Sr. Product Manager - CRM & Customer Engagement

We are seeking an experienced Product Manager to lead the evolution of our customer, store, and franchise-facing digital experiences. In this role, you will define product strategy, own the product roadmap, and collaborate with cross-functional teams to deliver innovative CRM and customer engagement solutions.

The ideal candidate combines strong product management expertise with experience in CRM platforms, lifecycle marketing, customer journey orchestration, analytics, and Agile product delivery. You are passionate about creating exceptional user experiences, making data-driven decisions, and driving products from concept through launch.

Responsibilities

• Own the product roadmap for CRM and customer engagement initiatives, ensuring alignment with business goals and customer needs.
• Define, prioritize, and deliver product features based on user research, customer feedback, market trends, and business objectives.
• Conduct user research and analyze customer insights to improve product functionality and user experience.
• Partner with Engineering, UX/UI Design, Marketing, Sales, Operations, and other stakeholders to deliver high-quality products.
• Monitor product performance using KPIs, customer analytics, and operational metrics to identify opportunities for optimization.
• Present product strategy, roadmap updates, and data-driven recommendations to leadership and executive stakeholders.
• Drive Agile product development by managing backlogs, writing user stories, prioritizing features, and participating in sprint planning.
• Develop scalable processes that improve product development, release management, and operational efficiency.
• Coordinate product launches and ensure successful implementation across business teams.
• Create and maintain product documentation, including requirements, user stories, release notes, and knowledge base articles.
• Ensure products comply with organizational standards, governance, and best practices.
• Collaborate with CRM, Marketing, and Customer Success teams to optimize customer engagement strategies and lifecycle campaigns.

• Bachelor's degree in Business, Marketing, Computer Science, Information Systems, Engineering, or a related field.
• 4-6 years of Product Management experience with ownership of product roadmaps and feature delivery.
• Experience working with CRM, Customer Engagement, Lifecycle Marketing, or Marketing Technology platforms.
• Strong understanding of:
• Customer Segmentation
• Customer Journey Orchestration
• Personalization
• Campaign Automation
• Email Marketing
• SMS Campaigns
• Push Notifications
• In-App Messaging
• Experience working within Agile/Scrum environments.
• Hands-on experience with Jira, Confluence, Trello, or similar Agile project management tools.
• Strong analytical skills with experience using product metrics and customer data to drive decisions.
• Excellent written, verbal, and presentation skills.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Experience with Customer Data Platforms (CDPs).
• Experience with Marketing Automation platforms.
• Experience with Product Analytics and Campaign Analytics.
• Experience supporting digital customer experiences in retail, restaurant, hospitality, or consumer-facing organizations.
• Familiarity with A/B testing, experimentation, and customer behavior analytics.
• Experience collaborating with UX/UI teams on customer-facing products.

Technical Skills

• Product Management
• Product Roadmaps
• Agile / Scrum
• Jira
• Confluence
• Trello
• CRM Platforms
• Customer Data Platforms (CDP)
• Marketing Automation
• Campaign Analytics
• Customer Journey Mapping
• Customer Segmentation
• Lifecycle Marketing
• Email Marketing
• SMS Marketing
• Push Notifications
• In-App Messaging
• Product Analytics
• Data Analysis
• Microsoft Excel
• SQL (Preferred)

Key Competencies

• Strategic Thinking
• Product Ownership
• Customer-Centric Mindset
• Analytical Problem Solving
• Cross-Functional Leadership
• Communication & Presentation Skills
• Process Improvement
• Attention to Detail
• Operational Excellence
• Decision Making
• Stakeholder Management

Why Join Us?

You'll have the opportunity to shape customer experiences that impact millions of users while working alongside talented cross-functional teams in a collaborative, innovative environment. If you're passionate about building products that drive engagement, improve customer satisfaction, and deliver measurable business results, we'd love to hear from you.

Pulled from the full job description

• Referral program
• Health insurance
• 401(k) matching
• Vision insurance
• Health savings account
• Dental insurance, * 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Referral program
• Vision insurance