Loyalty Product Manager

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

• Loyal…