Job Title: Sr Product Manager, Loyalty Program
Duration:12 Months
Location: 4 days in office (M-Th), WFH Friday. No exceptions.
Primarily location must be San Francisco, CA
Work Authorization: No restrictions
Interview Process: 2-3 rounds virtual
Detailed Job Description:
Must Have Qualifications
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10+ years of Product Management experience within a technology-driven organization.
- Direct experience supporting customer loyalty, rewards, membership, or retention programs.
- Strong experience working within the eCommerce or digital customer experience domain.
- Understanding of loyalty concepts including rewards, points, tiers, incentives, member benefits, enrollment, and redemption experiences.
- Demonstrated experience gathering business requirements and translating them into actionable technology requirements.
- Strong experience creating user stories, functional requirements, and detailed acceptance criteria.
- Hands-on experience with Jira and Confluence.
- Experience managing and prioritizing a functional product backlog.
- Proven ability to partner effectively with development and engineering teams.
- Strong stakeholder-management skills with the ability to bridge business needs and technical delivery.
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Strong analytical mindset with the ability to use customer insights and program performance to guide product decisions.
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Experience managing loyalty capabilities within a retail, consumer, or eCommerce environment.
- Experience with loyalty platforms or technology supporting points, rewards, offers, promotions, tiers, or member benefits.
- Experience working across interconnected eCommerce, CRM, marketing, customer data, and loyalty systems.
- Familiarity with customer segmentation and personalized loyalty experiences.
- Experience supporting large-scale digital transformation or modernization initiatives involving loyalty or customer engagement.
Detailed Overview of Day-to-Day Duties:
Loyalty Program Strategy & Product Ownership
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Own and help shape the product roadmap for customer loyalty, rewards, and membership experiences.
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Drive enhancements across loyalty capabilities such as:
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Points earning and redemption
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Rewards and incentives
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Loyalty tiers and member status
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Member benefits and exclusive offers
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Promotional rewards
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Enrollment and account experiences
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Personalized loyalty experiences
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Customer retention and re-engagement initiatives
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Translate business goals and customer needs into actionable product requirements and technology solutions.
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Identify opportunities to improve the overall loyalty member journey across digital and eCommerce channels.
Loyalty Experience & Customer Engagement
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Partner with Marketing, CRM, eCommerce, and Customer Experience teams to develop loyalty initiatives designed to increase engagement, purchase frequency, retention, and customer lifetime value.
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Evaluate customer behavior and feedback to identify friction points and opportunities within the loyalty journey.
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Help ensure loyalty experiences are intuitive, valuable to customers, and aligned with the broader brand and digital customer experience.
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Continuously assess opportunities to improve rewards, incentives, member benefits, and customer participation.
Product Delivery & Agile Leadership
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Own and prioritize the functional product backlog for loyalty-related enhancements.
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Gather requirements from business stakeholders and translate them into well-defined epics, features, and user stories.
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Create detailed functional requirements and clear acceptance criteria in Jira.
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Lead requirements discussions, backlog refinement, prioritization, and product enhancement conversations.
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Partner closely with engineering and development teams throughout design, development, testing, and implementation.
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Balance customer impact, business value, technical dependencies, and delivery priorities when determining roadmap and backlog sequencing.
Analytics & Continuous Optimization
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Monitor loyalty program and product performance to identify areas for improvement.
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Use customer insights, program data, feedback, competitive research, and market trends to guide product decisions.
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Evaluate how customers engage with rewards and loyalty capabilities and recommend enhancements based on those findings.
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Partner with appropriate analytics and business teams to evaluate the effectiveness of loyalty initiatives.
Cross-Functional Partnership
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Serve as a key connection point between business stakeholders and technology delivery teams.
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Partner across Marketing, eCommerce, CRM, Customer Service, Technology, Analytics, and other business functions.
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Facilitate requirement and prioritization discussions with stakeholders who may have competing business objectives.
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Communicate product priorities, roadmap decisions, requirements, dependencies, and delivery status to stakeholders.
