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.

Sr Product Manager, Loyalty Program

Key skills

About this role