Head of Product – Payments & Checkout

Job Introduction

Are you looking for a new challenge that gives you the chance to get creative and use your knowledge of Product Management to take Customer Experience at Selfridges to the next level?  Looking for a company that wants to help further your career as well as provide you with an exciting, inspiring and fun place to work?  

If the answer to all of these questions is ‘yes’ then you’re just the kind of person we’re looking for! 

Role Responsibility

As the Head of Product Management for Payments & Checkout in the Sell domain, you will be accountable for the overall product development strategy, roadmap, and definition of KPIs that will enable cross functional squads to prioritise and deliver business value, technical change and industry - leading user experiences. 

Reporting to the Director of CX, the Head of Product Management will act as the link between the vision and the implementation, championing the voice of the customer and thinking of the overall value of a proposition or initiative, ensuring solutions to problems are valuable, feasible, usable, and viable.

You will work with senior stakeholders across Digital and Store as well as the Executive Team to keep the overarching strategy relevant and to define the objectives for your product development area, using their understanding of the market, our competitors and some of the leading tools & technologies driving operational excellence.

The Head of Product Management will build close, collaborative working relationships with business teams, technology teams, UX and Analytics and will know how to own and communicate that vision throughout the organisation.

Comfortable leading teams to deliver, through influence and also by direct line management in a heavily matrixed organisation, you will have a passion for omni channel experiences, payment strategy, Checkout, My Account, tech innovation and world class customer experience.

As Head of Product Management you will:

• Define the product domain’s strategy, vision, goals and KPIs, working with Senior business stakeholders, The Executive and the Director of CX to ensure alignment with the overall business and product management strategy.
• Lead product discoveries to improve internal user and customer experiences and business process and value aligned to goals and KPIs
• Define high level stories (EPICS) working with the key business stakeholders to ensure the Product manager(s) clearly understand the value
• Put the customer (and internal user) at the heart of everything, prioritising effectively using data and insights to drive decisions
• Form a key partnership with The Head of Technology in your domain, to ensure alignment and collaboration across solution design, engineering, and product delivery
• Form key partnerships with Directors and their teams in B&M and Supply Chain
• Be fluent or comfortable working within a Lean and Agile delivery mindset and methodology, able to influence others to adopt new ways of working
• Be comfortable building a product management from the ground up, with an ability to be both player and coach, as required
• Be a natural collaborator, a champion for simplicity and not afraid to fail fast to learn how best to deliver an amazing customer solution
• Manage a backlog, including defining user stories, acceptance criteria, with a focus on effective prioritisation
• Drive collaboration with technology, UX, business leads and creative teams to deliver market-leading technical and business solutions
• Be the voice of the customer or end user within the development team and articulate product expectations
• Provide an active role in mitigating impediments impacting successful completion of Release/Sprint Goals
• Be responsible for UAT & release sign off, ensuring we are delivering quality
• Carry out competitor and market analysis to help inform the backlog
• Be comfortable experimenting to learn with some experience taking part in rapid prototyping or design sprints

The Ideal Candidate

• Strong leader and team player with excellent communication and interpersonal skills.
• Experience of managing products through their Lifecycle from idea to delivery
• Ability to work in a fast paced, dynamic environment and to tight deadlines.
• A passion for problem solving and creative thinking
• A detailed understanding in at least one of the following is preferable – Payments. Checkout, My Account, Identity, Courier / Fulfillment, Mobile App
• A good understanding of what best in class looks like for retailers in this area
• Experience in product management for a multi-brand retailer or in an e commerce environment would be preferable
• An example of our values, potential to become a trusted and respected team member

About the Company

Our Creative Spirit 

We are more than a shop. We are a social space where culture and commerce collide to release an energy that we call the Selfridges spirit. We are here to make our world brighter, and everyone is welcome. 

Our Awards Cabinet 

We’re not ones to brag, but since you asked...Selfridges has won the award for The World’s Best Department Store an unprecedented four times at the IGDS awards, with an additional award for the Best Sustainability Campaign.  

Our Future 

Since 1909 we have been at the forefront of retail and today our stores in London, Manchester and Birmingham – alongside selfridges.com and the Selfridges App – continue to redefine the way we shop and socialise. As a Selfridges team member, you will learn what it takes to consistently drive innovation, success and amazing customer experiences. 

Everyone is welcome

We are committed to a diverse and inclusive working culture, and we see this as key to our success and our working culture. Here at Selfridges, everyone is welcome - irrespective of race, gender, ethnicity, sexuality, age or disability, we stand by equal opportunities for all. We are diverse, we are inclusive, we are Selfridges.

The Fun Stuff  

There are lots of reasons to be excited about joining Team Selfridges – from our fantastic team member communities to volunteer days and behind-the-scenes Selfridges experiences throughout the year. 

Other benefits and rewards include:

• Generous bonus and/or commission scheme 
• Discounted gym memberships 
• Pension contributions  
• Annual travel pass and cycle to work schemes 
• A volunteer day for all team members 
• Access to a wide range of training programmes to help your career development

Selfridges