PRODUCT MANAGER - CUSTOMER PLATFORMS

WESTAY; Dubai; On-site; AED 350,000 - 550,000; Full time

Job summary

WESTAY is seeking a Product Manager for Customer Platforms to own CRM, CMS, loyalty and customer data systems, guiding build-vs-buy decisions and aligning tech with the customer journey.

You will drive automation, partner with Finance and Marketing, and support offline luxury sales with integrated workflows across online and offline channels.

Qualifications

• 7+ years in product management or technical product ownership for software or business systems.
• Solid technical grounding in APIs, integrations and data models for cloud platforms.
• Experience with analytics to measure product performance and drive adoption.
• Agile delivery experience (Scrum or Kanban) with Jira/Confluence.
• Ability to translate business needs into clear user stories and specs.
• Genuine interest in workflow automation and robotic process automation.

Responsibilities

• Own the roadmap and backlog for CRM, CMS, loyalty, customer data and personalisation platforms.
• Lead requirement gathering, vendor evaluation and build-vs-buy decisions.
• Translate business needs into user stories and acceptance criteria for engineers.
• Design how systems connect and work together to create a single customer view.
• Identify and deliver workflow automation to reduce manual effort and errors.
• Support offline and luxury sales with seamless enquiry, quote and confirmation workflows.
• Collaborate with marketing, sales, operations and finance to deliver outcomes.
• Run sprint planning and reviews with the Scrum Master and development team.
• Define KPIs and use data to drive adoption and performance.

Skills

Product ownership

APIs & integrations

Data analytics

Agile delivery

Stakeholder management

Jira & Confluence

Clear communication

Education

Bachelor's degree in Engineering, Computer Science or related field

Tools

Jira

Confluence

Salesforce

HubSpot

Zoho

Dynamics

Contentful

Strapi

Sitecore

Job description

As Product Manager - Customer Platforms, you will own the platforms that power WeStay's customer, content and operational experience, including CRM, CMS, loyalty, customer data and personalisation tools, working alongside the technology team in DIFC. You will decide what we build, what we configure and what we buy, and you will embed these platforms into the customer journey while making the whole company faster and more efficient.

You will also support WeStay's offline and on request sales, including luxury inventory such as private jets, yachts and luxury trains and ancillary products such as airport transfers and meet and greet, by making sure our systems and workflows can capture enquiries, manage availability, rates, inventory and content, and track a request through to confirmation.

Travel or similar domain experience is highly desirable, and a passion for solving day to day operational problems and for automating the work around them is essential.

KEY RESPONSIBILITIES

Systems ownership

• Own the roadmap and backlog for CRM, CMS, loyalty, customer data and personalisation platforms, and related customer facing and internal systems.
• Lead requirement gathering, vendor evaluation and build versus buy decisions for platform choices.
• Translate business needs into clear user stories, acceptance criteria and specifications that engineers can build against.
• Design how CRM, CMS, loyalty, customer data, personalisation, booking and marketing systems connect and work together, so that data flows cleanly, the customer is seen as one, and the tools are embedded in the customer journey.

Operations, automation and efficiency

• Spot and solve day to day operational problems, working directly with the teams who feel them.
• Identify, design and deliver workflow automation and robotic process automation (RPA) that removes manual effort and error.
• Find ways to make the business measurably more efficient, and track the gain.

Offline and luxury sales support

• Support offline and on request sales, including luxury inventory such as private jets, yachts and luxury trains and ancillary products such as airport transfers and meet and greet, through well designed enquiry, quote and confirmation workflows.
• Work with the Travel product manager on how availability, rates, inventory and content for such inventory are managed, so that online and offline sit together in one view.
• Make sure sales and operations teams have the tools and visibility to run offline business with the same discipline as online.

AI first innovation

• Use AI tools to prototype, automate and test ideas quickly before committing engineering effort.
• Identify and deliver AI and agentic use cases such as lead handling, personalisation, content generation and service automation.

Metrics, insight and adoption

• Define KPIs such as adoption, data quality, conversion, retention and loyalty engagement.
• Use data and analytics to understand customer behaviour and system usage, and to drive adoption across teams.
• Report progress, risks and opportunities clearly to senior leadership.

Collaboration and delivery

• Partner with marketing, sales, operations, finance and the Travel product manager to deliver measurable business outcomes.
• Run sprint planning, reviews and retrospectives with the Scrum Master and the development team.

REQUIRED QUALIFICATIONS AND EXPERIENCE

• Bachelor's degree in Engineering, Computer Science or a closely related technical field.
• Minimum 7 years in product management or technical product ownership for software or business systems, with proven success launching and commercialising products or platforms.
• Solid technical grounding in APIs, integrations, data models and cloud platforms, enough to challenge designs and guide engineers. Deep coding is not expected.
• Genuine interest in solving operational problems, with technical curiosity about workflow automation and robotic process automation.
• Demonstrated use of metrics and data analytics to measure product performance, understand customer behaviour and drive adoption.
• Agile delivery experience (Scrum or Kanban) using tools such as Jira and Confluence.
• Strong written and verbal communication, with proven ability to manage and influence senior stakeholders.

HIGHLY DESIRABLE

• Demonstrable AI skills: shipped or prototyped AI features, agentic tools or LLM based workflows, and daily, fluent use of AI tools in product work.
• Experience in travel, or in similar domains such as luxury or ecommerce.
• Exposure to CRM, CMS or loyalty management systems, for example Salesforce, HubSpot, Zoho, Dynamics, Contentful, Strapi or Sitecore.
• Exposure to customer data platforms (CDP) and personalisation engines, and an understanding of how they work alongside the CMS and CRM to shape the customer journey.
• Experience with RPA, workflow automation or marketing automation tools.
• Currently based in the UAE.

WHAT DRIVES YOU

Skills get you into the conversation. What sets great product managers apart is what drives them:

• Curiosity and a genuine passion to create, and to make the way a business works better.
• A hunger to innovate and to find new ways to disrupt a mature travel technology business.
• Satisfaction in solving day to day operational problems, and in removing friction for the people who face it.
• A proven record of launching successful products and driving adoption, not just delivering projects.
• A data led habit of mind: you measure usage and behaviour, and let the numbers shape the next decision.
• Confidence and credibility with senior stakeholders, and the ability to align people who see things differently.
• Staying on the ball in an industry that never sleeps: responsive, resilient and calm under pressure.

WHAT MAKES A GREAT FIT AT WESTAY

The ideal candidate is a pragmatic systems thinker who loves making things work better. You simplify complexity, you enjoy automating the repetitive, and you care as much about adoption as delivery.

You use AI every day, you form a point of view quickly, and you back it with data. You work well alongside engineers and business teams, and you are equally at ease in a systems design session and on the phone with an operations team solving a live problem.

If you want to help build the engine room behind the Booking.com of luxury, this is the role.