Email Product Lead

London - West

Location: Hammersmith


Email Product Lead

Location Hammersmith or Hook

Salary - Competitive + benefits

This is an exciting time to join Virgin Media as an Email Product lead to provide support to the team in delivering against its roadmap, commercial priorities and strategic objectives within specified constraints of cost, risk and time; specifically for Virgin Media Email and associated broadband value added services (including Usenet, parental controls, anti-virus protection, password management, alternative support services).

Main Responsibilities

Email & Value Added Services

1. In life product management of Virgin Media Email & VAS:

* Provide support, oversight and governance to the Email Security Team

* Use reporting and feedback from customers and operational teams to implement improvements to the Email service and VAS

* Regular business reporting to the senior stakeholder group showing the health of the Email service and VAS; including KPIs for platform performance, quality of service, usage behaviours & patterns and customer satisfaction, further developing reporting and KPIs where required

* Upwards management/escalations of service issues to senior leadership team, followed by fault management and resolution of issues

* Proactively identify opportunities to improve costs, product performance and service experience

2. Support Product Managers and Heads of Department in defining Email and VAS product/proposition plans that take into account current market landscape plus Virgin Media’s objectives/strategy

3. Accountability for Email and VAS product lifecycle management, including monitoring the customer experience and how products are performing

4. Maintaining group product collateral, training materials and product marketing/PR activities

5. Engagement of Technology & Innovation department and set up projects where required to enable product changes

6. Close working relationship with the central Product and Ops teams, perform role as UK single-point-of-contact for central driven product changes. Ensure UK business readiness for such changes, protecting Virgin Media interests at all times

7. Develop close relationships with Internal Comms, Sales and Care/Retentions teams to enhance front line understanding and engagement with Broadband/Home Phone email and VAS products

8. Form relationships with 3rd party vendors, attending conferences and represent Virgin Media

Required Critical Behaviours


1. Inspires Others: You’re a brave decision maker. You set expectations but you’re confident setting direction for others too. You’re able to empower others and make working fun.

2. Strives to be the best: Self-driven and make things happen, shows a strong desire to succeed, always looking for business opportunities, determined in pursuit of their own and their customers' goals.

3. Great Communicator: An effective communicator, you’re straight up and honest. You can adapt your communication style to difference audiences. You’re able to persuade others and you aren’t afraid to challenge something when you need to.


4. Cares about Quality: Effectively manage their own time and meet deadlines, Puts emphasis on getting the details right to ensure a high level of quality, Follow appropriate rules and procedures.

5. Understands People: Listens to internal and external customers, taking time to understand their motivations, Works well in a team and creates shared goals, Values others and places trust in those around them.

6. Embraces Change: Has an optimistic outlook and be able to flex their approach to different situations, Enthusiastic about change and welcomes new challenges, Is responsive to feedback from others and learns from their mistakes.


7. Gets to the heart of the matter: Puts emphasis on getting to the root cause to find a solution, Interprets facts and understands information in context, Uses data to help inform decisions.

8. Methodical Approach: plans work and determine priorities well, Guided by an ethical compass, Enjoys working when busy and able to multi-task.

9. Explores opportunities: Puts emphasis on learning new things and developing their expertise, Favours practical approaches and makes sound judgements, Consistently looks to improve things and provide insights.

10. Constantly Innovates: Pushes boundaries with their fresh ideas, Links theories and concepts for business and customer improvement, Considers the bigger picture, including plans for the future in line with company strategy.

11. Forges strong relationships: Enthusiastic and gets on well with internal and external customers, Be approachable and quickly establishes rapport with others, Gets noticed, raising their own profile as well as their teams.

12. Resilient: Conveys self-confidence, Unflappable and composed in their approach, Comfortable resolving objections and managing conflict.

Required Key Skills

1. Managing multiple stakeholders to deliver a high standard of execution against challenging timescales.

2. Motivation and engagement of cross-functional teams, ensuring consistency of execution and on-time, delivery often in the face of changing requirements and timings.

3. Cross-functional thinking; able to understand the impact of a decision made in one area and how that impacts others.

4. Strong communicator - someone who can be clear in what’s required of people and by when.

5. Highly organised to manage multiple deadlines.

6. Analysis of multiple sources of information to produce clear insight and recommendations.

7. Strong team mentality and flexibility.

8. Commitment to self-development.

9. Ability to deliver results and drive projects to completion.

10. Work in a positive partnership with external stakeholders, remaining professional but being willing to challenge with authority and impact discussions.

Required Qualifications & Experience

1. 12mths+ proven project and/or product based experience.

2. Awareness and understanding of Telecommunications industry and related challenges/opportunities.

3. Previous customer focussed experience.

4. Ability to demonstrate excellent communication and presentation skills (both written and spoken).

5. Working knowledge of IT and highly skilled in Windows based applications

6. Experience in the end to end management of workstreams and/or projects and products

7 Qualifications in product and/or project management related discipline would be a distinct advantage, including working towards key qualifications and the ability to demonstrate knowledge gained thus far.