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Sr Product Manager, Loyalty Program

Enexus GlobalSan Francisco, CA🇺🇸United States

Quick overview

SeniorityMid Senior
Work modeHybrid
LocationSan Francisco, CA, United States
ConfluenceJiraAgile

Job description

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
    • 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.
    • Strong analytical mindset with the ability to use customer insights and program performance to guide product decisions.
    • 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
  • Own and help shape the product roadmap for customer loyalty, rewards, and membership experiences.
  • Drive enhancements across loyalty capabilities such as:
  • Points earning and redemption
  • Rewards and incentives
  • Loyalty tiers and member status
  • Member benefits and exclusive offers
  • Promotional rewards
  • Enrollment and account experiences
  • Personalized loyalty experiences
  • Customer retention and re-engagement initiatives
  • Translate business goals and customer needs into actionable product requirements and technology solutions.
  • Identify opportunities to improve the overall loyalty member journey across digital and eCommerce channels.
Loyalty Experience & Customer Engagement
  • Partner with Marketing, CRM, eCommerce, and Customer Experience teams to develop loyalty initiatives designed to increase engagement, purchase frequency, retention, and customer lifetime value.
  • Evaluate customer behavior and feedback to identify friction points and opportunities within the loyalty journey.
  • Help ensure loyalty experiences are intuitive, valuable to customers, and aligned with the broader brand and digital customer experience.
  • Continuously assess opportunities to improve rewards, incentives, member benefits, and customer participation.
Product Delivery & Agile Leadership
  • Own and prioritize the functional product backlog for loyalty-related enhancements.
  • Gather requirements from business stakeholders and translate them into well-defined epics, features, and user stories.
  • Create detailed functional requirements and clear acceptance criteria in Jira.
  • Lead requirements discussions, backlog refinement, prioritization, and product enhancement conversations.
  • Partner closely with engineering and development teams throughout design, development, testing, and implementation.
  • Balance customer impact, business value, technical dependencies, and delivery priorities when determining roadmap and backlog sequencing.
Analytics & Continuous Optimization
  • Monitor loyalty program and product performance to identify areas for improvement.
  • Use customer insights, program data, feedback, competitive research, and market trends to guide product decisions.
  • Evaluate how customers engage with rewards and loyalty capabilities and recommend enhancements based on those findings.
  • Partner with appropriate analytics and business teams to evaluate the effectiveness of loyalty initiatives.
Cross-Functional Partnership
  • Serve as a key connection point between business stakeholders and technology delivery teams.
  • Partner across Marketing, eCommerce, CRM, Customer Service, Technology, Analytics, and other business functions.
  • Facilitate requirement and prioritization discussions with stakeholders who may have competing business objectives.
  • Communicate product priorities, roadmap decisions, requirements, dependencies, and delivery status to stakeholders.

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