Portfolio Lead Omnichannel CX

Are you ready to help Rituals create more focus, transparency and impact across our Omnichannel Customer Experience (Omni CX) portfolio? Join us and help shape how we make sharper choices, align priorities, and turn our digital strategy into meaningful customer and business value.

Rituals Digital spans a wide variety of disciplines, from web, app, point of sale, loyalty and customer service to content, CRM, data, platforms, architecture and delivery. That makes the portfolio both exciting and complex: many opportunities, many dependencies, and many teams that need to move in the same direction. As Portfolio Lead, you help bring that together into one clear view of priorities, trade-offs and value.

You work closely with the Enterprise Portfolio function to ensure Digital initiatives are aligned with enterprise priorities, integrated into broader planning and governance processes, and transparent in cross-functional investment and capacity decisions.

Share your talents

Do you want to play a key role in how Digital decides what matters most, where we invest our capacity, and how we protect teams from doing too much at the same time?

Are you someone who can bring structure without creating bureaucracy, challenge priorities with a clear business rationale, and connect strategy, customer value, technology and delivery into one shared view?

In this role, you operate across the full breadth of Rituals Digital. You work with product, technology, design, analytics, delivery and business stakeholders to connect ambition with execution. From customer-facing journeys to platform capabilities and enabling disciplines, you help ensure that the right work receives the right focus at the right moment.

If you enjoy working at the heart of a fast-moving digital organisation, balancing short-term delivery with long-term strategic choices, this Portfolio Lead Omni CX role could be the perfect fit.

We are looking for a leader who can help Rituals Digital move from “everything runs” towards sharper focus, clearer sequencing and stronger alignment. The role is about creating transparency, enabling better decisions, and helping teams work with aligned autonomy: clear priorities and boundaries, while keeping ownership close to the teams.

Meet the team

You will be part of the Digital organisation and work closely with the Digital Management Team to create focus, alignment and transparency across the full Digital portfolio.

Digital at Rituals brings together a wide range of disciplines, including Digital Trading, Digital Marketing & CRM, Content & Design, Digital Product, Digital Architecture, Customer Relations, Digital & Customer Insights, Marketplaces, OmniTech, Data and Tech & Data partners. Together, these teams shape and deliver the digital customer experience across web, app, commerce, loyalty, service, content, marketing, platforms and enabling capabilities.

As Portfolio Lead, you own the Omni CX portfolio view and have the mandate to bring disciplines together around clear priorities, sequencing, dependencies and trade-offs. You steer the translation of strategic priorities into focused choices, realistic roadmap decisions and clear trade-offs across teams, making sure decisions are explicit, transparent and capacity-backed.

Your role will involve:

• Leading the Digital Portfolio process and ensuring initiatives are aligned with Rituals’ strategic priorities, customer value and business outcomes.
• Creating one clear view of priorities, dependencies, roadmap choices, capacity needs and investment trade-offs across Digital and Tech & Data.
• Helping Digital MT, teams and stakeholders make sharper decisions through a clear intake, prioritisation and value framework.
• Protecting teams from overcommitment and shifting priorities, while enabling ownership within clear portfolio boundaries.

Responsibilities

As the Portfolio Lead you will:

• Own the Digital portfolio governance and decision rhythm, ensuring the right topics are reviewed, prioritised, sequenced or stopped at the right moment.
• Own and facilitate the portfolio rhythm, including Portfolio Sync, portfolio refinement, PI Planning input, and roadmap discussions.
• Set and guard the standards for portfolio intake, prioritisation and roadmap decision-making, including clarity on value, ownership, dependencies, risk, cost and capacity.
• Create transparency on the overall roadmap, including ongoing work, new demand, dependencies, risks, capacity gaps and investment trade-offs.
• Drive a clear intake process for new and ongoing work, ensuring topics have sufficient clarity on scope, value, dependencies and capacity before they scale.
• Facilitate alignment between Digital, Tech & Data, business stakeholders and product teams so strategic priorities are translated into realistic, capacity-backed execution plans.
• Build trust in the portfolio process by keeping it pragmatic, transparent and helpful for teams, avoiding unnecessary bureaucracy while creating the discipline needed to scale.
• Ensure Digital MT and senior stakeholders have the transparency needed to make informed trade-off decisions across business impact, customer value, technology constraints and team capacity.

When are you successful

• Digital has one clear and trusted portfolio view, giving leadership and teams transparency on priorities, roadmap, dependencies, risks, capacity and investment choices.
• New work follows a clear intake and prioritisation process, instead of starting randomly or based on stakeholder pressure.
• Digital MT and portfolio stakeholders make sharper choices, including conscious sequencing, pausing or redefining work where needed.
• Teams experience more focus and fewer shifting priorities, while keeping ownership of delivery within clear portfolio boundaries.
• Digital and Tech & Data have a stronger shared view of priorities, required capacity, dependencies and roadmap commitments.
• Portfolio governance helps speed up decision-making and alignment, rather than slowing teams down with unnecessary process. ​

• Strong experience in portfolio management, product operations, lean portfolio management, program management or a similar role in a digital, retail, e-commerce or omnichannel environment.
• A strong understanding of Product Operating Models, agile ways of working, portfolio governance, PI Planning, roadmap management and value-based prioritisation.
• The ability to translate OGSM/OKRs into executable priorities, while keeping teams focused on customer and business outcomes.
• A pragmatic leadership style: structured enough to create clarity, but flexible enough to avoid unnecessary bureaucracy.
• Strong stakeholder management skills and the confidence to challenge senior stakeholders constructively when priorities, scope or capacity are not aligned.
• Experience working across business, product, technology, design, analytics and delivery teams.
• A strong eye for dependencies, risks, capacity constraints and trade-offs across teams and platforms.
• A data-driven and outcome-focused mindset, with the ability to connect KPIs, business value, customer insights and delivery progress into meaningful decision-making.
• A coaching leadership style that enables teams to take ownership, while protecting them from overcommitment and unclear priorities.

Location and Working Conditions

We offer flexibility, but this role requires a strong on-site presence to stay close to Digital teams, Tech & Data, leadership and key stakeholders. The Portfolio Lead plays an important connecting role across teams, so regular collaboration from the office is important.

Grow with us and please apply via the website. The next steps are:

• Our recruiter will contact you within 10 working days.
• You will have an introductory meeting with a team member and the hiring manager.
• In the second interview, you will give a short presentation.
• If all goes well, we will send you a proposal with the terms of employment.

If you have any questions, please contact frederik.vanzeggeren@rituals.com. Applications via email will not be considered.