Associate Product Manager - Ecrm And Comms

About the role:

As an Associate Product Manager - eCRM & Comms, you'll play a key role in shaping and delivering our customer communication strategy. Working closely with Engineering, CRM, Marketing, and Customer Support teams, you'll enhance our email, push notification, SMS, and in-app experiences to boost engagement and business growth.

Key Responsibilities

• Conduct market research to inform product strategy and customer needs.
• Analyse user behaviour to optimise our communication platforms and drive product improvements.
• Develop and implement business process models for eCRM & Comms, ensuring clear roadmaps and rollout plans.
• Work with engineering teams to create detailed Product Requirement Documentation for communication channels.
• Leverage Braze technology to support business teams and optimise communications.
• Implement and maintain post-transactional communication strategies using tools like SendGrid, Twilio, and Braze.
• Map all eCRM communication across digital and app channels to create a seamless customer experience.
• Identify opportunities for enhanced personalisation and lifecycle marketing within Braze.
• Manage CLM framework within eCRM, ensuring structured and standardised communications.
• Support app communication, including messaging centre enhancements and chat integration.
• Monitor and measure the performance of communication products, refining strategies based on data insights.
• Maintain Epics in JIRA, tracking objectives and tasks effectively.
• Engage stakeholders across the organisation to ensure alignment and clear communication of product strategies.

• Relevant Experience:Proven background as a Product Manager or active involvement in product teams.
• Product Strategy:Hands-on experience with Product Discovery and developing iterative roadmaps that drive business objectives.
• Technical Proficiency:Strong technical aptitude, with a solid understanding of modern product development practices.
• CRM/Communications Tools (Preferred):Familiarity with platforms such as Twilio, SendGrid, Braze, or similar.
• Data Analysis:Expertise in using tools like Excel, SQL, and other analytical software to drive insights.
• User-Centric Approach:Demonstrated ability to balance effort, quality, and delivery while managing diverse stakeholder requirements.
• Performance Metrics:Skilled in defining and analyzing product metrics to measure and enhance product success.