Senior Product Strategy Manager - Gamification & Customer...

Senior Product Strategy Manager - Gamification and Customer Experience

Location: London, UK

Salary range: £80,000 - £90,000 + share options

Reporting to: VP of Customer Success

About Us

Duel is a SaaS company on a mission to make Brand Advocacy the industry standard philosophy for building brilliant retail brands. It was founded by world record-breaking adventurer and former brand ambassador Paul Archer, alongside viral games developer Naio Tsarouchis.

We exist to show that companies built for advocacy can change the world. We believe there’s a better way to build businesses, and we seek to prove that caring for people over short-term sales builds Brand, which in turn yields long-term and exponential profit returns thanks to the advocacy it drives.

The Duel Brand Advocacy Solution allows enterprise brands to do just that, scaling how they manage their relationships with thousands of advocates, customers, creators and brand ambassadors. We’re proud today that 60 brands such as Abercrombie & Fitch, Charlotte Tilbury, Spanx, Victoria’s Secret, LUSH and Elemis (to name a few, but not to name some household names that we can’t talk about… yet) are doing just that. The Duel team comprises psychologists, brand experts and community builders, combining cutting-edge brand expertise with seasoned SaaS experience.

The Role

At Duel, we don’t just build, we’re building a category to be recognised as the philosophy for building brilliant retail brands. Whether it’s a relationship, a piece of content, an idea, or a framework, we create with purpose to maximise impact.

We’re looking for a Senior Product Strategy Manager who thrives in complexity. Someone who can jump into the heart of our enterprise brand programs, uncover what’s working (and what’s not), and design scalable ways to test, measure, and evolve our approach.

We’re good at building programs, but we know we can be brilliant at building the program blueprint. Right now, we’re running high-impact initiatives with global brands, but there’s a missing link: we need clearer standards, smarter insights, and sharper execution.

This role is all about crafting personalised user experiences, designing intelligent customer journeys, and driving engagement through gamification. It’s ideal for someone who thrives at the intersection of Customer Success and Product, translating real user insights into impactful, scalable experiences.

We’re looking for someone who will…

• Act as the strategic connection between Customer Success and Product, championing the end-to-end advocate experience and ensuring that every journey is personalised, purposeful, and high-converting.
  

• Continuously evaluate the performance of live customer programs combining usage data, client feedback, and advocate insights to identify where the journey breaks down, and where engagement can be deepened.
  

• Use behavioural thinking and gamification design to structure advocate experiences that truly motivate, tapping into psychology-backed tactics to increase retention, referrals, UGC creation, and brand loyalty.
  

• Partner closely with our Product, UX, and Data teams to inform roadmap priorities and experience improvements grounded in real-world interaction patterns and friction points.
  

• Own the development of scalable program strategies that deliver tangible business impact for our clients from increased content generation and referrals, to stronger community participation and long-term brand advocacy.
  

• Lead cross-functional initiatives that align Customer Success insights with product iteration ensuring client needs, user behaviours, and platform capabilities are always moving in sync.
  

• Bring a bias toward experimentation and iteration: testing, measuring, and refining programs based on live data, behavioural cues, and evolving customer needs never settling for “good enough.”
  

We’d love to hear from you if…

• If you have 4–6+ years of experience in Consumer behavior, gamification design, or customer experience (CX) user journeys especially within eCommerce, D2C, or consumer tech environments.

• You’ve designed or optimised consumer journeys that deliver real, measurable impact, think increased referrals, higher engagement, stronger retention, or revenue growth.

• You have experience with gamification mechanics or behavioural psychology principles, and understand how to apply them to drive real user motivation and action.

• You’re confident working with data, not just to report results but to uncover insights and drive strategic decisions.

• You approach every challenge with empathy for the end user, you instinctively ask, “Would I do this?” and build with real advocates in mind.

• You’re comfortable collaborating across functions and working closely with Product, Customer Success, and Data teams to deliver outcomes that are as seamless as they are effective.

• You’ve experimented with integrated UGC platforms, referral tools, or advocacy systems, and know what it takes to make them effective for both brands and end users.

• You’re familiar with customer journey mapping, funnel performance analysis, or CRM workflows, and can confidently contribute to discussions around lifecycle strategy.

• You’ve collaborated closely with UX or design teams, while you’re not a designer yourself, you understand their language, tools, and process, and know how to contribute meaningfully to experience-focused work.

The Dueligan Culture

• We want to build a remarkable company with remarkable people and a remarkable culture that you will want to shout from the rooftops about. Advocacy is our north star, both for our customers and our employees.

• A High Trust, Tight Ship, full of Utterly Lovely & Bloody Brilliant People doing their Best Work Together

• We value trust and freedom above all else. Yet this must be combined with deep ownership, execution, and clear, candid communication. If this is not how you are at Duel, or you break that trust, you will not be around for long.

• Dualigans combined are the largest shareholders in Duel. We take that concept of ownership seriously.

Duel Perks and Package

We do much of our best work as a team together in the office, which is why we are only hiring people within a commutable distance of our London or New York offices. However, we also know that we do our best work alone at home, and we all need to be able to balance work with life, childcare commitments, and other responsibilities. The office philosophy is hybrid, where you're encouraged to be in the office a few days a week, namely when your team will be there.

However, the name of the game with everything we do is freedom and flexibility. So you do, as long as it's not at the expense of others.

A growing benefits package, including;

• Company MacBook

• £350 WFH Set-Up

• Headspace Contributions

• Personal Development budget and support

• 2 additional days leave for volunteering