Director of Product (Customer Growth)

TL;DR

Director of Product – Customer Growth: Define and lead the 2–3 year vision and strategy for customer growth, including paid propositions like subscriptions, aligned to company strategy. Focus on owning the full customer lifecycle from acquisition to reactivation, scaling new monetisation opportunities, and integrating AI/ML for personalised experiences.

Location: London (Hybrid, minimum 60% office time over 12-week period)

Company

Europe’s number 1 downloaded rail app with over 125 million monthly visits, collaborating with 270+ rail and coach companies in 40+ countries.

What you will do

• Define and lead the 2–3 year vision for Customer Growth, including subscription strategy end-to-end from design to optimisation.
• Own outcomes across the full customer lifecycle: acquisition, onboarding, engagement, retention, and reactivation.
• Drive growth via product experience, CRM, marketing, pricing, and new monetisation like add-ons and bundling.
• Identify AI/ML opportunities to enhance personalised customer experiences and growth loops.
• Own delivery for a large multi-squad product area, translating strategy into roadmaps and experiments.
• Lead and develop a team of ~10 Product Managers, including 4 direct reports, and influence senior stakeholders.

Requirements

• Proven experience at Director or strong Head of Product level in consumer tech, owning large strategic product areas.
• Experience defining and scaling customer propositions or business models for durable relationships beyond transactions.
• Hands-on with subscription propositions: design, pricing, packaging, attach rates, renewal, and unit economics.
• Ownership of customer lifecycle performance including acquisition, engagement, retention, and reactivation.
• Strong commercial acumen on LTV, revenue, pricing, and growth dynamics.
• Extensive people leadership of managers and senior ICs, leading cross-functional teams.
• Experience with AI/ML-powered customer-facing products.

Nice to have

• Experience building subscriptions within a broader product ecosystem.

Culture & Benefits

• Hybrid model with 28-day Work from Abroad policy.
• Private healthcare & dental insurance, EV scheme, extra festive time off, family-friendly benefits.
• Career growth with clear paths, transparent pay bands, personal learning budgets, regular learning days.
• Values: Think Big, Own It, Travel Together, Do Good.
• Diverse and inclusive team from 50+ nationalities.