Product Manager - Customer
Department: Product Management
Employment Type: Full Time
Location: Trimble Offices, Morley
Description
About the team: At Vintage Cash Cow, technology is how we scale impact. From the moment a customer sends us their pre‑loved items, to processing and pricing each box, through to re‑commercing items across our marketplace channels—every step is powered by the systems we design, the products we build, and the data we unlock.
Our Technology, Product & Data team supports both our customers and the internal teams who make everything happen. We build the tools that keep boxes moving, items priced, stock managed, and sales flowing.
This is a team where curiosity meets craft: blending creativity, technical excellence, and a product mindset to deliver solutions that simplify complexity, drive operational excellence, and support our growth.
About the role: As Customer Product Manager, you will set the vision and own the strategy for our customer‑facing applications across all our brands (ArcaVindi & Vintage Cash Cow). Your primary focus will be the digital experiences for our customers, including the conversion funnel, the post‑submission journey, and the product features that build trust and drive repeat behaviour. You will develop a clear point of view on where the customer experience is heading, set the strategy, and back every decision with evidence.
The customer journey is a cross‑functional effort. You will work closely with Marketing, Data, Tech and wider business stakeholders to shape it, acting as the bridge between teams and bringing clarity on priorities, direction, and outcomes.
Conversion rate optimisation is central to how you will measure progress, always in service of building a customer experience that earns trust and drives long‑term retention.
What we are looking for is someone who...
- Gets excited about conversion and will notice drop‑off in funnels before anyone else does.
- Thinks in outcomes and systems, not features and tickets.
- Brings data and evidence to strategic conversations, not just instinct.
- Can balance long‑term strategic thinking with short‑term delivery priorities.
- Treats every feature launch as an experiment with a hypothesis.
- Takes ownership of problems from definition through to outcome.
Getting Started...
- Immerse yourself in VCC’s products, platforms, and business goals.
- Build relationships across the business to understand the current landscape, existing priorities, and where the key tensions sit.
- Walk the customer journey end to end, to understand where the experience is strong and where it falls short.
- Get into the data and analytics tools to understand current funnel performance, customer behaviour, and where the data gaps are.
Establishing Your Impact…
- Mine conversion and behavioural data to understand current funnel performance, customer behaviour, and where the data gaps are.
- Develop your customer product strategy and present a prioritised roadmap.
- Take ownership of the product backlog and scrum ceremonies, establishing a working rhythm with the tech team.
- Adopt, design or launch CRO experiments with clear hypotheses and success metrics, establishing a structured test‑and‑learn cadence.
Driving Excellence…
- Own and communicate a product strategy that goes beyond the roadmap, articulating direction, priorities, and trade‑offs clearly.
- Run a high‑cadence, structured experimentation programme across the funnel, continuously improving conversion through evidence‑based iteration.
- Define and lead go‑to‑market strategy for product launches, aligning Product, Marketing, and Tech around a shared plan, timeline, and success criteria.
- Build strong cross‑functional working relationships so the customer product is genuinely shaped and delivered collaboratively.
- Contribute to the wider product strategy alongside the Director of Tech & Product.
Key Responsibilities
Key Goals & Objectives:
- Own a clear, well‑communicated product vision and strategy for the customer portfolio.
- Drive measurable improvement in conversion across all key funnel stages through structured experimentation.
- Deliver a roadmap that is evidence‑led, clearly prioritised, and tied to business outcomes.
Key Responsibilities:
- Minimum of 3 years experience as a Product Manager, focused on customer‑facing digital products.
- Demonstrable experience developing and communicating product vision and strategy, not just managing a backlog.
- Hands‑on experience owning a CRO programme and driving measurable funnel improvements.
- Proven experience designing, running, and interpreting tests, with a solid understanding of statistical significance and test design.
- Proficiency in web and product analytics tools.
- Experience using behavioural and session recording tools such as Microsoft Clarity or Hotjar to inform product and CRO decisions.
- Strong data analysis skills, with the ability to mine customer behaviour data and translate findings into clear product decisions.
- Experience owning a product roadmap with evidence‑based prioritisation tied to business outcomes.
- Strong stakeholder management and communication skills.
- Experience building and executing go‑to‑market strategies for digital product launches.
- Experience conducting market, competitive, or localisation research and translating findings into product decisions.
- Experience building products across multiple markets or international audiences.
- Proficiency in Agile methodologies and tools such as Jira.
Skills, Knowledge and Expertise
- Background in e‑commerce, re‑commerce, resale, or circular economy platforms.
- Experience building and scaling products in multiple markets.
- Experience designing trust‑building product features such as quality signals, grading systems, or authenticity flows.
- Familiarity with product management platforms such as Productboard or Aha!
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