Head of Product
The Institute of Customer Service Leadership
Job Title: Head of Product

Directorate: Marketing and Communications

Responsible to: Marketing and Communications Director

Location: London

Salary: £50,000 p/a

Perm/Temp: Permanent

Hours: 9am-5pm Mon-Fri

Only applications with CVs will be considered

Closing Date: 14th July 2019

Interviews: w/c 22nd July 2019

Purpose of role
  • To manage the development, life-cycle management and delivery of new and in-life products and services through the value propositions, and manage the integrated world-class service experience for our Members.
  • To develop, deliver and review The Institutes accreditation, standards and quality frameworks for new and existing products and services, ensuring integrity and consistency of standards is defined and maintained.
  • To oversee the management and end-to end delivery of the Institutes new and in-life product and service portfolio
  • To support the Marketing & Communications Team with a range of activities relating to our product portfolio
What we are looking for:


An awareness of modern marketing techniques including campaign management, digital & social channels and lead generation

Skills (essential)
  • Planning and project management skills to ensure implementation of effective product plans on time and within budget
  • Highly numerate and able to use data to inform strategy and improve product performance
  • Accomplished oral and written communications in English to produce concise and impactful business case papers, product copy and promotional material
  • Delivers to time and budget in line with project management principles
  • Strong commercial acumen
  • Excellent stakeholder and supplier management and ability to manager stakeholders including CEO, Director team, Client Development team and suppliers
  • IT skills: competent in use of Adobe Creative Cloud and website CMSs & html
  • Microsoft competency levels: Advanced Excel & Word, Intermediate Powerpoint
Attitudes (essential)
  • High integrity
  • Proactive and solution-oriented
  • 8 years experience in a Product Development B2B or B2C environment (essential)
  • Experience with data collection and analytics (essential)
  • Learning & Development experience (desirable)
Education and Professional Qualifications

Educated to degree level (essential)

Minimum GCSE at C or above (or equivalent) in English and Maths (essential)

Note: Occasional evening work and travel to other locations will be necessary


We offer a competitive salary and benefits package and investment in your personal development. You will have the opportunity to improve customer experiences for our member organisations, resulting in a sustained improvement on the performance of the UK.

For more information and a full job description follow the link at: https://www.instituteofcustomerservice.com/about-us/careers#head-of-product

Job Type: Full-time

Salary: £45,000.00 to £50,000.00 /year

  • Learning & Development: 1 year (Preferred)
  • Product Development B2B or B2C: 8 years (Required)
  • Data Collection and Analytics: 8 years (Required)