About this role
#Ownership
Purpose:
Brewing the world’s most loved beers and building brands consumers love, AB InBev is where ownership, ambition, and action thrive. Our portfolio of iconic brands includes global classics like Stella Artois, Budweiser, and Corona, and well-known favorites such as Camden Hells, Beck’s, and Leffe. We empower you to dream big, lead change, and create a long-lasting legacy. We value relentless problem-solvers who take accountability, embrace challenges, and turn bold goals into results through resilience and hard work.
That’s Who We Are: Come and OWN IT.
The Role:
As PerfectDraft scales across markets and grows its installed base of machines, Customer Service and Aftersales are becoming core drivers of customer trust, retention, and operational efficiency. This role exists to ensure that when things go wrong, we recover quickly, consistently, and at scale — while building a service model that can grow sustainably.
We are looking for a Senior Product Manager – Customer Service & Aftersales to lead the evolution of our customer service and aftersales experience as PerfectDraft scales. The role owns the systems, workflows, and automation that underpin Customer Service and Aftersales, with a strong focus on AI enablement and operational scalability.
This includes product ownership of machine-related aftersales journeys such as diagnostics, repairs, replacements, refurbishments, and end-of-life processes. You will work cross-functionally with Product, Data, Tech, Operations, and Commercial teams to reduce failure demand, improve asset lifecycle management, and build long-term customer trust.
About PerfectDraft
PerfectDraft is AB InBev’s premium at-home beer experience — a connected ecosystem combining hardware, digital services, and an ever-growing range of top-quality beers on tap. We’re on a mission to bring the bar experience home for beer lovers worldwide.
What You’ll Own:
Product Vision & Strategy
Define and own the product vision and roadmap for Customer Service and Aftersales.
Ensure Customer Service is designed as a scalable, product-led capability rather than a reactive operational function.
Align service strategy with wider customer experience, retention, and growth objectives.
Customer Service Platforms & Workflows
Own Customer Service platforms, tooling, and workflows, including platform migration and optimisation.
Define and improve end-to-end issue resolution journeys across channels.
Partner with Tech and Data teams to ensure robust integrations with App, Ecommerce, Machine/IoT, and CRM systems.
AI Automation & Enablement
Lead the definition and delivery of AI-driven Customer Service capabilities (e.g. ticket deflection, intelligent routing, agent assist).
Own experimentation and rollout of automation use cases, balancing efficiency gains with customer experience quality.
Establish success metrics for AI beyond cost reduction, including resolution quality and customer satisfaction.
Track and assess the cost impact of automation initiatives, including cost per ticket, machine replacement rates, and overall cost-to-serve.
Aftersales Experience
Own the end-to-end aftersales journey for PerfectDraft machines across all sales channels (DTC, local community stores, resale partners), including diagnostics, repairs, replacements, refurbishments, and end-of-life processes.
Define and improve customer-facing and internal workflows that support machine care, recovery, and asset lifecycle management.
Track and optimise the cost drivers associated with machine aftersales, including repairs, replacements, refurbishments, and logistics.
Work closely with Operations and Machine product teams to identify root causes of machine issues and drive systemic, scalable fixes.
Reduce failure demand and repeat contacts by feeding machine aftersales insights back into product, platform, and operational roadmaps.
What This Looks Like in Practice:
Own and review Customer Service performance dashboards (CSAT, NPS, response times, cost per ticket) to identify priority problem areas.
Partner with Data/Tech to refine requirements for new AI automation use cases and track their impact on both experience and cost.
Analyse repeat-contact drivers and machine aftersales trends to define product or process changes that reduce failure demand.
Lead communication with country Customer Service teams on product changes, workflow improvements, and tooling updates, while ensuring local teams retain ownership of agent operations.
Own FAQ, help centre, and website updates related to customer support journeys in partnership with Content and Marketing teams.
Align with Operations on aftersales performance, including machine reliability, repair cycles, and replacement costs.
Present progress on CS platform migration, automation initiatives, and cost performance to senior stakeholders.
Who We’re Looking For:
6+ years of product management experience, ideally spanning Customer Service, platforms, or operational products.
Strong experience working with software teams, integrations, and complex workflows.
Proven ability to lead ambiguous, cross-functional initiatives with high business impact.
Data-driven mindset with experience defining and tracking service performance metrics.
Excellent stakeholder management and communication skills
Nice to Have:
Experience with Customer Service platforms, automation, or AI-enabled tooling.
Background in DTC, FMCG, or hardware-enabled services.
Experience supporting market expansion or internationalisation.
Attitude & Approach:
Growth-oriented and commercially minded.
Comfortable orchestrating cross-functional work without direct authority.
Pragmatic, structured, and outcomes-focused.
Curious, adaptable, and confident operating in ambiguity within a matrixed organisation.
What We Offer:
A unique opportunity to shape one of AB InBev’s most exciting consumer digital products.
Autonomy across diverse, high-impact product areas — from commerce to connected technology.
A collaborative, entrepreneurial environment backed by a global brand powerhouse.
Competitive compensation, bonus, and benefits package.
Strong career growth opportunities across AB InBev’s global digital ecosystem.
Benefits & Perks:
Benefits for you and your family to help your physical and mental health
Competitive parental leave and pension double contributions
25 days holidays per year + bank holidays
Employee benefits to help your physical and mental health and overall well-being.
2 volunteer days a year to support your local community
4 employee networks to support diversity and inclusion
Global Bonus
Private Medical Care
26 weeks paid leave for primary caregiver
Why build your career with us
We recruit for mindset, ambition, cultural fit, and growth opportunities.
UNIQUE CULTURE
We are proud to be part of something bigger than ourselves and are passionate about building upon our company’s long legacy. We believe in collaboration and candor, which results in a dynamic culture with open communication.
BRANDS EVERYONE LOVES
We are part of the collective, global history of beer. We are the proud makers of more than 500 iconic brands, from beloved international classics to local favorites.
GROWTH OPPORTUNITIES
Our people grow at the pace of their talent. We empower our people to learn, expand their perspectives, and unlock career growth. In an environment where commitment to excellence pays off, our people are able to deepen their impact and create a long-lasting legacy.
#LI-BudweiserUK&I