Senior CRM Product Manager (Loyalty System) - DFS9112644 in Hong Kong at DFS

Date Posted: 7/27/2019

Job Snapshot

Job Description

DFS (LVMH group) is the world's leading luxury retailer catering to the traveling public. We are currently seeking a CRM Product Manager to join our team. DFS is seeking an experienced and motivated individual who will be responsible for developing the product roadmap, convey the business priorities to the development team, will socialize the product vision at all levels of the organization and maximize the business value of our Loyalty system. He/she will bridge the technical and business worlds to design CRM platforms the internal teams will love. Reporting to the Director of CRM & Loyalty, as the Product Owner, the candidate will drive the product roadmap for our CRM Loyalty system, partnering with the tech team, business intelligence and 3P partners to develop a 360 view of customers and enhance the CRM platforms to support business needs. The ideal candidate is a driven digital expert who is proficient in delivering loyalty experiences, understands the emerging trends and can articulate how product enhancements change customer behavior.

Key Responsibilities:

• Act as the product owner for the loyalty system development and consolidate and prioritize the business requirements from different business stakeholders.
• Manage the product backlog and create the user stories for capturing of business requirements for loyalty system development.
• Define and communicate product vision to the Agile development team and stakeholders throughout the project and create requirements.
• Define product roadmap, growth opportunities and budget management.
• Create the release milestones (Minimum Viable Product)
• Assess value, develop and prioritize stories, epics to ensure work focuses on those with maximum value that are aligned with product strategy.
• Partner closely with management to create and maintain a product backlog according to business value / ROI.
• Elicit user requirements by working closely with the Loyalty team and other CRM stakeholders.
• Anticipate upstream and downstream impacts of the project and works with internal business groups to adjust business tools and practices in order to support new features and functionality.
• Release planning, conduct inception and backlog grooming.
• Release reviews, acceptance of story, demo to users and conduct feedback sessions.
• Lead change management.
• Measure success and report on progress & outcome.

Key Requirements:

• 4-6 years of experience leading project teams and complex CRM initiatives.
• Proficiency in CRM, loyalty and database management systems and applications.
• With solid experience in launching a new regional loyalty program.
• Scrum Certification agile experience preferred.
• Previous working experience as a Product Owner for Loyalty systems.
• Experience with cloud-based product development tools including Jira and Confluence.
• In-depth knowledge of Agile process and principles.
• Passionate about building great products and solving customer and business problems.
• Ability to explain complex ideas to non-technical audiences.
• Good knowledge and understanding of digital interface design processes and technologies (e.g. Information Architecture, UI & Interaction Design, Creative Design).
• Self-motivated with excellent attention to detail.
• Excellent presentation and facilitation skills.
• Proven ability to manage external suppliers and partners and ensure top value and performance for organization.