Client Success - Product Delivery Manager

We use our expertise and products to craft customer experiences. Our range of services helps global brand acquire, engage and retain choice-rich customers.

© 2023 Collinson International Limited. Registered in England & Wales under registration No. 2577557

Registered address : 3 More London Riverside, London, SE1 2AQ, United Kingdom.

Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities : Loyalty, Lifestyle Benefits and Insurance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travelers, creating and delivering products and services now accessible to over 400m end consumers.

We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.

We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programmed, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include : Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally.

What does a Product Delivery Manager Do :

As a Product Delivery Manager working within the Americas’ Product organization, you’ll play a pivotal role in unlocking the full potential of Collinson’s Client Travel Ecosystem . Partnering with regional clients, you will champion a product and client-led success strategy that drives measurable value and long term adoption. You’ll help scale and mature our Product Delivery function - ensuring our strategic clients to maximize the value of flagship propositions such as Priority Pass, and Lounge Key, along with adoption of key capabilities and features within our PT&D platform and front-end channel experiences.

Our Product Delivery team operates at the intersection of Commercial, Product, Tech, Data & Go-To-Market – our mission is to build and maintain strategic product partnerships with regional clients that ensure the right solutions are developed, adopted, and sustained. Through proactive client product engagement, we deliver measurable impact, aligning Product Delivery with our long-term strategic client value goals. We build client trust and demonstrate value through accelerating client understanding of existing and upcoming capabilities, partnering directly with clients in helping to shape new ideas and core requirements, and influencing the overall client product roadmap through our data and insight led approach.

In this role, you will lead and support with strategic client engagements, contribute to shaping and maintaining the client product roadmap, and champion a culture of Product Delivery

which is grounded in insights, clear benefits articulation, and tracking of ROI. You’ll influence cross-functional teams by bringing the client voice into our internal product and tech decision-making. At times, you will be responsible for coordinating cross functional initiatives in the America’s region, clients, and internal delivery teams - with accountability for client product impact, in close collaboration with senior leaders across Product and the wider organization

What You'll Do :

As a Product Delivery Manager, you will be responsible for driving client product engagement, adoption, and trust through the successful implementation and ongoing optimization of our Product Delivery strategy and alignment with our current and future product ecosystem. Your work will directly contribute to Client and Collinson’s product strategy, client satisfaction, and long-term success

• Support product delivery outcomes by aligning with multiple strategic clients, ensuring as a team we deliver on high client health, satisfaction, and the successful adoption of our products and capabilities.
• Champion the client voice - actively listening to client needs (short and long term) and using insights to influence roadmaps, feature development, and prioritization decisions across the product lifecycle.
• Support tailored client product roadmaps in partnership with Global and Regional functions like Client Success, Product, Commercial, and Tech / Data teams – assisting with mapping clear client goals, realistic milestones, and KPIs aligned to client aspirations and Collinson’s product OKRs.
• Support adoption and migration efforts on behalf of our global clients and across client ecosystems - supporting product rollout, education, onboarding, and ongoing optimization for sustained usage and impact.
• Foster cross-functional alignment with Commercial, Operations, Product, Partnership, Tech, and GTM teams - navigating complexity and representing client needs up to VP, and SVP levels.
• Contribute to product-market fit decisions by evaluating opportunities for desirability, feasibility, and viability within Collinson’s global roadmap pipeline.
• Lead special initiatives as required, including multi-stream projects, cross functional coordination, and delivery workstreams.
• Support testing and feedback loops , including assisting clients and regional teams with beta testing, product setup, and hands-on troubleshooting.
• Contribute to the scaling of our Product Delivery functions , helping to build repeatable processes and a consistent, best-in-class client experience.
• What You'll Need :

Currently a manager, or aspiring to be a manager, in Product Delivery. With good experience in Product, along with a passion for solving client-real-world problems through insight led, scalable ways of working. You’ll bring energy, strategic thinking, and a hands-on mindset to every challenge- navigating both the client “big picture” and the finer detail with equal amounts of confidence.

You thrive in fast-paced, cross-functional environments and love collaborating with teams across Commercial, Operations, Partnerships, Product, Tech & Data, Product Marketing, and Design to deliver product outcomes that matter. You’re excited by innovation opportunities and comfortable challenging long-standing assumptions to unlock client satisfaction and growth.

Your experience likely includes :

Bi-lingual (US English, and Latin American Spanish) required. Portuguese a plus.

Collinson is an equal opportunity employer and welcomes differences in all their forms including : colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are : Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

In your application, please feel free to note which pronouns you use (For example - she / her / hers, he / him / his, they / them / theirs, etc).

If you need any extra support throughout the interview process, then please email us at ushr@collinsongroup.com