Associate Director of Product - Martech & Adtech (All Genders)

The Associate Director of Product will lead the Customer Experience & Communications domain within Acquisition & Retention. This role is accountable for defining the product strategy, roadmap, stakeholder alignment, and business impact across Martech, lifecycle communications, customer identity and access management, progressive profiling, personalisation, and customer self-service capabilities. 

The role requires a senior product leader who can combine customer lifecycle expertise, platform thinking, commercial understanding, and strong stakeholder management. 

Key Responsibilities 

• Define the product strategy for customer lifecycle, Martech, identity, profiling, personalisation, and self-service capabilities. 
• Build scalable lifecycle communication and customer engagement capabilities across channels. 
• Strengthen Martech, CRM, CDP, and customer data foundations. 
• Lead the product direction for customer identity, registration, login, access management, preferences, and account capabilities. 
• Develop progressive profiling capabilities that improve customer understanding and enable better personalisation. 
• Translate business priorities into scalable product capabilities rather than one-off campaign or operational solutions. 
• Improve customer self-service experiences and reduce avoidable friction in account and support journeys. 
• Lead, coach, and develop Product Managers in the domain. 
• Drive prioritisation, discovery, roadmap quality, and outcome orientation across the teams. 

Scope of Ownership 

The role will cover: 

• Martech and marketing automation 
• Lifecycle communications 
• Customer Data Platform activation and customer data capabilities 
• Customer identity and access management 
• Registration, login, account, and preference capabilities 
• Progressive profiling and zero-party data collection 
• Personalisation enablement across customer journeys 
• Customer self-service capabilities