Head Of Customer Service jobs in United Kingdom

Location: London, Amsterdam, or Remote EU

Type: Full-time

Experience: 10+ years in product, with direct experience in inventory, demand planning, or forecasting - ideally within high-SKU commerce, retail tech, or supply chain.

We’re looking for a senior product leader to own our next product line, building from scratch in a space that touches forecasting, buying, merchandising, and inventory optimisation. You’ll be responsible for translating business‑critical problems into scalable product infrastructure that helps modern brands improve how they plan, stock, and grow profitably.

This is a zero-to-one role. You’ll shape the product from first principles, validate early value with customers, and drive launch and scale. You’ll collaborate closely with engineering, design, data, and our commercial leads to bring it to life.

• Own the product strategy, roadmap, and execution for Swap’s new inventory offering
• Drive an AI-first approach to this new product
• Define and validate core customer problems, turning them into structured product opportunities
• Work closely with data and engineering teams to build early logic, models, AI and UI
• Collaborate across teams to ensure inventory decisions are connected to broader business and operational context
• Define success metrics and own the results — whether that’s product adoption, efficiency gains, or commercial impact
• Partner with early customers to gather insights, test hypotheses, and inform direction
• Build and lead a small team as the product scales

• 10+ years in product, with direct experience in inventory, demand planning, or forecasting — ideally within high-SKU commerce, retail tech, or supply chain.
• Strong experience building and scaling zero-to-one product lines
• Excellent discovery, problem‑framing, and prioritisation skills
• Solid commercial intuition; you understand how product connects to margin, operations, and customer behaviour
• Strong cross‑functional leadership; you can lead teams through ambiguity and into clarity
• Familiarity with ecommerce or retail planning workflows
• Experience or high appetite for AI execution and agentifying products

• A truly global team. Swap operates across time zones, markets, and currencies.
• Work with modern tech (AI‑powered systems, cross‑border APIs, advanced analytics).
• Autonomy with high impact. Your decisions will shape the backbone of ecommerce infrastructure for years to come.
• Equity, ownership, and career growth. We're scaling fast, and we want you on the journey.