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Retail Experience & Product Manager

United Kingdom, Bracknell · Job Posted March 09, 2026
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Job Description

As Retail & CX Product Manager, you’ll own and improve end-to-end customer journeys across our rental locations and key touchpoints — from Booking and Pick-Up to During and Post Rental. You’ll identify customer pain points, define CX priorities, and lead the delivery of retail and product improvements that enhance service flow, physical environments, signage, and in-location technologies. Working cross-functionally with Marketing, IT, Operations, and external partners, you’ll translate insight into tangible, brand-aligned experiences.

Job Responsibility

  • Improve end-to-end customer journeys, removing friction and elevating in-person experiences
  • Define and prioritise CX initiatives that deliver customer and commercial value
  • Set physical journey standards (layout, signage, flow, branding) and maintain an experience playbook
  • Partner with Product, Digital UX, Technology, and Operations to deliver CX solutions
  • Lead testing, pilots, and rollouts of new experience standards and technologies
  • Own CX KPIs, feedback loops, and continuous improvement
  • Act as the voice of the customer across the business

Requirements

  • 5+ years’ experience in customer experience, retail/brand experience, service design, or related fields
  • Strong background in journey mapping, physical environment design, and cross-functional delivery
  • Experience in product ownership or digital transformation
  • Commercially aware, data-driven, and comfortable working in agile environments
  • Influential communicator with a customer-obsessed mindset
  • Experience in mobility, hospitality, retail, or service industries is advantageous

Nice to have

Experience in mobility, hospitality, retail, or service industries is advantageous

What we offer

  • Generous Leave: 25 days holiday, plus bank holidays. Rising with length of service
  • Employee Assistance Programme (EAP): Provided by Health Assured – 24/7 support for your mental health and wellbeing
  • Employee Discounts: Discounts on car rental across Avis Budget Group (including Zipcar)
  • Pension Contribution: Company pension plan to help secure your future
  • Friends and Family Discount: Special rates for your loved ones
  • Onsite Amenities: Bracknell HQ offers free parking and access to a small onsite gym
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