Product Manager, Customer Experience

Wonderbly; London; Hybrid; GBP 70,000; Full time

Job summary

An established industry player is seeking a dynamic Product Manager to enhance customer experiences through innovative product management. This hybrid role involves leading a team to create engaging user interactions and improve the customer journey for a diverse global audience. With a focus on personalization and creativity, the position offers a unique opportunity to drive impactful changes in a growing company that values inclusivity and innovation. Join a passionate team dedicated to making personalized products accessible to everyone, while enjoying a supportive culture and exciting growth prospects.

Benefits

Competitive salary + bonus

28 days holiday, plus bank holidays

Hybrid working (3 days in office, 2 remote)

Mental Health support

1 fully paid charity day per month

£500 annual budget for courses and books

Health insurance

Subsidised gym membership

Lunch and Learn sessions

Dog friendly studio

Qualifications

• Experience in product management and delivering user experiences.
• Hands-on experience building original software with cross-functional teams.

Responsibilities

• Lead product management efforts for the Customer Experience squad.
• Collaborate with design, analysis, and engineering teams to enhance user experiences.

Skills

Product Management

User Experience Design

E-commerce

Collaboration

Analytical Skills

Education

Bachelor's Degree

Experience in D2C E-commerce

Tools

SaaS Tools

Proprietary Software Platforms

Job description

Product Manager, Customer Experience

Full-time, hybrid role, 3 days per week in Central London office

Up to £70k, FTC - 6 months (June - Dec 2025), with possibility of extension

About us

At Wonderbly, our mission is to connect the world together through our special gift books. We make personalised books that inspire boundless self-belief in children and celebrate love in all kinds of relationships. Our books have allowed over ten million readers to see themselves as the centre of their own stories.

Wonderbly is an award winning brand that operates at the intersection of print-on-demand, personalisation and D2C e-commerce. We have just been nominated for UK Publisher and UK Children’s Publisher of the Year in 2025 by the British book awards, having won the latter in 2021.

About the role

We're looking for maternity cover for a Product Manager to join our product team and lead delivery and support product management efforts for our Customer Experience (CX) squad. This team drives improvements to the end-to-end customer journey.

As we’re in the initial stages of defining a core of exciting, new experiences in and around our personalisation and gifting experience, this position would suit someone who has several years experience building and delivering user experiences, ideally within a creative environment. Perhaps you’ve delivered tools for creators before at a company that makes SaaS tools or maybe you’ve worked on other personalisation-like experiences — for example photo book creation apps. Bear in mind that we have an accountability for the performance of these new experiences, so you need to be numerate and confident in measuring the impact of your work.

You’ll be working with our commercial stakeholders, as well as design, analysis and engineering teams to discover and ship bold new features that delight and serve the increasingly diverse global customer base shopping for every age, occasion and taste in our personalised book shop at wonderbly.com. As always, we’re hoping to work with someone that is as excited about this challenge as we are.

Whilst much of what we do follows best practices there’s also many elements that make our proposition very unique and thus require fresh thinking across the key product management domains of business, design and technology. A few examples include:

1. Personalisation: All of our products require customers to interact with our sophisticated personalisation user experiences. This provides many exciting opportunities for innovation and creativity … but also many challenges as we must manage the whole customer journey on our proprietary software platform.
2. Proprietary products: We only sell products that we design ourselves with our in-house Publishing studios. Again, this creates huge opportunities for collaboration and original ideas … but also challenges around coordination and prioritisation.
3. Imaginative products: The products we sell and the consumer needs we fulfill are imaginative and creative. This means we have to work hard with our creative colleagues to bring to life the rich value of our books to consumers.
4. Highly internationalised operations: For our small size we are highly international. We currently support 40 locales, 13 countries, 12 languages, manufacture on four continents and ship to every country in the world. Again, this creates opportunities but also complex coordination and optimisation challenges.

About you

Below we’ve outlined some of the things we think you should be able to demonstrate to us in an interview. Please note that this is not an exclusive or exhaustive list.

• Flexible thinker, capable of managing several projects at different degrees of resolution in parallel and able to communicate these initiatives clearly and succinctly at different levels of the organisation.
• Track record of achieving commercial results in a growth-oriented organisation - ideally we’d like to hear about your strategic wins as well as features you’ve shipped and their impact.
• Hands on experience building original software - it’s vital you’ve worked directly with engineers, designers and analysts to build and ship software.
• Demonstrable experience collaborating with other specialists, ideally beyond the traditional realms of software engineering - for example manufacturing, product development, marketing, creative departments.
• Direct to consumer (D2C) ecommerce brand or category experience - we expect you to be familiar with the core metrics and tradeoffs within the ecommerce industry.
• Strong understanding of business dynamics at different lifecycle stages - this is more of a nice to have, but we’d love it if you’ve experienced working in a startup and a more mature organisation.

How to apply and what to expect

If you are interested in this role please apply directly using the workable link. Please include an up to date CV and a cover letter outlining why you believe you would be a good fit for this role.

We will begin reviewing applications from the first week of April. Once we have received your application we will contact you within a week. If we wish to move forward this will include some options for a short phone call with a member of our recruitment team who can answer practical questions around compensation and big picture questions around the company and the role.

If we both choose to move forward after this, the interview process will consist of two to a maximum of three interviews. During these interviews you will meet with members of the Wonderbly technology organisation including cross functional peers and managers. At least one of these interviews will happen in person at the Wonderbly studios in Bloomsbury, London.

Why Join Us?

First and foremost, you should join Wonderbly because of the work we do. We’re on a mission to bring our meaningfully personalised products to everyone around the world. You’ll be surrounded by inclusive, diverse and self-motivated people inspired by this exciting mission.

We're a profitable and responsibly run, B-Corp certified business. We have clear processes with sensible expectations and are always looking to improve. We have a strongly supportive and inclusive culture and are still small enough for individuals to make a big difference.

We have exciting growth plans, we want to create deeper connections between customers and their important relationships into the heart of our books.

On top of that, on an annual basis we offer:

• Competitive salary + bonus
• 28 days holiday, plus bank holidays
• Hybrid working (3 days per week in office, 2 days remote)
• Mental Health support with Spill
• 1 fully paid charity day per month
• £500 per year budget to spend on courses and books with Learnably
• Health insurance to keep you and your family in tip-top shape
• Subsidised Gym membership
• Lunch and Learn sessions with inspiring speakers on various topics
• A dog friendly studio based near Kings Cross
• Regular socials

At our studio there is:

• Shower, secure bike storage (we are also part of the Cycle To Work scheme)
• Heaps of snacks, drinks, and comforts in our fully-stocked kitchen
• Group yoga / walking and other fun stuff
• Clubs for bookworms, runners, gardeners, aspiring poets and much more