolution: Partner with the Tech Director and other stakeholders to research, select, and implement a unified CX system, owning the transition and ensuring it’s set up for success from day one.
• Be the bridge: Act as the main link between Tech and our customer‑facing teams, clearing roadblocks and ensuring everyone is aligned to deliver a seamless, high‑quality journey at every stage.
• Prioritise how we work: Shape the CX roadmap, and continually review our processes and systems to make sure we’re focused on the improvements that drive the most efficiency and satisfaction.
• Own the system lifecycle: Take ideas from research and documentation through to testing and launch, ensuring that improvements are fit for purpose and solve the right problems for our colleagues.
• Manage and iterate the tech stack: Take ownership of our CX systems (live chat, ticketing, phones, CRM, etc.), making sure we get the most out of our tools and always looking for ways to stay ahead of the curve.
• Optimise and automate: Proactively find ways to work smarter using automation, AI, and better integrations to remove manual tasks and ensure every tweak leads to a faster, better experience for the customer.
• Lead the training and release process: Document and demo new features, train the teams that use them, and communicate how these improvements help us provide a better experience for our customers.

Key Skills

• Strong background in Customer Experience (CX), with a genuine passion for creating and improving customer journeys.
• Solid understanding of eCommerce and retail environments, and what great looks like from a customer perspective.
• Proven ability to identify problems and implement practical solutions, with a proactive, problem‑solving mindset.
• Highly organised, with experience owning projects from end to end and delivering to deadlines.
• Confident working with stakeholders across the business, understanding pain points and translating them into actionable improvements.
• Strong focus on collaboration, building effective relationships and working cross‑functionally.

Benefits

• Flexible working hours – 40 hours per week, typically starting and finishing between 8 am and 6:30 pm Monday to Friday.
• Generous annual leave.
• All the tech you need and a remote working budget for setting up your home office.
• A fantastic office, or the flexibility to work at home.
• A company‑wide commitment to learning and development.
• A friendly, customer‑focused environment built on teamwork, collaboration, ownership, and transparency.
• Team and company‑wide social events.
• No corporate dress code.
• A one‑off allowance of £500 for setting up your home office.

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