Smile Digital
ECommerce Senior Product Owner / Product Manager - Remote (Must be UK based) - 60k- 85k We are partnered with a growing ecommerce and digital experience agency looking to hire a Senior Product Owner / Product Manager to lead complex digital commerce and transformation programmes for ambitious retail and consumer brands. This is a senior, client facing role suited to someone who thrives in agency environments and enjoys shaping products from discovery through to delivery. You will work closely with clients, strategists, UX, technical leads and engineering teams to define digital product direction, lead workshops, map capabilities, and drive successful delivery across ecommerce and customer experience platforms. We are looking for someone with true Product Ownership capability, someone comfortable leading conversations, influencing stakeholders, shaping roadmaps and operating commercially within fast-moving digital environments. Your role will involve: Leading product discovery, visioning and strategic workshops with clients and stakeholders Defining product roadmaps, capabilities, MVPs and future-state customer journeys Translating business goals into clear product direction and prioritised delivery plans Working closely with technical leads, architects and engineering teams to shape scalable solutions Owning and managing product backlogs, epics, user stories and acceptance criteria Facilitating stakeholder alignment across commercial, operational, UX and technology teams Supporting ecommerce transformation, replatforming and optimisation initiatives Driving Agile delivery across multiple concurrent client engagements Acting as a trusted advisor to clients throughout the product lifecycle Balancing customer experience, commercial priorities and technical feasibility We need you to have: Strong experience operating as a Senior Product Owner, Product Manager or Digital Product Lead Proven agency experience is essential Strong ecommerce background across modern digital commerce environments Experience leading discovery sessions, capability mapping and customer journey workshops Comfortable engaging senior stakeholders and leading complex conversations Strong understanding of Agile product delivery and cross-functional team collaboration Ability to bridge the gap between business needs and technical delivery Experience working closely with developers, architects and UX/design teams Commercial mindset with the ability to align product decisions to business value Preferred Platform Experience Experience across one or more of the following is highly desirable: Shopify Magento / Adobe Commerce BigCommerce Salesforce Commerce Cloud Composable / headless commerce environments This position offers: Opportunity to work with exciting ecommerce and consumer brands Strategic, high-impact product work rather than purely delivery-focused projects Collaborative agency environment with strong growth plans Exposure to modern commerce, CX and digital transformation programmes Ability to influence product thinking and shape client outcomes from day one This role would suit someone who combines strong product thinking, ecommerce expertise and consultancy-style stakeholder leadership, and who enjoys operating in fast-paced digital environments where they can genuinely shape outcomes. Apply now for immediate consideration!
ECommerce Senior Product Owner / Product Manager - Remote (Must be UK based) - 60k- 85k We are partnered with a growing ecommerce and digital experience agency looking to hire a Senior Product Owner / Product Manager to lead complex digital commerce and transformation programmes for ambitious retail and consumer brands. This is a senior, client facing role suited to someone who thrives in agency environments and enjoys shaping products from discovery through to delivery. You will work closely with clients, strategists, UX, technical leads and engineering teams to define digital product direction, lead workshops, map capabilities, and drive successful delivery across ecommerce and customer experience platforms. We are looking for someone with true Product Ownership capability, someone comfortable leading conversations, influencing stakeholders, shaping roadmaps and operating commercially within fast-moving digital environments. Your role will involve: Leading product discovery, visioning and strategic workshops with clients and stakeholders Defining product roadmaps, capabilities, MVPs and future-state customer journeys Translating business goals into clear product direction and prioritised delivery plans Working closely with technical leads, architects and engineering teams to shape scalable solutions Owning and managing product backlogs, epics, user stories and acceptance criteria Facilitating stakeholder alignment across commercial, operational, UX and technology teams Supporting ecommerce transformation, replatforming and optimisation initiatives Driving Agile delivery across multiple concurrent client engagements Acting as a trusted advisor to clients throughout the product lifecycle Balancing customer experience, commercial priorities and technical feasibility We need you to have: Strong experience operating as a Senior Product Owner, Product Manager or Digital Product Lead Proven agency experience is essential Strong ecommerce background across modern digital commerce environments Experience leading discovery sessions, capability mapping and customer journey workshops Comfortable engaging senior stakeholders and leading complex conversations Strong understanding of Agile product delivery and cross-functional team collaboration Ability to bridge the gap between business needs and technical delivery Experience working closely with developers, architects and UX/design teams Commercial mindset with the ability to align product decisions to business value Preferred Platform Experience Experience across one or more of the following is highly desirable: Shopify Magento / Adobe Commerce BigCommerce Salesforce Commerce Cloud Composable / headless commerce environments This position offers: Opportunity to work with exciting ecommerce and consumer brands Strategic, high-impact product work rather than purely delivery-focused projects Collaborative agency environment with strong growth plans Exposure to modern commerce, CX and digital transformation programmes Ability to influence product thinking and shape client outcomes from day one This role would suit someone who combines strong product thinking, ecommerce expertise and consultancy-style stakeholder leadership, and who enjoys operating in fast-paced digital environments where they can genuinely shape outcomes. Apply now for immediate consideration!
Elizabethscarlett
Create Joy. Protect Wildlife. Build for Growth. At Elizabeth Scarlett, we believe work should feel meaningful. We exist to create joyful living while raising funds to protect the world's most precious wildlife. By 2030, our goal is to contribute £2 million to conservation. As our next Customer Experience Lead, you will join a team that leads with kindness, dreams big and takes action together. You will be helping to scale a creative, purpose-led brand while shaping the impact we make in the world. Salary: £60k + 10% performance bonus ️ Reporting to: Head of eCommerce Location: London ️ Hybrid: 3 days per week in Potters Bar Employment type: Full Time Why this role matters Elizabeth Scarlett is built on joy, care, and thoughtfulness and our Customer Experience must live up to that promise at every touchpoint. This role is your chance to: Own and shape the end-to-end customer experience, from first purchase through to delivery, aftercare and customer service Turn Customer Experience into a competitive advantage, helping transform first-time customers into loyal advocates Work cross-functionally to influence how our products, systems and customer operations evolve as we scale, playing a pivotal role in protecting what makes Elizabeth Scarlett special What You'll Be Responsible For 1. Own the End-to-End Customer Experience Be the Product Owner for all customer purchase journey, from onsite consideration order placed fulfilment delivery aftercare Own the customer-facing fulfilment experience, including delivery timelines & expectations, order tracking and comms, also managing communications around failed deliveries, delays, and exceptions Ensure every customer touchpoint feels clear, thoughtful, and on-brand Act as the internal voice of the customer, advocating for their experience Partner with Operations & Logistics to reduce delivery-related contacts and issues, ensuring SLAs meet customer expectations 2. Customer Support & Service Excellence Own the overall Customer Support strategy and outcomes, setting the service vision, standards, and success metrics for a consistently on-brand customer experience. Line management of the Customer Service Team responsible for day-to-day execution. Partner closely with the Customer Service Team to: Develop and evolve service playbooks for all standard scenarios (delivery delays, product quality issues, returns and exchanges, personalisation requests). Improve macros, workflows, and AI guidance to increase quality, consistency, and deflection. Use customer service data and insight to identify recurring experience and operational issues, and drive root-cause resolution with eCommerce, Product, and Operations. Own readiness for peak trading periods, ensuring resourcing plans, escalation paths, and proactive customer communications are in place. 3. Improve the Self-Serve Experience Own all customer-facing help content, including FAQs, Help centre articles and Order, delivery, and returns information. Ensure content is clear, up to date, and genuinely helpful while being aligned to brand tone and real customer questions Use ticket data to continuously improve self-serve and deflect unnecessary contact 4. Turn CX Into a Growth & Retention Lever Identify repeat friction points and fix root causes across product, Website UX, Fulfilment & Policies Partner with eCommerce, Product, and CRM to reduce contact rate per order, returns and exchanges while improving repeat purchase and NPS Feed CX insight directly into CRM flows, onsite messaging, and product decisions 5. CX Metrics, Insight & Reporting Own CX KPIs including: CSAT / NPS, First response & resolution times, Contact rate per order, Cost per Contact, Returns reasons and trends Build insights reporting that surfaces themes and causes, not just volumes. Who we are looking for Mindset Analytical and data-driven, but with strong creative judgment Curious and proactive in identifying growth opportunities Entrepreneurial - thrives in autonomy and takes ownership for outcomes Must-have skills Deep experience within the Shopify ecosytem Experience building and executing Customer Experience tools and systems Ability to directly communicate with customers Nice-to-have skills Experience with Gorgias, Loop Returns and similar Experience managing customer communications when issues arise Experience 3 years building Customer Experience Ideally within a fast-growing DTC brand Culture fit Kind, collaborative and uplifting Entrepreneurial and action-oriented Excited to join a brand with purpose - blending creativity, commerciality, and conservation What we offer Salary and bonus £60k + 10% performance bonus Flexibility and time Hybrid working (3 days in-office) 24 days holiday plus bank holidays Personal development Annual L&D budget (3% of salary) Annual summer retreat (e.g. 42 Acres in Somerset) Team perks £500 ES products per year plus 60% team discount 25% friends and family discount code Impact and ownership A pivotal role within our D2C Growth Team to drive revenue globally Direct contribution to our £2M conservation mission Our hiring process Virtual Values / Mission Stage (Phone call), with People Manager Virtual Role Skills Stage with Hiring Manager, with Head of eCommerce Virtual Task presentation In person Culture interview with team members + a catch up with our CEO Ready to join a purpose-driven brand and help us scale joy and conservation impact? Apply now and bring your talent to Elizabeth Scarlett.
Create Joy. Protect Wildlife. Build for Growth. At Elizabeth Scarlett, we believe work should feel meaningful. We exist to create joyful living while raising funds to protect the world's most precious wildlife. By 2030, our goal is to contribute £2 million to conservation. As our next Customer Experience Lead, you will join a team that leads with kindness, dreams big and takes action together. You will be helping to scale a creative, purpose-led brand while shaping the impact we make in the world. Salary: £60k + 10% performance bonus ️ Reporting to: Head of eCommerce Location: London ️ Hybrid: 3 days per week in Potters Bar Employment type: Full Time Why this role matters Elizabeth Scarlett is built on joy, care, and thoughtfulness and our Customer Experience must live up to that promise at every touchpoint. This role is your chance to: Own and shape the end-to-end customer experience, from first purchase through to delivery, aftercare and customer service Turn Customer Experience into a competitive advantage, helping transform first-time customers into loyal advocates Work cross-functionally to influence how our products, systems and customer operations evolve as we scale, playing a pivotal role in protecting what makes Elizabeth Scarlett special What You'll Be Responsible For 1. Own the End-to-End Customer Experience Be the Product Owner for all customer purchase journey, from onsite consideration order placed fulfilment delivery aftercare Own the customer-facing fulfilment experience, including delivery timelines & expectations, order tracking and comms, also managing communications around failed deliveries, delays, and exceptions Ensure every customer touchpoint feels clear, thoughtful, and on-brand Act as the internal voice of the customer, advocating for their experience Partner with Operations & Logistics to reduce delivery-related contacts and issues, ensuring SLAs meet customer expectations 2. Customer Support & Service Excellence Own the overall Customer Support strategy and outcomes, setting the service vision, standards, and success metrics for a consistently on-brand customer experience. Line management of the Customer Service Team responsible for day-to-day execution. Partner closely with the Customer Service Team to: Develop and evolve service playbooks for all standard scenarios (delivery delays, product quality issues, returns and exchanges, personalisation requests). Improve macros, workflows, and AI guidance to increase quality, consistency, and deflection. Use customer service data and insight to identify recurring experience and operational issues, and drive root-cause resolution with eCommerce, Product, and Operations. Own readiness for peak trading periods, ensuring resourcing plans, escalation paths, and proactive customer communications are in place. 3. Improve the Self-Serve Experience Own all customer-facing help content, including FAQs, Help centre articles and Order, delivery, and returns information. Ensure content is clear, up to date, and genuinely helpful while being aligned to brand tone and real customer questions Use ticket data to continuously improve self-serve and deflect unnecessary contact 4. Turn CX Into a Growth & Retention Lever Identify repeat friction points and fix root causes across product, Website UX, Fulfilment & Policies Partner with eCommerce, Product, and CRM to reduce contact rate per order, returns and exchanges while improving repeat purchase and NPS Feed CX insight directly into CRM flows, onsite messaging, and product decisions 5. CX Metrics, Insight & Reporting Own CX KPIs including: CSAT / NPS, First response & resolution times, Contact rate per order, Cost per Contact, Returns reasons and trends Build insights reporting that surfaces themes and causes, not just volumes. Who we are looking for Mindset Analytical and data-driven, but with strong creative judgment Curious and proactive in identifying growth opportunities Entrepreneurial - thrives in autonomy and takes ownership for outcomes Must-have skills Deep experience within the Shopify ecosytem Experience building and executing Customer Experience tools and systems Ability to directly communicate with customers Nice-to-have skills Experience with Gorgias, Loop Returns and similar Experience managing customer communications when issues arise Experience 3 years building Customer Experience Ideally within a fast-growing DTC brand Culture fit Kind, collaborative and uplifting Entrepreneurial and action-oriented Excited to join a brand with purpose - blending creativity, commerciality, and conservation What we offer Salary and bonus £60k + 10% performance bonus Flexibility and time Hybrid working (3 days in-office) 24 days holiday plus bank holidays Personal development Annual L&D budget (3% of salary) Annual summer retreat (e.g. 42 Acres in Somerset) Team perks £500 ES products per year plus 60% team discount 25% friends and family discount code Impact and ownership A pivotal role within our D2C Growth Team to drive revenue globally Direct contribution to our £2M conservation mission Our hiring process Virtual Values / Mission Stage (Phone call), with People Manager Virtual Role Skills Stage with Hiring Manager, with Head of eCommerce Virtual Task presentation In person Culture interview with team members + a catch up with our CEO Ready to join a purpose-driven brand and help us scale joy and conservation impact? Apply now and bring your talent to Elizabeth Scarlett.
