Product Manager – Customer Platforms

About the role

As a Product Manager for Customer Platforms you will own the suite of systems that power Westay’s customer, content and operational experience, including CRM, CMS, loyalty, data and personalisation tools. You will decide what to build, configure or buy, embed these platforms into the customer journey and support luxury offline sales such as private jets, yachts and trains.

Key responsibilities

• Own roadmap and backlog for CRM, CMS, loyalty, data and personalisation platforms and related internal systems.
• Lead requirement gathering, vendor evaluation and build‑vs‑buy decisions, translating business needs into user stories and specifications.
• Design integration of CRM, CMS, loyalty, data, personalisation, booking and marketing systems to ensure clean data flow and a unified customer view.
• Identify and deliver workflow automation and RPA solutions to eliminate manual effort and improve efficiency.
• Support offline and on‑request luxury sales through well‑designed enquiry, quote and confirmation workflows.
• Prototype and deliver AI‑driven use cases such as lead handling, personalisation, content generation and service automation.
• Define and track KPIs (adoption, data quality, conversion, retention, loyalty) and report progress to senior leadership.
• Collaborate with marketing, sales, operations, finance and the Travel product manager, running sprint planning and reviews with the Scrum Master and development team.

Required profile

• Bachelor’s degree in Engineering, Computer Science or a related technical field.
• Minimum 7 years of product management or technical product ownership experience, preferably in travel, luxury or e‑commerce.
• Strong technical grounding in APIs, integrations, data models and cloud platforms; able to challenge designs and guide engineers.
• Proven ability to use metrics and data analytics to measure product performance and drive adoption.
• Experience delivering products in an Agile environment (Scrum or Kanban) using Jira and Confluence.
• Excellent written and verbal communication with senior stakeholders.
• Highly desirable: MBA or equivalent postgraduate qualification and demonstrable AI prototyping experience.

Required skills

• AI tools
• Customer data platforms
• Personalisation engines
• Cloud platforms
• Loyalty management systems
• Data models
• Workflow automation
• CRM
• Integrations
• APIs
• CMS
• Jira
• Confluence
• Robotic Process Automation