Go-To-Market (GTM) Manager – Digital Product & Customer Experience

Lebara Media Services Private Ltd; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading telecommunications company in Greater London seeks a commercially driven Go To Market Manager to lead major digital product launches across web and mobile platforms. This role focuses on defining customer journeys, coordinating cross-functional teams, and measuring success. Ideal candidates should have proven experience in a B2C environment, strong commercial acumen, and proficiency in analytics tools like Power BI and Excel. Join a dynamic team dedicated to enhancing customer experience with impactful digital strategies.

Qualifications

• Proven strong experience in a high-growth B2C environment.
• Experience managing multi-channel digital product launches.
• High analytical proficiency with behavioural analytics.

Responsibilities

• Own GTM strategy and execution for digital product launches.
• Define customer value proposition and launch narrative.
• Coordinate training and support for Customer Service teams.

Skills

Experience in B2C environment

Managing multi-channel product launches

Strong commercial acumen

Analytical proficiency

Stakeholder management

Customer journey analytics

Tools

Power BI

Excel

SQL

Job description

We are seeking a commercially driven, customer obsessed Go To Market (GTM) Manager to lead major digital product launches across our web and mobile platforms.

Sitting at the intersection of Product, Marketing, Engineering, Operations, CX, and Data, you will ensure customer facing digital initiatives are launched with clarity, speed, and quality. You will define how we introduce new features to customers, how we drive adoption, and how we measure success — championing a seamless end to end experience.

Reporting to the Head of Product, you will work alongside UI/UX, Agile Delivery teams, Marketing Communications, CRM, Customer Service, CRO, and Analytics to orchestrate high impact launches and drive continual improvements to key digital journeys.

Responsibilities

End‑to‑End GTM Leadership

• Own the GTM strategy, planning, and execution for B2C digital product launches across web and mobile.
• Define the customer value proposition, positioning, readiness plan, and launch narrative.
• Set clear scope and coordination across Product (requirements & delivery), Marketing (campaigns & messaging), and CX (journey & service readiness).

Commercial & Financial Impact

• Build business cases and cost‑benefit analyses in partnership with Finance and Product.
• Ensure launches deliver measurable impact across revenue, conversion, retention, and operational efficiency.

Customer Journey, Adoption & Experience

• Define the end‑to‑end discovery and adoption path across Web, App, CRM, and Marketing channels.
• Partner with UX/UI and CRO to improve onboarding flows, reduce friction, and accelerate customer understanding and value realisation.
• Shape content, FAQs, and in‑product guidance to drive self‑serve success.

Frontline, Operational & Compliance Readiness

• Own the “Day 1” support experience, ensuring Customer Service teams have:
  • Training, scripts, feature briefs, and troubleshooting guides
  • Clear escalation and defect‑handling processes
• Coordinate with Legal, Risk, and Compliance to ensure launches follow regulatory requirements.

Launch Governance & Cross‑Functional Alignment

• Lead the GTM governance process, including launch readiness forums, risk assessments, and go/no‑go decision‑making.
• Act as the central orchestrator across Product, Engineering, Marketing, Operations, and senior stakeholders.

Performance Measurement & Insights

• Define and track post‑launch KPIs including adoption, funnel conversion, revenue impact, NPS/CSAT, digital containment, and defect rates.
• Deliver structured reporting and actionable insights to senior leadership.

Post‑Launch Optimisation & Experimentation

• Run the closed‑loop optimisation process: analyse behavioural data, customer feedback, and operational insights to prioritise improvements.
• Partner with CRO to design A/B tests and experiments aimed at adoption, engagement, and conversion uplift.

Skills

• Proven strong experience in a high‑growth B2C environment (Telecoms, Fintech, Utilities, Media, or similar).
• Proven experience managing multi‑channel digital product launches in a fast‑paced environment.
• Strong commercial acumen, with the ability to build business cases and translate insights into clear actions.
• High analytical proficiency — comfortable working with data, understanding behavioural analytics, and interpreting insight tools (Power BI, Excel; SQL a strong advantage).
• Deep understanding of digital delivery and UX processes across Agile teams.
• Exceptional stakeholder management and communication skills; able to influence senior leaders without direct authority.
• Experience working with customer journey analytics (GA4, Amplitude, Mixpanel).
• Familiarity with AI‑enabled ( automation, personalisation, insights).
• Background in regulated industries or environments requiring strong compliance alignment.
• Deliver two major digital GTM launches with high cross‑functional alignment and clear commercial outcomes.
• Create a strong relationship network across Product, Marketing, Operations, and Customer Service.
• Deliver insight driven post launch optimisation that drives measurable improvements in customer performance.
• Establish a repeatable GTM playbook and launch governance process.
• Improve adoption of priority features through coordinated marketing, UX, and CRM execution.