Role: Product Owner
Skills: Customer Experience, Salesforce Development and Technical Design, Design Principles, Project Management
Exp: 8 - 10 Years
Key Responsibilities
Loyalty Program Strategy and Vision
Define and continuously refine the vision and strategic roadmap for the loyalty program, aligning it with overall business goals, market trends, and customer expectations.
Develop clear business cases for new loyalty initiatives, leveraging customer insights and competitive analysis.
Advocate for innovative loyalty features and experiences that differentiate the organization in the marketplace.
Product Backlog Management Own, prioritize, and maintain the product backlog for the loyalty program within the Salesforce ecosystem.
Translate business and stakeholder requirements into clear, actionable user stories and acceptance criteria.
Continuously groom the backlog, balancing strategic priorities with technical feasibility and resource availability.
Stakeholder Collaboration Serve as the primary liaison between business stakeholders, marketing, sales, IT, and Salesforce development teams.
Facilitate regular stakeholder engagement sessions to gather feedback, manage expectations, and share progress.
Champion the voice of the customer, ensuring that loyalty offerings deliver tangible benefits and delightful experiences.
Salesforce Platform Leadership
Collaborate with Salesforce administrators, developers, and architects to design and deliver scalable loyalty solutions.
Ensure all program features and enhancements are fully integrated with relevant Salesforce clouds (Sales, Service, Marketing, Experience, etc.).
Leverage Salesforce data, automation, and analytics capabilities to personalize customer rewards and communications.
Stay abreast of new Salesforce releases and features, evaluating their applicability to loyalty program improvements.
Delivery and Quality Assurance Lead agile ceremonies (sprint planning, reviews, retrospectives) for loyalty program development efforts.
Collaborate closely with QA teams to ensure thorough testing of program features and seamless user experiences.
Monitor program performance using KPIs and dashboards, quickly addressing issues and identifying opportunities for optimization.
Customer Experience and Engagement Design program features that enhance customer engagement, including personalized rewards, tiered benefits, gamification, and omnichannel interactions.
Champion the use of Salesforce tools (Marketing Cloud, Experience Cloud, etc.) to deliver tailored messaging and offers.
Solicit and incorporate customer feedback through surveys, focus groups, and digital channels.
Compliance and Data Privacy Ensure all aspects of the loyalty program are compliant with relevant local and international regulations (GDPR, CCPA, etc.).
Partner with legal and IT security teams to maintain robust data privacy and protection standards.
Continuous Improvement Lead regular reviews of program performance, leveraging Salesforce analytics and customer insights to drive enhancements.
Foster a culture of innovation and experimentation, piloting new rewards structures, campaign mechanics, and engagement models.
Benchmark loyalty program features against industry best practices and emerging trends.
Preferred Skills Competencies
Salesforce certifications (Administrator, Platform App Builder, Marketing Cloud Consultant, etc.) Background in digital marketing, campaign management, or customer engagement technologies.
Experience with gamification, tiered rewards, and customer segmentation strategies.
Ability to translate customer insights into actionable program features and improvements.
Strong project management skills, with the ability to manage multiple priorities and deadlines.
Proactive, solution-oriented mindset and a passion for driving customer loyalty.
Key Performance Indicators (KPIs)Growth in program enrollment and active participation rates Increase in customer retention, repeat purchases, and lifetime value Engagement with loyalty communications and campaigns (open rates, click-through, etc.) Time-to-market for new program features and enhancements Customer satisfaction and Net Promoter Score (NPS) for loyalty participants Compliance with data privacy standards and zero data breach incidents
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.