Product Manager – Customer Data & CRM

About the role

At Booker, we’re committed to helping our customers succeed — and that starts with understanding them better. We’re building more trusted customer data and a modern CRM capability, and we’re looking for a Product Manager who can bring clarity, focus and delivery discipline to this high‑impact area.

As the Product Manager for Customer Data & CRM, you’ll own the vision, roadmap and backlog for delivering trusted customer data and a new CRM capability that strengthens how Booker understands, engages and serves customers.

A key part of this role is establishing a Single Customer View (SCV) by consolidating and enriching customer datasets through a partner‑led approach. You’ll also help select the right CRM partner and lead both MVP delivery and the longer‑term roadmap — ensuring the solution is adopted, embedded and delivering measurable value.

You’ll work closely with business stakeholders, technology teams and external partners, always staying close to users and making evidence‑led decisions that prioritise the highest‑value improvements.

Main Responsibilities

• Own the product vision, strategy and roadmap for Customer Data & CRM, with a focus on measurable outcomes.
• Deliver the Single Customer View, consolidating datasets into a trusted customer domain that supports segmentation, insight and activation.
• Lead partner‑driven customer data validation and enrichment, establishing a repeatable cadence of quality improvements.
• Define and embed customer data controls such as validation rules, deduplication, approvals and auditable change history.
• Support CRM supplier selection by shaping MVP requirements, evaluating options, leading demos and contributing to commercial comparisons.
• Manage the Customer & CRM backlog, writing clear user stories and acceptance criteria and sequencing work into deliverable releases.
• Drive delivery of CRM capabilities including mobile‑first interaction capture, lead and opportunity management, next best actions, workflows, communications orchestration and dashboards.
• Ensure CRM replaces and enhances current interaction‑recording approaches, improving consistency and quality of engagement data.
• Define and track OKRs for SCV and CRM, using adoption and data‑quality measures to iterate and improve.
• Align business and technology stakeholders, resolving trade‑offs quickly and keeping a clear delivery plan on track.
• Prioritise and coordinate resolution of live issues, maintaining confidence and momentum as usage grows.

You will need

• Proven experience in product management, delivering outcomes across multi‑step journeys and multiple systems.
• Strong understanding of customer data foundations such as data quality, deduplication, stewardship and enrichment.
• Experience delivering partner‑led SaaS or platform programmes, including supplier evaluation and roadmap shaping.
• Confidence writing high‑quality user stories and acceptance criteria, and working with delivery partners to structure releases.
• Excellent stakeholder communication skills, with the ability to translate complex requirements into clear decisions.
• An evidence‑led mindset, using data, insight and user feedback to guide prioritisation and measure impact.
• Comfort supporting change, adoption and training to ensure CRM and SCV usage grows sustainably.
• Commercial awareness, supporting vendor comparisons and making balanced value‑to‑cost trade‑offs.

What's in it for you

At Booker, along with being a great place to work and giving you an opportunity to get on in your career, we also offer the following fantastic package of benefits:

• A Booker colleague card with 10% off purchases at Booker and double discount events up to three times a year.
• After 3 months service, a Tesco colleague discount card with 10% increasing to 15% off most purchases at Tesco for a 4 day period after every four-weekly pay day, ie. thirteen times a year. In addition to 10% off at Tesco Cafe and 20% off all F&F purchases.
• 10% off pay monthly & SIM only deals with Tesco Mobile for yourself, along with further great deals through-out the year.
• Up to 30% off car, pet and home insurance at Tesco bank. Terms and conditions apply.
• Free eye test when you spend £50 or more. You can also save 30% when you spend £50 or more on glasses, prescription sunglasses and contact lenses.
• 50% off health checks at Tesco Pharmacy.
• Exclusive access to discounted RAC breakdown cover rates
• An exclusive deals and discounts website saving you money on everyday purchases including a cycle to work scheme.
• After 3 months service, you can join our annual Save As You Earn share scheme which allows you to buy Tesco shares in the future at a discount.
• Retirement savings plan (pension) - save up to 5% and Booker will match your contribution.
• Life Assurance - You are covered for death in service life cover of up to three times annual pay
• Health and Wellbeing support and resources including our 24/7, confidential Employee Assistance Programme and Virtual GP for you and your family.
• A great holiday package

Apply now >