Group Product Manager - Omni/CRM/CX

Pinewood’s cloud-based secure end-to-end ecosystem unlocks the value of every customer. Our vision is to be the full-service technology partner that helps automotive retailers and OEMs run more efficiently and increase revenue by making better commercial and business decisions more easily.

Pinewood.AI is looking for an experienced and commercially minded Group Product Manager to lead our Customer Experience product area within our Automotive Intelligence Platform. This is a senior leadership role within our Product Team, responsible for the people, product strategy, roadmap and outcomes across our CRM and the build-out of Pinewood's new Omnichannel Platform – two closely connected products that shape how automotive retailers engage with their customers.

You'll lead and develop a team of Product Managers responsible for CRM and Omnichannel, ensuring these products work together to give retailers a single, connected view of every customer and the ability to engage them consistently across every channel – from email, SMS and phone through to live chat, messaging apps, social and digital channels. You'll shape how our platform helps dealerships capture and use customer information, manage conversations and build lasting relationships across the entire ownership lifecycle.

Reporting to the Director of Product, you'll act as the link between day-to-day product execution and broader platform strategy. You'll work closely with Product Managers, customers, Account Management, UX, Architects, Developers, commercial teams and adjacent product areas such as Sales and Aftersales to understand the challenges facing automotive retailers, identify opportunities and translate business needs into valuable product improvements.

This role would suit someone who has progressed from strong individual product ownership into leading and developing other Product Managers, ideally with experience across CRM, customer engagement or communications products. You'll combine strong product leadership and commercial awareness with a deep understanding of customer data, multi-channel communication and CRM technology. Experience taking a new platform from concept through to launch and scale will be a real advantage, as will the ability to balance competing priorities and ensure our products deliver measurable value for both automotive retailers and their customers.

Requirements

• Own the combined product strategy, roadmap and outcomes across CRM and the Omnichannel Platform, ensuring priorities align with Pinewood.AI's wider platform strategy, commercial objectives and the evolving needs of automotive retailers.
• Manage, coach and develop the Product Managers responsible for CRM and Omnichannel, providing direction, feedback, workload balancing and career development while ensuring individual product areas remain aligned.
• Lead the build-out of Pinewood's Omnichannel Platform from vision through to launch and scale, defining the target capabilities, phasing, MVP scope and success measures for a connected, multi-channel customer communication experience.
• Lead the evolution of our CRM, ensuring it provides retailers with a complete, accurate and actionable view of every customer, their history, preferences and interactions with the dealership.
• Ensure CRM and Omnichannel work as one joined-up customer experience, so that every conversation, on any channel, is captured against the customer record and available to the right people at the right time.
• Develop a deep understanding of how automotive retailers engage with customers across the ownership lifecycle, identifying opportunities to improve customer communications, retention, loyalty and the overall customer experience.
• Represent the Customer Experience product area in customer discussions, building strong relationships with senior stakeholders and understanding retailer challenges, priorities and expectations.
• Work closely with adjacent product areas, including Sales and Aftersales, to identify dependencies between features, workflows and customer journeys and ensure CRM and Omnichannel capabilities support them consistently across the platform.
• Lead product discovery and requirements gathering, working with customers, Account Management, UX, Architects, Engineering and Delivery teams to understand problems, validate opportunities and define clear product outcomes.
• Oversee the development and prioritisation of combined product backlogs, balancing customer value, commercial impact, technical feasibility, risk and delivery capacity.
• Work with Architects and Engineering to shape the technical foundations of the Omnichannel Platform, including channel integrations, messaging infrastructure, third-party partners and scalability across markets.
• Ensure customer data and communications are managed responsibly, with appropriate consideration of consent, communication preferences, data privacy and regional regulatory requirements.
• Work closely with UX and Engineering teams to improve the usability, functionality and consistency of CRM and Omnichannel features, ensuring products are intuitive and effective for dealership teams.
• Establish consistent standards for requirements gathering across the team, ensuring Product Managers define clear epics, user stories, acceptance criteria and success measures.
• Coordinate technical and UX decisions across connected product areas, ensuring solutions remain consistent, scalable and aligned with the wider platform.
• Use customer feedback, product performance, market intelligence and commercial insight to inform decisions, identify emerging opportunities and continuously improve the product.
• Communicate product direction, roadmap progress, delivery plans and outcomes to senior stakeholders, customers and wider business teams, ensuring priorities and expectations are clearly understood.
• Support the full product lifecycle, from discovery and definition through to development, testing, release and post-launch evaluation, including product sign-off to ensure delivered functionality meets agreed requirements and quality expectations.

Key responsibilities

• Proven experience as a Senior Product Manager, Lead Product Manager or Group Product Manager within a SaaS, software or technology environment, with ownership of products across the full product lifecycle.
• Experience managing, mentoring or developing other Product Managers, Associate Product Managers or similar colleagues, ideally across multiple connected product areas.
• Strong product management experience covering strategy, discovery, roadmap development, backlog prioritisation, delivery and measuring product outcomes.
• Experience working with CRM, customer engagement or customer communication products, ideally within automotive retail, dealership technology or a related B2B software environment.
• Experience building or scaling an omnichannel, contact centre, messaging or customer communications platform, including channels such as email, SMS, voice, live chat, messaging apps and social.
• Experience taking a new product or platform from concept through to launch, including defining vision, MVP scope, phasing and success measures.
• A strong understanding of customer data, single customer view, consent and communication preferences, and the data privacy considerations that come with them.
• An understanding of automotive retail customer journeys across sales, aftersales and ownership, and how customer engagement drives retention and loyalty.
• Experience developing products that improve customer engagement, customer experience, retention or the effectiveness of customer-facing teams.
• Experience coordinating product requirements, roadmaps and delivery across multiple teams, including managing dependencies and resolving competing priorities.
• Strong stakeholder management skills, with experience working with senior internal stakeholders, customers, commercial teams and third-party partners.
• A customer-focused mindset, with the ability to understand customer behaviour, identify pain points and translate insight into practical product improvements.
• Commercially aware, with the ability to prioritise product opportunities based on customer value, revenue potential, business impact, risk and delivery considerations.
• Comfortable working with technical teams on integration-heavy products, providing product direction and context to ensure solutions are practical, scalable and aligned with the wider platform.
• Strong analytical and problem-solving skills, with the ability to use customer feedback, product performance data and KPIs to support decision-making.
• Excellent written and verbal communication skills, with the ability to align multiple Product Managers and teams and explain complex requirements clearly to technical and non-technical audiences.
• Familiarity with Agile delivery methods and tools such as Scrum, Jira, Azure DevOps or similar.
• Highly organised and detail-oriented, with the ability to manage multiple priorities and maintain focus across a broad product portfolio.
• Confident working in situations involving ambiguity, changing requirements and complex business challenges, with a proactive approach to problem-solving.
• Responsible for contributing towards the organisation's information security strategy, ensuring the protection of sensitive data and compliance with relevant regulations, while managing risk and adhering to all established security measures.

Benefits

• A very competitive salary
• Generous car allowance
• Excellent bonus scheme
• Fort Lauderdale, hybrid or remote working
• 4 weeks PTO
• 401k
• Excellent health insurance benefits
• Regular 1-2-1s and career development opportunities

About Us

Our story began more than 20 years ago, but right from the start, it has been rooted in the specific needs of the automotive industry. As automotive professionals as well as technologists, we wanted to build practical technology solutions that were designed around how automotive businesses work, recognising what makes them different. Pinewood.AI is an unparalleled Automotive Intelligence Platform that enables automotive retail customers and OEMs to drive growth and profitability throughout every aspect of their business.

Why Join us?

This is an opportunity to take ownership of a strategically important and highly connected product area as Pinewood.AI continues to expand its presence across North and South America. CRM, Omni, CX and Sales sit at the heart of our Automotive Intelligence Platform, giving you the opportunity to shape how our platform supports the end-to-end needs of automotive retailers.

You’ll work closely with the Director of Product, Product Managers, Project Delivery Managers, Developers, and commercial teams, with real autonomy to shape direction across your product area and bring that vision to life.

The role also offers the opportunity to make a direct impact through people leadership. You’ll have responsibility for developing and supporting the Product Managers within your team, helping them grow while creating stronger alignment and consistency across the wider product function.

With Pinewood.AI expanding across North and South America, you’ll be joining at an important stage of our growth, with the opportunity to influence both our product and how we support automotive retailers in new markets.