Product Manager

Role Overview

We are seeking an experienced Product Manager to own the Loyalty product domain for a B2B digital platform serving professional automotive repair shops, fleet operators, and commercial buyers. This role is responsible for designing, growing, and optimizing loyalty and rewards programs that drive customer retention, repeat purchases, engagement, and lifetime value.

The Loyalty PM owns the end-to-end loyalty experience, including rewards accrual, redemption, tier management, promotions, personalized incentives, partner benefits, and engagement campaigns. This is a high-impact role at the intersection of customer retention, commerce, customer analytics, marketing, and digital experience.

The ideal candidate brings strong B2B or automotive commerce product experience, deep customer-centric thinking, and the ability to drive measurable business outcomes through loyalty and retention initiatives.

Key Responsibilities

Product Strategy & Roadmap Ownership

• Own the product vision, strategy, and roadmap for the Loyalty domain, including rewards programs, tier structures, incentive campaigns, customer engagement initiatives, and partner programs.
• Define and prioritize features based on customer needs, business impact, retention opportunities, and technical feasibility.
• Build and maintain a structured product backlog that balances customer value, revenue growth, and platform scalability.
• Create PRDs, user stories, and acceptance criteria that enable efficient delivery.
• Define measurable loyalty KPIs including retention, repeat purchase rate, redemption rate, engagement, and customer lifetime value.

Customer Discovery & Member Insights

• Develop a deep understanding of professional buyer behaviors, purchasing patterns, and loyalty drivers.
• Conduct customer interviews, surveys, user research sessions, and data analysis to identify opportunities for improving customer retention.
• Translate customer insights into scalable loyalty experiences and engagement strategies.
• Partner with sales, customer success, marketing, and business stakeholders to validate customer needs and product direction.

Loyalty Program Ownership

• Own loyalty program design including points accrual, points redemption, rewards catalog, loyalty tiers, and customer recognition initiatives.
• Define requirements for targeted offers, promotions, bonus point campaigns, referral programs, and seasonal incentives.
• Drive personalization capabilities based on customer behavior, purchasing patterns, and engagement history.
• Optimize loyalty experiences across web, mobile, and digital channels.
• Define customer journeys from enrollment through engagement, redemption, and advocacy.

Customer Analytics & Data Foundation

• Partner with engineering and analytics teams to establish customer data models that support loyalty program execution and measurement.
• Define analytics instrumentation requirements for loyalty engagement, customer retention, and campaign performance.
• Monitor customer cohorts, churn metrics, reward utilization, and lifetime value trends.
• Leverage experimentation and A/B testing to continuously improve loyalty program effectiveness.

Delivery & Cross-functional Leadership

• Drive end-to-end feature delivery in an Agile environment from ideation through release and optimization.
• Collaborate closely with engineering, architecture, marketing, customer success, and business teams.
• Communicate strategy, program performance, roadmap priorities, and business outcomes to executive stakeholders.
• Manage dependencies across loyalty, commerce, customer data, CRM, promotions, and marketing platforms.

Required Qualifications

• 7 years of product management experience with ownership of customer engagement, loyalty, rewards, retention, CRM, or commerce-related products.
• Strong understanding of loyalty program fundamentals including rewards structures, customer segmentation, lifecycle management, and retention strategies.
• Experience defining and launching customer engagement initiatives and retention programs.
• Proven ability to develop product strategy using customer research, analytics, and market insights.
• Experience writing PRDs, user stories, and acceptance criteria for complex customer-facing products.
• Strong analytical skills with experience measuring retention, engagement, conversion, and customer lifetime value.
• Hands-on Agile delivery experience including backlog management, sprint planning, and release management.
• Excellent stakeholder management and communication skills.

Preferred Qualifications

• Experience in automotive aftermarket, automotive commerce, retail loyalty, or B2B procurement platforms.
• Experience managing rewards programs, membership programs, or customer retention initiatives.
• Understanding of customer segmentation, lifecycle marketing, and personalization strategies.
• Experience with CRM platforms such as Salesforce, Adobe Experience Cloud, Braze, HubSpot, or similar solutions.
• Experience with AI/ML-driven personalization and recommendation engines.
• Familiarity with customer data platforms (CDP), analytics tools, and marketing automation systems.
• Understanding of omnichannel customer experiences across web, mobile, email, and digital commerce channels.
• CSPO, SAFe POPM, or equivalent Agile certification.

Core Skills

• Loyalty & Rewards Product Management
• Customer Retention & Engagement Strategy
• Loyalty Program Design & Optimization
• Customer Segmentation & Personalization
• Rewards, Points & Tier Management
• Promotions & Incentive Programs
• Customer Journey Mapping
• CRM & Marketing Technology Platforms
• Customer Analytics & KPI Definition
• Customer Lifetime Value (CLV) Optimization
• Agile Product Delivery
• Cross-functional Stakeholder Management
• A/B Testing & Experimentation
• Customer Insights & Behavioral Analytics
• Revenue Growth & Retention Strategy

Key Success Metrics: Customer Retention Rate, Repeat Purchase Rate, Loyalty Enrollment, Active Member Engagement, Redemption Rate, Average Order Frequency, Customer Lifetime Value (CLV), and Loyalty-Driven Revenue Growth.