- Company Name
- RCL - Reitmans Canada Ltd/Ltée
- Job Title
- Digital Product Manager - Customer Engagement
- Job Description
-
**Job Title**
Digital Product Manager – Customer Engagement
**Role Summary**
Own end‑to‑end lifecycle of customer engagement products across multiple fashion brands. Translate engagement strategy into product roadmaps, prioritise feature development, and ensure technology investments deliver measurable business value. Lead a team of product owners and coordinate with IT, marketing, and external vendors for cross‑functional delivery.
**Expectations**
- Deliver product roadmaps that drive customer growth and CLTV.
- Lead the planning, execution, and continuous improvement of engagement solutions.
- Mentor and manage a product owner team; collaborate with stakeholders across Digital, Marketing, and IT.
- Maintain clear communication of vision, priorities, and performance metrics.
**Key Responsibilities**
1. Translate customer engagement strategy into product roadmaps and prioritise features based on business impact, ROI, and customer journeys.
2. Conduct customer journey mapping and lifecycle communication planning.
3. Partner with IT and external vendors to deliver CRM, loyalty, and journey orchestration solutions on time and budget.
4. Track product performance, analyse metrics, and report results to stakeholders.
5. Lead change management, training, and adoption initiatives for internal users.
6. Stay abreast of emerging engagement technologies and market trends; run test‑and‑learn experiments to boost engagement and retention.
7. Build business cases, manage financials, and measure ROI of product initiatives.
8. Ensure compliance with data privacy regulations (e.g., CASL).
**Required Skills**
- Extensive product management experience (8+ years) with direct CRM and loyalty platform ownership.
- Proven leadership of product teams (3+ years) and complex roadmaps.
- Strong financial acumen: business case development, ROI analysis.
- Proficient in Agile methodologies, marketing automation (Salesforce Marketing Cloud, Braze, Klaviyo).
- Technical analysis skills: SQL, Google Analytics 4, MicroStrategy.
- Knowledge of data privacy compliance (CASL) and vendor management.
- Excellent communication, collaboration, and stakeholder management; bilingual capability.
- Experience in fashion, retail, or e‑commerce is a plus.
**Required Education & Certifications**
- Bachelor’s degree in business, marketing, computer science, or related field.
- Certifications in Agile (Scrum, SAFe) or product management (e.g., Pragmatic Institute) preferred but not mandatory.