About the Role
We are seeking a seasoned Product Manager to lead our Retention and Loyalty initiatives.
The ideal candidate will be responsible for developing and executing a product vision that drives customer loyalty and retention.
* Develop and evolve the product vision for the Retention and Loyalty domain, covering promotions, CRM tooling, loyalty programs, incentives, and subscription mechanics.
* Manage and grow a team of product managers responsible for various retention pillars (emails, push, points & rewards, reactivation).
* Represent the domain in product leadership forums, quarterly planning, and stakeholder updates.
This role requires a strategic thinker with strong leadership skills who can balance experiments and tactical wins with long-term customer loyalty infrastructure.
Key Responsibilities:
* Build and lead roadmap of retention journeys: welcome flows, replenishment nudges, offers, reactivation, etc.
* Partner with CRM, marketing, and UX to optimize all user touchpoints across channels (email, app push, in-app, SMS).
* Oversee loyalty mechanics — from point-based programs to value tiers and reward triggers.
* Align product development with GDPR and user consent preferences across markets.
Delivering Results:
* Drive improvements in repeat purchase rate, customer lifetime value (LTV), retention rate, and churn.
* Deeply understand why users stay or leave — use qualitative and quantitative insights to shape roadmap.
Working with AI:
* Partner with data science teams to implement churn prediction models and trigger-based reactivation logic.
* Use AI for personalized messaging, and next-best-offer logic across channels.
* Explore dynamic incentive models (e.g., discount types based on segment behavior or margin optimization).
Mentoring and Collaboration:
* Mentor and guide PMs within the group — foster career growth, alignment, and product quality.
* Drive high execution standards and fast learning cycles through lean experimentation and rigorous measurement.
* Build strong collaboration rituals with cross-functional partners (CRM, content, brand, promo, legal).