About the Role
We are seeking a
Product Manager Loyalty Management System (LMS) to lead the design, implementation, and optimization of a group-wide loyalty platform. This role is key to driving customer retention, engagement, and lifetime value through data-driven, personalized, and omnichannel loyalty experiences.
The ideal candidate brings strong experience in loyalty or CRM platforms, digital ecosystems, and cross-functional product delivery.
Key Responsibilities
- Product Ownership & Strategy
- Own and drive the product roadmap for the Loyalty Management System (LMS).
- Align product initiatives with business goals, customer engagement strategies, and growth objectives.
- Lead the end-to-end lifecycle of loyalty features across in-store, online, and mobile channels.
- Identify opportunities for personalization, gamification, and rewards optimization.
- System Development & Integration
- Gather and define business requirements, user journeys, and use cases.
- Oversee integrations with systems such as POS, mobile apps, CRM, e-commerce, and payment platforms.
- Collaborate with internal teams and vendors to build scalable and secure solutions.
- Ensure seamless interoperability across platforms and partner ecosystems.
- Data-Driven Decision Making
- Partner with analytics and marketing teams to derive insights from customer data.
- Optimize campaigns, loyalty structures, and program tiers using performance metrics.
- Track and improve KPIs such as customer lifetime value (CLTV), retention, and engagement.
- Stakeholder Management
- Collaborate with cross-functional teams (Marketing, IT, Retail, Finance, Digital).
- Act as the key liaison between business stakeholders and external vendors.
- Ensure alignment between product delivery, branding, and customer experience.
- Governance & Compliance
- Manage loyalty program policies, terms & conditions, and compliance requirements.
- Ensure adherence to data privacy, security standards, and audit requirements.
- Maintain proper documentation including BRDs, SOPs, and integration guides.
Requirements
Education & Experience
- Bachelor's degree in Business, Marketing, IT, or related field.
- 36 years of experience in product management, loyalty platforms, CRM, or customer engagement systems.
- Proven track record in delivering digital products or customer programs.
Domain Knowledge
- Strong understanding of loyalty mechanics (points, cashback, tiers, rewards).
- Familiarity with customer lifecycle management and omnichannel engagement.
- Experience working with CRM/CDP platforms and integrated ecosystems.
- Understanding of APIs and system integrations.
Skills & Competencies
- Strong analytical and data-driven mindset.
- Excellent stakeholder management and communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience working in Agile environments and with external vendors.
- Highly organized with strong attention to detail.
