Product Marketing Manager

Location: UK (Milton Keynes – Hybrid potential)

Reporting to: Chief Marketing Officer

About Serve First

Serve First helps multi-site organisations understand, control, and improve customer experience and operational performance through an integrated CX intelligence platform. Our solutions span AI-powered, operational audits, real-time feedback, helpdesk and service recovery, client reviews, mystery shopping and performance analytics.

We work with ambitious brands across retail, hospitality, facilities management, healthcare, and franchising who need clarity, consistency, and measurable impact at scale.

As our product ecosystem grows, we are creating a dedicated Product Marketing Manager role to ensure our products are clearly positioned, easy to sell, and tightly aligned to real customer needs.

The Role: Product Marketing Manager

The Product Marketing Manager will own the product narrative, packaging, and go-to market execution for Serve Firsts products and solutions.

This is a commercial, revenue-enabling role sitting at the intersection of product, sales, and marketing. You will be responsible for turning product capability into clear, compelling, sellable offerings that resonate with our target buyers and accelerate pipeline and revenue growth.

This role is not about brand awareness or generic content. It is about product clarity, differentiation, and sales effectiveness.

Key Responsibilities

Product Positioning & Messaging

• Ensure all product messaging, packaging, and enablement is anchored to real buyer needs, pains, and commercial priorities.
• Own positioning, value propositions, and messaging for each Serve First product and solution.
• Translate complex platform capabilities into clear, buyer-focused outcomes.
• Create differentiated messaging by persona (e.g. Operations, CX, Marketing, HR, Franchise).
• Define competitive positioning against legacy CX providers.

Productisation & Packaging

• Define product structure, tiers, and use cases (e.g. pilot rollout scale).
• Help design pricing logic, bundles, and module attachment strategies.
• Ensure every product has a clear why, who, when, and how its sold.

Go-To-Market Execution

• Lead product and solution launches (internal and external).
• Work with marketing to shape campaigns, landing pages, and vertical narratives.
• Ensure consistency of messaging across website, decks, proposals, and outbound.

Sales Enablement

• Equip SDRs and AEs with the tools they need to sell confidently:
  • Product one-pagers
  • Use-case decks
  • Demo narratives
  • Objection-handling guidance
• Act as the single source of truth for product messaging and use cases.
• Partner closely with sales leadership to support pipeline acceleration.
• Define and standardise how Serve First products and solutions are explained and demoed across the sales team.
• Embed key product positioning messaging into discovery, demos, and proposals.

Market & Customer Insight

• Be the voice of the customer
• Gather feedback from sales calls, pilots, wins/losses, and client reviews.
• Feed insight back into messaging, packaging, and product roadmap discussions.
• Continuously refine positioning based on real market response.
• Maintain and evolve competitive positioning on products.
• Monitor competitor narratives and adjust Serve Firsts positioning accordingly.

Launches

• Act as the conduit between Product, Marketing & Sales
• Define launch narratives, target use cases, and success criteria for new products, features or modules.
• Review post-launch performance and refine messaging based on market response.

What Success Looks Like

• Clear, consistent product messaging across all channels.
• Sales teams are confident explaining and positioning Serve First products.
• Stronger differentiation versus competitors.
• Higher module attachment and expansion opportunities.
• Feature and module adoption (shared with sales)
• Uptake of products and add-ons (shared with sales)
• Number of product specific MQLs (shared with sales)
• Fewer lost deals due to better positioning and clearer differentiation.
• Speed of updating positioning after competitor launches, pricing changes, market shifts.

Skills & Experience

Essential

• Experience in Product Marketing, Solution Marketing, or Sales Enablement (B2B).
• Strong understanding of SaaS or platform-based products.
• Proven ability to translate complex products into simple, compelling value. and use cases
• Comfortable working cross-functionally with sales, product, and leadership.
• Commercial mindset with a focus on revenue impact.

Desirable

• Experience in CX, insights, SaaS, or multi-site operational platforms.
• Exposure to verticalised go-to-market strategies.
• Familiarity with enterprise or mid-market sales environments.
• CIM L6 qualification or product marketing certification eg PMA

Personal Attributes

• Clear, structured thinker who enjoys simplifying complexity.
• Confident communicator who can influence without authority.
• Customer-obsessed and evidence-led.
• Pragmatic, hands-on, and delivery focused.
• Comfortable in a fast-moving, evolving business.
• Strong stakeholder manager