Product Owner (Customer & Loyalty)

Company Description

At Frasers Group we’re rethinking retail. Through digital innovation and unique store experiences, we’re serving our consumers with the world’s best sports, premium and luxury brands globally. As a leader in the industry, we’re elevating the retail experience for our consumers through our collection of established brands, including Sports Direct, FLANNELS, USC, Frasers, and GAME.

Why join us?

Our mission- we are building the worlds most admired and compelling brand ecosystem

Our purpose – we are elevating the lives of the many with access to the world’s best brands and experiences

At Frasers Group, we fear less and do more. Our people are forward thinkers who are driven to operate outside of their comfort zone to change the future of retail, embracing challenges along the way. The potential to elevate your career is massive, the experience unrivalled. To be able to make the most of it you need to live and breathe our principles:

• Think without limits - Think fast, think fearlessly, and take the team with you
• Own it and back yourself - Own the basics, own your role and own the results
• Be relevant - Relevant to our people, our partners and the planet

Are you ready to join the Fearless?

Job Description

The Customer and Loyalty Product Owner will be responsible for defining and executing the product strategy for our customer and membership programs. This role demands a strong technical acumen, with the ability to navigate across various systems, alongside a deep understanding of customer needs, membership models, and product management principles to ensure our offerings meet and exceed expectations.

The ideal candidate is customer-centric, data-driven, and possesses strong technical skills, with the ability to manage cross-functional teams and navigate complex systems to deliver impactful solutions.

This role is based at our London Office 3 days per week and 2 days remote.

Key Responsibilities:

• Product Vision & Strategy: Develop and communicate a clear vision and strategy for customer engagement and membership products, aligning with business goals and customer needs.
• Requirements Gathering: Collaborate with stakeholders to gather and prioritize product requirements, translating them into actionable plans.
• Technical Leadership: Oversee the development, integration, and optimisation of loyalty product platforms and technologies, ensuring alignment with business objectives.
• System Integration: Collaborate with engineering teams to integrate loyalty programs seamlessly across various systems and platforms.
• Roadmap Development: Create and maintain product roadmaps, ensuring timely delivery of features and enhancements.
• Customer Insights: Leverage customer feedback, market research, and data analytics to inform product decisions and enhance the customer experience.
• Membership Management: Oversee the lifecycle of membership programs, including acquisition, retention, and engagement strategies.
• Performance Monitoring: Monitor product performance metrics, identifying areas for improvement and implementing solutions.
• Cross-Functional Collaboration: Work closely with marketing, sales, IT, and customer service teams to ensure seamless integration and alignment of customer and membership products.
• User Experience: Ensure that customer and membership solutions deliver a seamless and effective user experience for both internal and external users.
• Documentation: Maintain comprehensive documentation of product features, processes, and updates.
• Compliance & Security: Ensure products comply with industry standards, regulations, and security protocols.

Qualifications

• Experience: Minimum of 4 years of experience in Product Management, Customer Experience / Engagement, Loyalty / Membership Programmes, CRM Solutions or related roles.
• Customer Focus: Strong understanding of customer needs, behaviours, and engagement strategies.
• Technical Proficiency: Knowledge of customer relationship management (CRM) systems, membership management platforms, third-party integrations and data analytics tools.
• Analytical Skills: Proficient in analysing data and metrics to drive product decisions and customer strategies.
• Project Management: Excellent project management skills, with the ability to prioritize tasks, manage timelines, and deliver results.
• Communication: Exceptional verbal and written communication skills, capable of conveying technical concepts to non-technical stakeholders.
• Problem-Solving: Strong problem-solving abilities, with a strategic and analytical mindset.
• Collaboration: Proven ability to work effectively in cross-functional teams, build strong relationships, and collaborate with tech teams and architects to ensure seamless integration and alignment of technical solutions
• Agile Methodologies: Experience with Agile/Scrum methodologies and tools.
• Attention to Detail: High attention to detail, ensuring precision and accuracy in all aspects of product management.
• Leadership: Demonstrated leadership skills, with the ability to inspire and guide teams towards achieving common goals.
• Education: Bachelor's or Master's degree in Business Administration, Marketing, Computer Science, E-Business / E-Commerce, Economics or a related field.

Additional Information

Along with your benefits package we also offer a wide range of perks for our colleagues:

Reward, Recognition and Opportunities

Frasers Champion- Our employees are at the heart of our business and we ensure individuals are recognised every single month for their hard work. Frasers Champion is a peer nominated scheme where 8 winners will receive double their pay for a month where they have thought without limits, owned it or been relevant.

Fearless 1000 – By October 2025, we want our share price to hit £10. If that happens for 30 or more consecutive trading days, all colleagues across the business will receive a bonus! The top 1000 performers in the company will receive unprecedented bonuses, worth from £50,000 to £1million! Senior leaders across the business nominate these performers twice a year for embodying our core values and delivering exceptional performance*.

*subject to terms and conditions

Frasers Festival – an event like no other! Our Frasers Festival is our celebration for Head Office and Retail Staff across the UK and Europe – hosting a MEGA brand village, guest speakers from the world's biggest brands, evening entertainment, the ultimate Frasers Fearless Fitness Challenge and much more.

CEO Sessions – Once a quarter we offer 20 employees the opportunity to attend our “CEO Sessions” ran by our CEO and leadership team. Employees have the chance to connect, network and submit questions around specific topics such as our Sports or Luxury business.

Employee Welfare

Frasers Fit – Our Everlast Gyms Team are on a mission to make our workforce the best, and fittest on the planet! We run free gym classes for employees as well as discounted memberships to our clubs. Frasers Fit is our wellbeing programme which aims to support and improve colleagues Physical, Financial & Mental wellbeing. The app is accessible for every employee and includes training, nutrition and lifestyle advice- all completely free.

Retail Trust – We know that its not just about physical health, mental wellness is equally important which is why all of our employees get free access and support from the Retail Trust charity. This includes a 24 hour wellbeing helpline, wellness hub, counselling and financial/legal support.

What’s next?

Our Recruitment Team will be reviewing applications and all candidates will receive a response, whether you are successful or unsuccessful. Shortlisted applicants may be asked to confirm a few key details before being booked in for a first stage interview with the Recruiter- this will be behaviourally focussed and centred around how you align with our Culture and Values. If successful we anticipate a further interview stage with the Hiring Manager/wider team which will take place onsite and be an opportunity for the team to find out more about you.

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