Senior/Principal Product Manager, Retention

THE ROLE

Senior/Principal Product Manager, Retention

We are looking for an accomplished Product leader to work with Business, Tech, and Data partners to build world-class retention and CRM capabilities and drive the organization forward. The ideal candidate has deep expertise in building AI and automation as well as in CRM, lifecycle marketing, and customer engagement platforms. Most importantly, they have demonstrated the ability to learn quickly and move fast. They know how to build technology and use it to transform how teams operate. They understand the interplay of operations, technology, data, and reporting, and they are a catalyst for change. 

Responsibilities

• Define the product vision, strategy, and roadmap for Quince's CRM and Retention Technology, working closely with the Sr. Director of Retention, the Chief Growth Officer,  and the data team
• Be the subject matter expert in CRM data, lifecycle tooling, and the platforms we use; understand our existing stack and how to optimize it
• Collaborate with retention marketing, data science, and engineering to develop the strategy for lifecycle orchestration, customer segmentation, and personalization tech
• Build autonomous systems to monitor and deliver personalized communications across email, SMS, push, and in-app channels
• Build the platform to seamlessly integrate multiple CRM channels and connect lifecycle signals back to the growth and acquisition teams
• Work with business and technology teams to enable development of a personalization engine and audience segmentation for targeting, lifecycle triggering, and LTV optimization
• Consider and vet possible third-party CRM, CDP, and ESP vendors that may help in Quince's endeavor
• Testing and growth mentality – continuous testing of new lifecycle programs and messaging strategies

Goals

• Build and execute the strategy to automate lifecycle triggers and scale them across channels, markets, and customer segments
• Build the reporting and insights for retention metrics including repeat purchase rate, LTV, churn, and incremental revenue from CRM
• Include behavioral and lifecycle signals in targeting and personalization across all owned channels
• Embed rigor around data quality and data-driven decision making in the execution
• Build low-touch processes, self-serve solutions, and automation to eliminate the involvement of engineering in business-as-usual (BAU) activities - reduce engineering time spent in BAU activities to <5%
• Develop internal platform and operational dashboards for retention marketers for effective lifecycle campaign management

Required Qualifications

• 5+ years of experience defining and launching excellent products
• Proven ability to influence cross-functional teams without formal authority
• AI and technical background
• Excellent written and verbal communication skills
• Passion for using data to answer Product/Engineering questions
• Capable of tackling very loosely defined problems
• Experience with CRM platforms, ESPs, CDPs, lifecycle automation, experimentation, and personalization tools
• Ability to build AI tools to achieve goals and foster AI adoption across the organization