Role - Head Of Product- Salesforce & Condor

Location: Nottingham Support Office

Contract: Temporary- 24 months

Shift pattern – Full Time

Hours – 37.5

Recruitment Partner: Matt Nelligan

 

About the role

Welcome to the Boots Digital team – an exciting team at the heart of Boots UK's growth plans. As customers are changing, so are we! We're focusing on really understanding our customers' needs and making the most of our great products and services to optimise the online shopping experience and drive growth.

We have an exciting brand-new role available within our Product team, “Head of Product- Salesforce & Condor”. We're looking specifically for an experienced Salesforce expert to lead our Condor Programme's implementation of several Salesforce Clouds.

The individual must be a CX transformation leader with deep experience in Salesforce products and large-scale change across complex, multi-brand retail environments.

This is a unique opportunity to lead a once in-a-generation digital transformation — not just implementing a series of new platforms but fundamentally reimagining how we serve and retain customers across all channels. In this role, you'll lead a team of ten Digital experts.

This isn't a role for traditional product leads. We're after someone who can balance technology understanding with commercial insight, someone who knows what a great end-to-end customer experience looks like — and how to deliver it through systems, people, and process change. If your background spans Product Management, CX, digital commerce and Salesforce-led transformation — this is the perfect opportunity for you.

 

Key responsibilities

Define and lead the end-to-end CX vision for a complex Salesforce transformation, covering digital, contact centre, data, marketing and in-store and post-purchase journeys; whilst ensuring clear articulation of long-term capability, customer value and commercial impact.

Work with senior stakeholders and a system integrator to shape, challenge and land a solution that improves customer outcomes, not just system functionality.

Shape and deliver a customer-first Salesforce implementation in partnership with a system integrator – with particular focus on Data, Marketing, Health and Commerce Clouds.

Bring a customer lens to every decision - ensuring what's being delivered works for customers and colleagues.

Represent the customer at every level – ensuring front-line, digital, and contact centre experiences are connected, simple, and value-generating.

Act as a critical translator between business and technical teams, challenging assumptions and making sure product, data, and technology decisions align to long-term CX goals.

Use commercial thinking (acquisition, retention, loyalty, NPS, etc.) to prioritise the elements of the journey that matter most.

Lead cross-functional teams across CX, product, and change - setting pace, clarity and direction while removing barriers to execution.

Accountable for working with teams to define success metrics (NPS, LTV, retention, CSAT, cost-to-serve) and for embedding performance tracking across the transformation programme.

Provide SME-level leadership on CX transformation strategy within a large-scale, complex organisation – championing best practice and long-term thinking.

Design the future, not just deliver the present - setting a clear north star for what customer experience looks like post-transformation, and how the product and technology ecosystem should evolve to support it.

 

What you'll need to have

Deep expertise in Salesforce platforms and development, as well as experience of transformation programmes in complex, multi-brand, omni-channel retail or eCommerce environments.

Proven ability to lead product and CX strategy and delivery in a technical, data-rich environment.

Strong knowledge of customer data flows, journey design, CRM, contact strategy, and how platform choices shape experience.

Ability to challenge and influence technical, product and business stakeholders to align on long-term, customer-first decisions.

Commercial fluency – understanding of revenue, cost-to-serve, loyalty, retention and operational impact of CX-led initiatives.

Proven Product & CX leadership across large, matrixed transformation programmes.

Experience managing external partners such as system integrators and technology vendors.

 

It would be great if you also have

Experience working with a large-scale systems integrator (SI). Partnership with large-scale integrators is desirable but not essential provided you can demonstrate solid experience with other relevant vendors.

 

Our benefits

Boots Retirement Savings Plan

Discretionary annual bonus

Generous employee discounts

Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child

Flexible benefits scheme including option to buy additional holiday, discounted gym membership, life assurance, activity passes and much more.

Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.

We have a great range of benefits in addition to the above that offer flexibility to suit you - find out more at boots.jobs/rewards. Exclusions may apply, eligible roles only. Please note, any salary estimates given on third-party sites are not provided or endorsed by Boots and may not be accurate.

 

Why Boots

At Boots, we foster a working environment where consideration and inclusivity help everyone to be themselves and reach their full potential. We are proud to be an equal opportunity employer, passionate about embracing the diversity of our colleagues and providing a positive and inclusive working environment for all. As the heart of everything we do at Boots, with you, we change for the better.

 

What's next

Where a role is advertised as full-time, we are open to discussing part-time and job share options during the application process. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you to be at your best.

This role requires the successful candidate to complete a Pre-employment check after receiving an offer. Depending on your location you will be asked to submit either a DBS (Disclosure & Barring Service), PVG (Protection of Vulnerable groups) or an Access NI Check.

Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.