Retail Experience & Product Manager

Retail & Customer Experience (CX) Product Manager:

At Avis Budget Group, you’ll be joining a team of over 25,000 driven individuals globally, united by purpose and performance. Together, we’re shaping the future of transportation through innovative, customer-focused mobility solutions.

Our performance-driven culture fosters growth and excellence. We empower each other to perform at our best by providing strong leadership, comprehensive training, the right tools, and meaningful rewards.

We’re proud to make a positive impact on the lives of our colleagues, customers, and the communities in which we operate.

The Role:

As Retail & CX Product Manager, you’ll own and improve end-to-end customer journeys across our rental locations and key touchpoints — from Booking and Pick-Up to During and Post Rental.

You’ll identify customer pain points, define CX priorities, and lead the delivery of retail and product improvements that enhance service flow, physical environments, signage, and in-location technologies. Working cross-functionally with Marketing, IT, Operations, and external partners, you’ll translate insight into tangible, brand-aligned experiences.

Key Responsibilities:

• Improve end-to-end customer journeys, removing friction and elevating in-person experiences
• Define and prioritise CX initiatives that deliver customer and commercial value
• Set physical journey standards (layout, signage, flow, branding) and maintain an experience playbook
• Partner with Product, Digital UX, Technology, and Operations to deliver CX solutions
• Lead testing, pilots, and rollouts of new experience standards and technologies
• Own CX KPIs, feedback loops, and continuous improvement
• Act as the voice of the customer across the business

About You:

• 5+ years’ experience in customer experience, retail/brand experience, service design, or related fields
• Strong background in journey mapping, physical environment design, and cross-functional delivery
• Experience in product ownership or digital transformation
• Commercially aware, data-driven, and comfortable working in agile environments
• Influential communicator with a customer-obsessed mindset
• Experience in mobility, hospitality, retail, or service industries is advantageous.

What we offer:

Generous Leave: 25 days holiday, plus bank holidays. Rising with length of service.

Employee Assistance Programme (EAP): Provided by Health Assured – 24/7 support for your mental health and wellbeing.

Employee Discounts: Discounts on car rental across Avis Budget Group (including Zipcar).

Pension Contribution: Company pension plan to help secure your future.

Friends and Family Discount: Special rates for your loved ones.

Onsite Amenities: Bracknell HQ offers free parking and access to a small onsite gym.