Product Manager – Customer Data & CRM

Job Description

At Booker, we’re committed to helping our customers succeed — and that starts with understanding them better. We’re building more trusted customer data and a modern CRM capability, and we’re looking for a Product Manager who can bring clarity, focus and delivery discipline to this high‑impact area.

As the Product Manager for Customer Data & CRM, you’ll own the vision, roadmap and backlog for delivering trusted customer data and a new CRM capability that strengthens how Booker understands, engages and serves customers.

A key part of this role is establishing a Single Customer View (SCV) by consolidating and enriching customer datasets through a partner‑led approach. You’ll also help select the right CRM partner and lead both MVP delivery and the longer‑term roadmap — ensuring the solution is adopted, embedded and delivering measurable value.

You’ll work closely with business stakeholders, technology teams and external partners, always staying close to users and making evidence‑led decisions that prioritise the highest‑value improvements.

• Own the product vision, strategy and roadmap for Customer Data & CRM, with a focus on measurable outcomes.
• Deliver the Single Customer View, consolidating datasets into a trusted customer domain that supports segmentation, insight and activation.
• Lead partner‑driven customer data validation and enrichment, establishing a repeatable cadence of quality improvements.
• Define and embed customer data controls such as validation rules, deduplication, approvals and auditable change history.
• Support CRM supplier selection by shaping MVP requirements, evaluating options, leading demos and contributing to commercial comparisons.
• Manage the Customer & CRM backlog, writing clear user stories and acceptance criteria and sequencing work into deliverable releases.
• Drive delivery of CRM capabilities including mobile‑first interaction capture, lead and opportunity management, next best actions, workflows, communications orchestration and dashboards.
• Ensure CRM replaces and enhances current interaction‑recording approaches, improving consistency and quality of engagement data.
• Define and track OKRs for SCV and CRM, using adoption and data‑quality measures to iterate and improve.
• Align business and technology stakeholders, resolving trade‑offs quickly and keeping a clear delivery plan on track.
• Prioritise and coordinate resolution of live issues, maintaining confidence and momentum as usage grows.

• Proven experience in product management, delivering outcomes across multi‑step journeys and multiple systems.
• Strong understanding of customer data foundations such as data quality, deduplication, stewardship and enrichment.
• Experience delivering partner‑led SaaS or platform programmes, including supplier evaluation and roadmap shaping.
• Confidence writing high‑quality user stories and acceptance criteria, and working with delivery partners to structure releases.
• Excellent stakeholder communication skills, with the ability to translate complex requirements into clear decisions.
• An evidence‑led mindset, using data, insight and user feedback to guide prioritisation and measure impact.
• Comfort supporting change, adoption and training to ensure CRM and SCV usage grows sustainably.
• Commercial awareness, supporting vendor comparisons and making balanced value‑to‑cost trade‑offs.

Booker is the UK's leading food & drink wholesaler. We are privileged to serve independent retailers, caterers and small businesses, from locations across the country. We operate over 190 cash and carry branches, eight distribution centres, five Best Food Logistics sites, as well as six support centre locations across the UK.

Diversity, equity and inclusion (DE&I) at Booker means that whoever you are and whatever your background, we always want you to feel represented and that you can be yourself at work. In short, we’re a place where Everyone’s Welcome.

We know life looks a little different for each of us. That’s why at Booker and Best, we always welcome conversations about flexible working. Some people are at the start of their careers, some want the freedom to do the things they love. Others are going through life-changing moments like becoming a carer, nearing retirement, adapting to parenthood, or something else. So, talk to us throughout your application about how we may be able to support you.

We’re proud that Booker is a Disability Confident Committed employer and we’re committed to providing a fully inclusive and accessible recruitment process. For further information on the accessibility support you can expect, please contact recruitment@bookergroup.com

Please note

We can only accept candidates over the age of 18 if the role requires working before 6:15 am or after 9:45 pm or involves working in areas such as the warehouse, beers, wines & spirits, and driving roles.

On the occasions where we have high volumes of applicants, some roles may close earlier than the advertised end date in order for us to manage all of the applicants appropriately. We will only be able to offer individual feedback to those candidates who attend an interview.

*Booker Group is part of Tesco plc, however, is operated separately from the core Tesco business and as such the benefits offered will be different from those offered at Tesco*

For more information about us please visit www.bookergroupjobs.co.uk