What will you be doing?

This role is a senior leadership position within our Customer Tribe, acting as the evangelist for all customer-facing products, journeys and services that help pet owners get the most out of their pet’s care.

Our Customer teams are responsible for the key touchpoints that help us acquire, activate and retain pet owners — from online sign-up and registration journeys, to web and mobile applications, communications, reminders, health plan benefits and more.

Your mission is to ensure everything we build is clearly positioned, easy to understand, and demonstrably valuable to pet owners, while supporting the commercial and operational goals of the business.

As a Senior PMM, you will naturally work across multiple product teams and, when required, flex into new domains or opportunity areas that help us innovate our customer offering and services.

What you’ll be responsible for

• Understand and represent our customer audience

  • Deeply understand the needs, motivations and behaviours of pet owners across markets
  • Represent the voice of the customer, collecting qualitative and quantitative feedback and sharing insights with product teams

• Product positioning & messaging

  • Define and refine positioning and messaging for customer-facing products and journeys so customers clearly understand the value we deliver
  • Ensure consistent, compelling narratives across touchpoints, channels and markets

• Product launches & adoption

  • Partner with Product and Design to shape features, positioning and go-to-market strategies for new customer products and experiences
  • Plan and execute end-to-end product launches, including adoption and engagement campaigns

• Stakeholder collaboration

  • Establish strong relationships and ways of working with stakeholders across Marketing, Operations, Customer Support and Technology
  • Ensure everything taken to market is aligned, well-received and effectively supported

• Customer insights & feedback loops

  • Create and manage scalable feedback loops with customers to continuously improve our products and experiences
  • Use customer insights and external benchmarks to influence product roadmaps and priorities

• Content & collateral

  • Create high-quality launch materials and set the benchmark for customer-facing product collateral
  • Work closely with other Product Marketing Managers to ensure consistency across tribes and propositions

What are you expected to bring to the team?

Experience

• Experience working on B2C or B2C2B products, within Product Marketing, Product, Growth or Marketing teams
• Proven experience marketing digital products to a broad, non-technical audience
• Experience in healthcare, consumer services, or regulated environments is a bonus

Influence, collaboration & communication

• Experience operating in large, complex, multinational organisations
• Comfortable influencing without authority and navigating a wide range of stakeholders
• Strong communicator, able to tailor messaging for executives, product teams and customer-facing audiences

Product launches

• Demonstrated success working with product teams to drive the planning and execution of impactful product launches
• Experience improving adoption, engagement and retention through clear positioning and messaging

Who will you be working with?

We are a remote-first team, with digital hubs in London, Bristol, Stockholm and Porto, working together to shape a new era in pet health. We’re backed by some of the world’s leading investment groups and operate across the UK, Europe and North America.

You’ll work closely with:

• Product Managers, Designers and Engineers within the Customer Tribe
• Marketing, Operations, Customer Support and Data teams
• Experts in Animal Health, Veterinary Services, Technology and Creative disciplines

Most importantly, you’ll be joining a group of people who share a genuine passion for pets and a commitment to building meaningful, user-centric experiences — delivering change piece by piece within a growing organisation.