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Product Manager

About Us

We’re the UK's number one choice for homewares – we’re ambitious about our brand, about being a good company, and about profitable growth.

With 13 million active customers in the last 12 months, we offer over 50,000 products, including our own Dorma and Fogarty brands, across 170+ stores. We operate the UK’s largest Made to Measure factory for curtains and roman blinds. We’re also developing products to help customers live more sustainably by introducing new materials and circular design and broadening our Conscious Choice product lines.

Our purpose is ‘to help create the joy of truly feeling at home, for now and for generations to come.’ We have three ambitions: ‘ambitious about our brand’, ambitious about being a good company’, and ‘ambitious about profitable growth’. We’re focused on growing as the number one choice for home, furniture and more, loved by our customers shopping more frequently in a fast-moving, post-pandemic environment.

About the Department

The Product Management team are on a journey to transform the way that we think about putting the customer first, driving value and impact through best practices and processes to help accelerate our delivery of the company mission and purpose.

You will be joining a talented team of Digital Product people that look after different aspect of the customer journey and proposition delivering real value through technology.

We have an exciting road ahead of us, so we need amazing people to help us get there. That’s where you come in!

Behaviours

Our shared values of 'act like owners', 'keep listening and learning', 'long term thinking', and 'stronger together' help ensure we are always finding better ways of doing things and spending our time focusing on what’s important.

The following behaviours are some examples of how these values materialise for Product Managers at Dunelm;

• Always start with the customer and working backwards to create the best omnichannel customer experience.
• Be curious, internally and externally, continuously engaging with our industry, sector and other departments to gain knowledge and understanding.
• Not afraid to learn and try, unlocking innovation and new thinking. Sharing & encouraging others to act on their ideas, supporting & collaborating for team success.
• Create long term relationships with key stakeholders, making time to actively connect with colleagues across the business & external clients, with and without an agenda and creating pathways for easy communication.
• Enable progress, making pragmatic decisions and priority calls whilst not losing sight of the goals and responding to risks and issues responsibly.

The Role

Dunelm is on a mission to create seamless, joyful, and helpful shopping experiences across all our touchpoints, online and offline. This role is key in pushing forward with innovations and progress in ensuring that customers have a great post sales experience. The work that you do here will impact and shape this business for years to come and we are just getting started!

This role covers the processes during and after the placement of an order, ensuring optimised stock availability is presented to the customer with appropriate delivery windows, the order is then processed as seamlessly as possible in one of our Warehouses and the order is then successfully delivered by one of our delivery partners. You will be responsible for working on outcomes spanning a wide variety of areas such as Fulfilment Operations, Carriers, Supply Chain, Stores and more. You will be a key member of the Dunelm Product team, reporting to the Order Fulfilment and Returns Principal Product Manager.

This role is about:

• Being a key member of a team of product managers with focus on the post sales experience in strong partnership with technology.
• The “Go to” and main point of contact for your focus area for both operational and Tech stakeholders.
• Being customer & colleague driven, always putting our customers & colleagues at the heart of your mind and decisions for the post sales experience at Dunelm.
• Understanding and helping to create the post sales experience product vision and mission.
• Demonstrating and evangelising a test and learn approach to solving problems at speed.
• Owning your backlog & roadmap covering outcomes related to post sales experience for both Colleagues and Customers.
• Collaborating with other Product Managers, aligning backlogs & roadmaps with a view to driving seamless delivery of initiatives.
• Communicating and collaborating with key stakeholders across the business, building strong relationships, aligning to the key business outcomes & fostering a positive atmosphere based on solving problems
• Working across a variety of systems from our Customer facing website to internal colleague facing systems (both internal + SaaS)

We need an “in the detail” product management person, with a good understanding of product and the ability to speak to basic product concepts. You will become a key part of the product team, roll your sleeves up and get stuck into the problem space.

You will play a critical role in the delivery of a brilliant post sales experience for Customers at Dunelm

Who you are is just as important. For this role you will be / have:

• 3+ years experience as a product manager of digital B2C and internal user based products in an agile framework.
• Passionate about solving customer and colleague problems & championing the customer and colleague to the wider business
• Ability to manage writing user stories, product processes & lead ceremonies
• An ability to agree, set and maintain SLAs with key stakeholders
• Analytically inclined, able to analyse customer behaviour
• A “get things done” mindset, knowing how and when to communicate progress whilst delivering value quickly
• Demonstrable experience of research, ideation and shaping a backlog of work.
• Track record of having delivered products or features to market.
• Strong stakeholder communication skills, especially around tech teams, peer groups and senior management
• Comfortable with liaising and working with 3rd party providers
• Understanding of UX/UI and experimentation methods.
• Familiar with Jira, Slack, Miro, and other common frameworks, tools and software used in agile digital development.

Your Benefits

At Dunelm we care about your wellbeing, and we want you to thrive in your role. To support this the company offers a range of benefits to make that possible:

• A competitive salary – we want the best people, not what we can afford.
• A bonus scheme – which is paid out according to personal and company performance
• Wellness – we offer access to a range of wellness benefits through our internal portal
• Healthcare – we have great cover for you and your family
• Pension – we have a competitive pension provider
• Learning and development programmes – we encourage and support your development, always.

We recruit people from all types of backgrounds, who share our entrepreneurial, hands-on approach to work. We are committed to creating a full inclusive environment that is representative of our customers and locations. We recognise the value and importance in inclusion and diversity and welcome applications from all candidates, regardless of sex, age, race, religion, disability, neuro-diversity, gender or sexual identity, socio-economic background or education.