Head of Product - CX Systems

About Cazoo

Our mission is to transform the car buying experience across the UK and Europe by providing better selection, flexibility, transparency, convenience and peace of mind. We aim to make getting your next car no different to ordering any other product online today, where consumers can simply and seamlessly purchase, finance or subscribe to a car entirely online for delivery or collection in as little as 72 hours.
Cazoo was founded in 2018 by serial entrepreneur Alex Chesterman OBE, has a highly experienced management team and is backed by some of the leading global technology investors. Cazoo is a publicly listed business on the New York Stock Exchange.

Job Summary

As the lead product for the CX Systems Technology teams, you will be key to creating products that fulfil Cazoo’s exciting growth plans and exceeding our customers’ expectations.

As Head of Product you will manage the CX (Customer Experience) Systems products portfolio and product teams. This is a critical group of products that covers two key areas: (i) all the technology used by our Customer Services teams to serve customers across our Contact Centres in the UK and Europe, and (ii) the technology used for Cazoo’s CRM across both service contacts and marketing contacts.

Customer Service

From inbound and outbound contact management through to customer issue resolution, the teams in this group are focused on providing Cazoo customers with exceptional 5* service via technology that enables our Customer Service colleagues to serve customers with ease and zero friction. As Cazoo scales to serve even more customers across multiple countries, it is absolutely critical that this technology evolves to enable the highest possible level of customer service, driving efficiency and using automation to scale without linearly growing the size of the customer service team.

Marketing

CX Systems also covers the technology used in commercially-driven marketing contact, including a wide array of email campaigns and development of other digital CRM channels. These teams are critical to enabling growth of sales across the whole Cazoo proposition, from retail and subscriptions to increasing uptake of ancillary products such as Extended Warranties and Service Plans.

Working closely with the Customer Service, Customer Experience and CRM teams across the UK and Europe, you are accountable for making decisions on the strategy, vision and execution for this product portfolio, and responsible for ensuring that your team has the resources and skills required to successfully deliver roadmaps. 

Working closely with your engineering colleagues, you are ultimately responsible for making sure we’re building the right things for customers of your products. Your partners in engineering are responsible for making sure we build these things in the right way, but both of you care deeply about both things - it’s one team!

At Cazoo we believe in autonomous empowered Technology Teams. While there will be plenty of strong opinions across our business about what the right thing to build is, you and your teams are responsible for rapidly evaluating these ideas using experimentation and data to determine what is the right thing to build for our customers and business. Don’t expect to be dictated to or told what to build!

Key responsibilities include:

• Accountability for the CX Systems product teams, working closely with stakeholders of those teams to define product vision, strategy, roadmap and execution for them by building and leading a team of Product Managers.
• Clearly communicating the story, value and roadmap for your products in non-technical terms – so that the whole business understands the value and why we’re doing it.
• Rapidly gain an understanding of your customers and business stakeholders and their pain points.
• Responsible for achieving or exceeding agreed product outcomes and key results across all the team’s Products.
• Agreeing clear objectives and results for team members aligned to key customer and business outcomes.
• Owning the ‘business results’ including non-functional requirements, outreach and uptake within our business.
• Manage conflicting priorities, driving a high level of focus and excellence with a talented team.
• Build and nurture a great team of Product Managers, and plan ahead for capability and capacity.
• Lead discussions on the delivery of key programmes or initiatives, ensuring resources are aligned towards delivering those.
• Strong technical understanding – we don’t expect you to code, but you must understand how your products are technically architected and have an understanding of engineering and infrastructure best practices.
• You must be able to trade off near term results with long term issues such as tech debt and architecture considerations.
• Closely collaborate with engineering and UX leaders to ensure the Product team capabilities are aligned with the technical strategy, keeping future roadmap into account and build team capabilities to match.
• While this role can be based in Munich/London or Lisbon, Cazoo has Customer Service teams across multiple countries and locations (Southampton, Leeds, London, Munich, Barcelona, Paris and more to follow) so regular travel is essential.

Product Management Practice

You will...

• Provide leadership to continuously improve product management practice at Cazoo.
• Proactively keep up to date with latest developments in product management thinking, process and techniques.
• Champion Build Measure Learn, creating a culture of innovation and continuous improvement within the product management discipline, especially in discovery and delivery methodologies.
• Lead recruitment and interview process for Product Managers; ensure we are continually raising the bar for Product Management at Cazoo.
• Set the example of what great product management looks like.

Essential Experience

We are looking for a Head of Product…

• with proven extensive expertise and experience in Product Management.
• with proven experience in successfully developing systems used to efficiently manage contact across customer service centres across a wide variety of technology and channels including CRM software, voice, chatbots, email, text, etc.; experience in Salesforce ServiceCloud, Amazon Connect and other 3rd party contact technology highly desirable.
• with experience optimising and delivering marketing CRM technology; Salesforce MarketingCloud experience preferred.
• With B2C eCommerce experience in a pan European environment operated centrally.
• who demonstrates great coaching skills, having successfully developed top performing Product Managers.
• who has excellent interviewing and hiring skills.
• with proven experience in setting vision, strategy, and direction; ultimately in working out what the right things to build are (as opposed to being given these things or told what to build by someone else).
• with in-depth experience in leading great product teams and delivering products that create significant customer and business value.
• dual track (discovery/delivery) agile experience; at Cazoo we’re big fans of Marty Cagan.
• with excellent stakeholder management and facilitation skills.
• who can demonstrate the ability to think both strategically and tactically.
• who is results-oriented (a bias to action) and able to motivate others, with a demonstrated ability to create clarity and action from ambiguity.
• who loves collaboration and has experience in leading cross-functional groups to swift decisions.
• who has excellent communication skills – both written and verbal.
• with strong problem-solving skills and a methodical, analytical approach.
• with fast, strong prioritisation and decision-making skills.
• who excels in using both quantitative and qualitative data.

We offer a competitive salary, with an outstanding benefits package, including an annual bonus and 28 days holiday (plus an extra day for your birthday). At Cazoo we are also passionate about well being; we provide an annual wellness fund and we partner with a leading healthcare provider.

Useful information

In the post-Covid era, subject to government guidance, we will be operating a hybrid working model, with employees expected to spend a few days a week in the office alongside colleagues, while the others can be worked from home.

Our selection process will typically involve an initial chat with one of our recruitment team followed by a selection of competency-based interviews with stakeholders and the hiring manager.

We know that diverse teams make better teams, and we are an equal opportunity employer that values diversity and inclusivity. We do not discriminate on the basis of gender, race, age, sexual orientation, colour, religion, national origin, disability status or marital status.

** Candidates must have the right to work in Portugal, or a valid work permit.