Head of Product

Role Overview:

The Head of Product is a critical leadership role that combines the oversight of both digital and physical product lifecycles, ensuring an exceptional and seamless customer experience across all touchpoints—both online and offline. Working within a matrix structure, this role drives the strategy, design, development, and optimisation of the product portfolio, encompassing digital platforms and physical retail and EV charging products. This individual leads cross-functional teams to ensure product alignment with business goals, driving innovation, and fostering a culture of continuous improvement.

Key Responsibilities:

Strategic Leadership:

1. Develop and implement a comprehensive product strategy for both digital and physical products, aligning with the company's overall business objectives.
2. Lead, inspire, and manage high-performing product teams across both domains, fostering creativity, collaboration, and continuous improvement.
3. Stay abreast of industry trends and emerging technologies in both physical and digital spheres to maintain the company's competitive edge.
4. Drive customer-centric product design, using insights from both digital interfaces and physical retail environments to enhance the customer experience.
5. Ownership for utilisation and product profitability metrics, and drive initiatives to improve performance.

Digital Product Leadership:

1. Oversee the lifecycle of all digital products from ideation to optimisation, ensuring seamless integration of customer feedback.
2. Support the management of digital product budget, investment cases and return on investment from digital products.
3. Collaborate with UX/UI designers to develop intuitive digital experiences using tools such as Figma, ensuring consistency across all digital touchpoints.
4. Lead efforts in user research and testing to inform product development, ensuring digital products are accessible and inclusive.
5. Guide the creation of customer centric and commercially viable products across the digital portfolio.

Physical Product & Retail Leadership:

1. Oversee product lifecycle management for physical products and retail operations, ensuring a consistent, high-quality and profitable customer experience at all touchpoints, including EV charging stations and retail outlets.
2. Manage the product catalogue and customer experience design for retail locations, optimising forecourt operations to maximise performance.
3. Work with construction, engineering, and delivery teams to ensure physical product design and delivery meet specifications and budget targets.
4. Monitor and evaluate retail performance metrics, including footfall, revenue, and profitability, and implement strategies to optimise outcomes.

User Experience Design:

1. In collaboration with digital technology teams lead the design and development of user experiences using tools such as Figma, ensuring intuitive and engaging digital interactions.
2. With support from the customer experience team, conduct user research and usability testing to gather insights and inform design decisions.
3. Work closely with UX/UI designers to create wireframes, prototypes, and high-fidelity designs that align with customer needs and business goals.
4. Ensure consistency and coherence in the user experience across all digital touchpoints.

Cross-functional Collaboration:

1. Collaborate with technology, engineering, retail, and operations teams to deliver cohesive experiences across digital and physical platforms.
2. Foster strong relationships with stakeholders, both internal and external, ensuring alignment and optimal performance in product and retail partnerships.
3. Champion closed-loop feedback processes, ensuring continuous product optimisation and customer satisfaction in both digital and physical environments.

Functional Leadership:

1. Recruit, develop, and lead a high calibre product team, ensuring the team is engaged, working towards aligned goals, and supported to meet and exceed performance targets.
2. Lead by example to champion and demonstrate commitment to GRIDSERVE values.
3. Provide and assist with company-wide weekly, monthly, and quarterly reporting.
4. Champion all company policies, procedures, and business ethics codes, including the anti-bribery policy and Environmental and Quality Management System, compliant with ISO standards.

Required Experience:

1. Extensive experience in both digital and physical product management, with a proven track record of delivering customer-centric solutions in a high-growth environment, ideally within EV charging or automotive industries.
2. Strong background in managing multi-location retail operations and digital platforms, with expertise in product lifecycle management, UX/UI design, and driving innovation.

Skills & Abilities:

1. Exceptional leadership and project management skills, with the ability to lead cross-functional teams in complex environments.
2. Strong analytical and problem-solving skills, with commercial acumen to drive profitability and customer satisfaction.
3. Proficiency in design and product management tools like Figma, along with a deep understanding of customer behaviour and product experience design.

Desired Qualifications:

1. Bachelor’s or master’s degree in a relevant field, such as Business, Product management, technology, Customer Experience, or Design.
2. Proven experience in designing and optimising digital customer experiences, ideally in the context of EV charging or automotive services.
3. Strong project management skills with the ability to lead cross-functional teams.
4. Excellent problem-solving and analytical skills.
5. Exceptional communication and collaboration abilities.
6. A customer-focused approach with a deep understanding of customer behaviour and preferences.
7. Proficiency in design tools such as Figma, and experience in UX/UI design and user research.

Additional Requirements:

1. Willingness to travel between digital hubs, retail locations, and EV charging sites.