Digital Product Manager - Customer Engagement

About the Engagement Client and Loyalty Team

RCL's Engagement Client and Loyalty team designs and develops strong and lasting relationships with our clientele through our three brands: Reitmans, RW&CO., and PENN.

Our mission is to combine the creativity of our brands with data precision to offer omnichannel, personalized, and relevant experiences that make each customer feel recognized and valued. By doing so, we increase the lifetime value of our customers (CLTV) and inspire loyalty towards our brands.

The Opportunity

As a Digital Product Manager - Customer Engagement, you will play a key role in how RCL connects with its clientele. Reporting to the Director, Engagement Client and Loyalty, you will be responsible for the lifecycle and evolution of customer engagement products, such as loyalty platforms, CRM tools, and customer journey orchestration solutions.

You will transform strategy into concrete and evolving product roadmaps to ensure that technological investments generate real business value. By leading a team of product owners and managing external partners, you will facilitate collaboration between the Numérique, Activation Client, Marketing, and TI teams for all RCL brands.

What You Will Do

Planning and Strategy

• Translate customer engagement strategy into product roadmaps that foster growth and loyalty throughout the customer journey.
• Lead customer journey mapping and prioritize communications according to lifecycle stages.
• Define and prioritize features based on business needs, client impact, and return on investment (ROI).

Execution and Delivery

• Collaborate with TI teams and suppliers to ensure solution delivery according to timelines and budgets.
• Monitor and communicate product performance to various stakeholders.
• SUPERVISE CHANGE MANAGEMENT, TRAINING, AND TOOL ADOPTION BY INTERNAL USERS.

Leadership and Mobilization

• Communicate the product vision, roadmap, and priorities throughout the RCL organization.
• Motivate and lead a team of product owners to achieve set objectives.

Innovation and Continuous Improvement

• Stay abreast of market trends and technological innovations to evolve customer engagement products.
• Establish an approach to testing and learning to improve engagement and customer retention.