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Retention & Loyalty Domain Lead
2 semanas atrás
At AUTODOC, our mission doesn't stop at the first purchase — it's about turning first-time buyers into lifelong customers. We're seeking a Group Product Manager to lead the Retention & Loyalty domain. This critical role oversees multiple product teams driving promotion tooling, user retention, loyalty programs, CRM infrastructure, and customer lifetime value across AUTODOC's European
markets. You'll define the strategy for keeping users active, loyal, and delighted. You'll lead cross-functional teams to ship personalised lifecycle journeys, re-engagement mechanisms, and scalable loyalty features.
Key Responsibilities
Domain Leadership
- Own and evolve the product vision for the Retention & Loyalty domain, covering promotions, CRM tooling, loyalty programs, incentives, and subscription mechanics.
- Manage and grow a team of product managers responsible for various retention pillars (emails, push, points & rewards, reactivation).
- Represent the domain in product leadership forums, quarterly planning, and stakeholder updates.
- Balance experiments and tactical wins with long-term customer loyalty infrastructure.
Product Execution
- Build and lead roadmap of retention journeys: welcome flows, replenishment nudges, offers, reactivation, etc.
- Partner with CRM, marketing, and UX to optimise all user touchpoints across channels (email, app push, in-app, SMS).
- Oversee loyalty mechanics — from point-based programs to value tiers and reward triggers.
- Align product development with GDPR and user consent preferences across markets.
Customer & Business Impact
- Drive improvements in repeat purchase rate, customer lifetime value (LTV), retention rate, and churn.
- Deeply understand why users stay or leave — use qualitative and quantitative insights to shape roadmap.
AI Integration
- Partner with data science teams to implement churn prediction models and trigger-based reactivation logic.
- Use AI for personalised messaging, and next-best-offer logic across channels.
- Explore dynamic incentive models (e.g., discount types based on segment behavior or margin optimisation).
People & Process
- Mentor and guide PMs within the group — foster career growth, alignment, and product quality.
- Drive high execution standards and fast learning cycles through lean experimentation and rigorous measurement.
- Build strong collaboration rituals with cross-functional partners (CRM, content, brand, promo, legal).
Requirements
- 4+ years of product management experience, including 2+ years as a Group/Product Lead or Senior PM managing others.
- Demonstrated success in retention, loyalty, CRM, or lifecycle marketing at scale (ideally in e-commerce or subscription models).
- Proficient in working with data, funnels, and CRM platforms (e.g., Braze, Salesforce, Amplitude, BigQuery).
- Experience with personalisation, churn models, or incentive optimisation is a strong plus.
- Deep empathy for the user and ability to translate insights into repeatable retention mechanics.
- Strong communication, leadership, and strategic thinking skills.
- Fluent in English (written and spoken); other languages are a plus.
Join us at AUTODOC and shape how millions of drivers stay engaged, rewarded, and loyal to our brand. If you're passionate about
user journeys, CRM innovation, and creating habits through great product experiences, we'd love to hear from you. Apply now and
lead the next wave of customer retention in European e-commerce.
Join us today and let's create a success story together
