Lead Product Manager

About the role

We are seeking an experienced and strategic Lead Product Manager to drive the evolution of our loyalty execution platform. This role sits at the intersection of product management, customer loyalty strategy, artificial intelligence, client engagement, and market intelligence.

Responsibilities

• Serve as a key contributor to the strategic direction and roadmap of the loyalty execution platform.
• Explore avenues for new features, functionality, and platform improvements that improve client outcomes and drive business growth.
• Develop cases, product requirements, and implementation plans for new capabilities.
• Prioritize initiatives based on customer value, market demand, strategic fit, and business impact.
• Help define and complete the company's vision for incorporating AI throughout the customer loyalty experience.
• Find opportunities for technology-based capabilities that enable clients to deliver more personalized customer journeys, communications, offers, rewards, and experiences.
• Evaluate emerging AI technologies, tools, and market developments to determine their applicability within the loyalty platform.
• Partner with product, engineering, data, and customer teams to translate AI concepts into scalable product functionality.
• Develop use cases and requirements for predictive, recommendation, segmentation, and personalization capabilities that create measurable client value.
• Find opportunities to integrate Epsilon’s differentiated data, activation, identity, and digital assets into the platform focused on loyalty.
• Stay current on trends, innovations, driven offerings, and emerging technologies within the customer loyalty, customer engagement, AI, and marketing technology industries.
• Monitor industry developments and recognize opportunities to strengthen the platform's competitive position.
• Anticipate future client needs and evolving market requirements to inform long-term product strategy.
• Establish ongoing processes for collecting and analyzing feedback from clients, prospects, sales teams, and customer-facing partners.
• Conduct customer interviews, discovery sessions, and market research to identify unmet needs and opportunities.
• Translate customer insights into actionable product enhancements and roadmap initiatives.
• Partner with engineering, UX/UI, data, and business team members throughout the product development lifecycle.
• Create detailed product requirements, user stories, acceptance criteria, and implementation documentation.
• Utilize design and prototyping tools to develop working, demonstratable prototypes of product functionality.
• Lead cross-functional initiatives from concept through launch and post-launch optimization.
• Ensure solutions are aligned with customer needs, business goals, and platform architecture.
• Communicate product strategy and enhancement releases throughout the organization to inform sales, engineering, leadership, and other groups.

Qualifications

• Bachelor's degree or equivalent professional experience.
• 5+ years of experience in product management, product development, program management, or a related role.
• Experience working for a SaaS software provider, preferably within marketing technology, customer engagement, CRM, loyalty, or customer experience solutions.
• Direct experience in customer loyalty, loyalty program management, customer engagement, retention marketing, CRM marketing, or related customer experience fields.
• Demonstrated success bringing software products or features through the entire process from concept to launch and adoption.
• Experience gathering and translating customer feedback into product requirements and roadmap initiatives.
• Strong understanding of AI-enabled personalization, customer intelligence, or emerging AI applications within marketing technology.
• Strong analytical, organizational, and project management skills.
• Excellent communication and collaborator management abilities.
• Ability to manage multiple initiatives and priorities in a fast-paced environment.
• Basic understanding of SaaS product architecture and underlying web and coding technologies required for product development.

Preferred Qualifications

• Experience with loyalty management platforms, rewards programs, customer engagement platforms, CDPs, CRM systems, or marketing automation technologies.
• Familiarity with Agile product development methodologies.
• Experience working directly with enterprise clients and executive stakeholders.
• Knowledge of customer data, personalization, segmentation, predictive modeling, and loyalty analytics.
• Experience helping define or implement AI-driven product capabilities within a SaaS environment.