CRM Product Manager

Job Summary:

Product Manager is responsible for elevating and modernizing our customer, store, and franchise-facing experiences. As a Product Manager leader, you''''ll spearhead the development of new experiences that will not only transform the business but also shape our digital future. You will be responsible for defining product features, analyzing data trends, ensuring the smooth execution of product initiatives, and optimizing operational processes. This role requires a blend of strategic thinking, analytical skills, and operational excellence.

Duties and Responsibilities:

· Define and prioritize product features and enhancements based on user needs, market trends, and business goals.

· Conduct user research and gather feedback to inform product decisions.

· Monitor and analyze product performance metrics, identifying areas for improvement and generating actionable insights.

· Develop and maintain a product roadmap, ensuring alignment with company objectives.

· Present data-driven recommendations to stakeholders and senior management.

· Collaborate with cross-functional teams, including engineering, design, marketing, and sales, to deliver high-quality products.

· Develop and implement processes to streamline product development and release cycles to ensure smooth product launches and updates.

· Manage product documentation, including specifications, user guides, and release notes.

· Ensure compliance with industry standards and best practices in product operations.

Qualifications:

· Bachelor''''s degree.

· 4-6 years of experience in product management, preferably within CRM, Lifecycle marketing or customer engagement platforms – with a track record of owning product roadmaps.

· Familiarity with CRM concepts such as customer segmentation, lifecycle/journey orchestration, personalization and campaign automation across Email, SMS, In-app, push.

· Experience with Agile methodologies and project management tools (e.g., Jira, Trello).

· Proficiency with product operations tools relevant to CRM - including campaign analytics, customer data platforms (CDPs), marketing automation tools, and internal knowledge/documentation management (e.g. Confluence) is highly desirable.

Key Traits and Skills:

· Analytical Ability: Strong analytical skills with the ability to synthesize trends in data and make informed decisions.

· Problem-Solving Skills: Excellent problem-solving abilities, with a proactive approach to identifying and addressing challenges.

· Communication: Strong verbal and written communication skills, with the ability to convey complex ideas clearly and concisely.

· Collaboration: Ability to work effectively in a cross-functional team environment.

· Attention to Detail: High attention to detail, ensuring accuracy and quality in all deliverables.

· Technical Acumen: Working knowledge of CRM and lifecycle marketing platforms, including customer data platforms, journey orchestration and campaign automation.

· Operational Excellence: Experience in optimizing workflows and processes to improve efficiency.