Product Solutions Specialist (Customer Experience) NEW

Service Management Group (SMG)

Location: London, Hybrid, Two days per week in office

Salary: From £53k + & 10% bonus

Level: Senior manager level, with scope across a specialist customer-facing product function

Who are we?

We’re the original pioneers in connected commerce marketing. Since 2008, we’ve been partnering with major retailers, powering global brands, and building meaningful connections with shoppers.

We simplify the mind-boggling complexity of today’s retail media landscape. We deliver impactful campaigns that connect with people where it matters. We create seamless and personalised shopping experiences. Above all, we deliver amazing results for our partners, driven by our unshakeable desire for growth. Time after time, we change the game. SMG is home to a world class suite of commerce advertising capabilities powered by data and cutting edge technology. We constantly push ourselves, our tech and our industry to discover innovative new ways to connect, sell and grow.

About the role

We are looking for a Product Solutions Specialist to join SMG Technology.

You’ll own the customer-facing product experience for Plan-Apps MMP within the CX function, helping prospects and customers understand the platform and the value it can deliver from their first conversation through to initial onboarding.

Combining product expertise with strong storytelling, you’ll lead tailored demonstrations and discovery, shape product messaging and contribute to solution design. You’ll work closely with Commercial, Change, Product and Engineering to turn customer needs into compelling, deliverable opportunities while bringing valuable market insight back into the business.

What you’ll do

• Deliver engaging, tailored Plan-Apps MMP demonstrations that respond to each audience, use case and stage of the customer journey.
• Lead discovery workshops alongside the Change Lead, uncovering customer priorities and translating them into relevant platform use cases.
• Shape product messaging and storytelling, turning technical capabilities into clear and compelling customer value.
• Keep demo scripts, flows and supporting materials current as the platform evolves.
• Build and maintain credible demo environments and sandboxes using realistic customer scenarios.
• Contribute technical solution-design expertise to proposals, helping ensure solutions are scalable and achievable within supported platform capabilities.
• Partner with Change and Product on technical onboarding planning, ensuring a smooth transition from pre-sales into onboarding and enablement.
• Share insights from prospects and customers with Product, Transformation and Enablement to strengthen product understanding and go-to-market readiness.

What we’re looking for

• Strong knowledge of retail media operating models.
• Strong product knowledge of Plan-Apps MMP and its practical application.
• Excellent presentation, storytelling and communication skills.
• Proven experience delivering discovery workshops and technical product demonstrations.
• The ability to make technical capabilities clear, relevant and valuable to different customer audiences.
• Experience working across the customer journey from pre-sales through to technical onboarding.
• A collaborative approach to working with Commercial, Transformation, Product and Engineering teams.
• A structured and detail-focused approach to maintaining demo environments and proposal content.
• Commercial awareness and a strong focus on outcomes.

We’re looking for people who enjoy the buzz of change, the satisfaction of building something better, and the joy of working with a close-knit, values-driven team. If you love variety, thrive in a fast-paced environment, and embrace change with energy, this could be your right role.

Why SMG?

At SMG, we hire for the future, which is fast-moving and changing shape. Do you have the potential to help shape our business? We’re looking for brilliant, diverse talent who want to grow with us – people who are curious, ambitious, and eager to learn, whether as specialists or across teams.

We value those who take ownership of their growth and bring fresh perspectives. That’s why we’re committed to equity, inclusion, and building a place where everyone feels empowered to grow. At SMG, it’s not just about filling a role but building the future together.

• 10% discretionary bonus
• £1,800 yearly wellbeing fund (on top of your salary!)
• Free Headspace subscription
• £500 yearly “Uni Fund” for learning
• 4 extra Wellbeing Days off per year
• Annual Summer conference + year-round celebrations
• 4pm finishes every Friday
• Flexible and hybrid working

Useful Links Before You Apply

• Learn about our agencies
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• EDI at SMG
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Department Customer Experience Locations London Remote status Hybrid