Product Owner (CRM & Retention)

Datmos; Canada; Hybrid; CAD 110,000 - 160,000; Full time

Benefits offered by this job

Health insurance and family coverage

Vacations and paid personal days

Disconnection policy for work-life

Flexible location and hours

Recognition program with gifts

Job summary

Datmos seeks a Product Owner, CRM & Retention to maximize customer lifetime value through strategic CRM initiatives and omnichannel journeys. You will bridge business strategy and technical execution across PXM, Design, Production, Data Analytics and AI teams, shaping a data‑driven roadmap.

You will own KPIs, lead workshops, and align CRM automations with client North Star goals while coordinating with engineers and creatives to deliver measurable ROI.

Qualifications

• 6+ years blending Product Ownership (Agile/Scrum) with CRM Strategy (Marketing Automation & Loyalty).
• 3+ years in an agency environment or fast-paced consulting.
• Ability to shift conversations from emails to increasing customer lifetime value.
• Mastery of CRM/CDP/Loyalty platforms (Klaviyo, Bloomreach Engagement, Bloomreach Discovery, Yotpo).
• Familiarity with e-commerce integrations (PIM, ERP, Headless).
• Expert in CRM workflows, backlog creation, management, and deployment using JIRA or Notion.
• Proven ability to turn raw data into actionable roadmaps and measurable ROI.
• Ability to challenge clients constructively to solve the right problem.

Responsibilities

• Define and own KPIs focused on retention, churn reduction, and lifecycle value (CLV, Repeat Purchase Rate, Engagement).
• Build and prioritize a data-driven CRM and e-commerce roadmap aligned with the North Star goals.
• Translate strategic CRM goals into clear functional and technical requirements for teams.
• Lead strategic workshops to identify customer pain points and growth opportunities.
• Design omnichannel customer journeys (Email, SMS, On-site) based on research and analysis.
• Prioritize the backlog based on business impact vs. effort; drive value creation.
• Collaborate with Tech Leads and UX to ensure CRM strategies are feasible and integrated with platforms like Shopify or Magento.
• Provide technical leadership for Martech ecosystem optimization (CRM, CDP, Loyalty) and process standardization.
• Define and implement loyalty, subscription, and referral programs; ensure LTV focus across client engagements.

Skills

Product Ownership (Agile/Scrum)

CRM Strategy

Agency Experience

Strategic Posture

Advanced Tooling

Analytical Prowess

Consultative Courage

Solution-Agnostic Mindset

Relevant certifications

Bilingual English & French

Tools

Klaviyo

Bloomreach Engagement

Bloomreach Discovery

Yotpo

JIRA

Notion

Shopify

Magento

Job description

(EN) Datmos brings together passionate experts who combine creativity and data to craft inspiring eCommerce experiences.

Driven by a shared passion for excellence, we help visionary brands grow by aligning commerce strategy, digital experience, and technology implementation to deliver innovative, data‑driven digital commerce solutions.

Datmos is hiring a Product Owner (CRM & Retention) !

Reporting to the VP Digital Strategy & Client Solutions, the Product Owner, CRM & Retention is a hybrid leader accountable for driving long‑term customer value through the intersection of product strategy, e‑commerce excellence, and advanced CRM automation.

Unlike a traditional coordinator, this role acts as an Outcome Owner, focusing on maximizing Customer Lifetime Value (CLV), retention, and repeat purchase rates. You will bridge the gap between business strategy and technical execution, ensuring that every CRM initiative or automated journey is not just "deployed," but delivers measurable business impact.

This role interfaces with all other teams in the organization to provide inputs as needed for client mandates including PXM, Design, Production, Data Analytics and AI, CRM, and Development teams across platforms. The Product Owner does not need to have all the knowledge in each practice, but must build their roadmaps with inputs from subject matter experts while maintaining the client’s "North Star" business targets as a priority.

1. Strategic Outcome Ownership

• Define & Own KPIs: Set and track success metrics focused on retention, churn reduction, and lifecycle value (e.g., CLV, Repeat Purchase Rate, Engagement).
• Strategic Roadmap: Build and prioritize a data‑driven CRM and e‑commerce roadmap, aligning initiatives with the client’s "North Star" business goals.
• Investment Optimization: Ensure that CRM and automation efforts are focused on high‑impact initiatives that maximize ROI for the client.

2. Discovery & Data‑Driven Strategy

• Facilitate Discovery: Lead strategic workshops to identify customer pain points, behavioral patterns, and growth opportunities.
• Customer Journey Mapping: Design complex, omnichannel customer journeys (Email, SMS, On‑site) based on deep research and competitive analysis.
• Segmentation & Personalization: Develop advanced segmentation models and dynamic content strategies to deliver the right message at the right time.

3. Backlog Management & Value Prioritization

• Manage the "Growth Backlog": Translate strategic CRM goals into clear functional and technical requirements for the development and creative teams.
• Iterative Experimentation: Define hypotheses for A/B testing (subject lines, automation flows, loyalty rewards) and pivot based on results.
• Outcome‑Focused Prioritization: Prioritize the backlog based on business impact vs. effort, ensuring the team stays focused on value creation.

4. Martech Ecosystem & Technical Leadership

• Tech Stack Optimization: Act as a strategic advisor on the selection and integration of CRM, CDP, and Loyalty platforms (e.g., Klaviyo, Bloomreach, HubSpot).
• Collaborative Solutioning: Partner with Tech Leads and UX experts to ensure CRM strategies are feasible and integrated seamlessly with e‑commerce platforms (Shopify, Magento, etc.).
• Process Standardization: Contribute to Datmos’s internal standards for CRM automation and Outcome Ownership.

5. Loyalty & Retention Specialist

• Program Design: Define and implement loyalty, subscription, and referral programs to drive sustainable brand growth.
• Omnichannel Alignment: Ensure the CRM strategy is perfectly aligned with SEO, UX, and acquisition efforts to create a frictionless user experience.
• LTV Focus: Define and operationalize a datmos perspective on LTV and drive it to execution across client engagements.

Required skills :

• Dual Expertise: 6+ years of experience blending Product Ownership (Agile/Scrum) with CRM Strategy (Marketing Automation & Loyalty).
• Agency Experience: 3+ years of experience in an agency environment (or fast‑paced consulting).
• Strategic Posture: Ability to shift conversations from "sending an email" to "increasing customer lifetime value." Comfortable managing relationships with both clients and technical teams.
• Advanced Tooling: Mastery of CRM/CDP/Loyalty platforms (Klaviyo, Bloomreach Engagement, Bloomreach Discovery, Yotpo or other loyalty etc.) and familiarity with e‑commerce integrations (PIM, ERP, Headless). Expert in CRM workflows, backlog creation, management, and deployment using JIRA or Notion.
• Analytical Prowess: Proven ability to turn raw data into actionable roadmaps and measurable ROI.
• Consultative Courage: Ability to challenge clients and internal stakeholders constructively to solve the right problem.
• Solution‑Agnostic Mindset: Focusing on the best way to achieve an outcome, whether through automation, UX changes, or new tech.
• Relevant certifications: Bloomreach Engagement + Discovery, Klaviyo, Agile Certification (Professional Scrum Product Owner (PSPO I) and / or Certified Scrum Product Owner (CSPO)).
• Bilingual proficiency in English and French, required for collaboration with North‑American clients.

Why joining Datmos? Joining Datmos means :

Reaching for your full potential :

• Work with well known brands across North‑America such as Five Below, Skullcandy, Yeti Cycles, Mountain Equipment Company, Casper, Jackson Mountain Resort, Group CH and many more, and global renown partners in the digital such as Bloomreach, Shopify, Big Commerce, Akeneo, Klayvio, Adobe etc.
• Grow your expertise: Have complete access to all the certifications you want and train while being paid.
• Bring your innovative ideas and your experts' eyes, to contribute to the development of our vision.
• Learn from the best: work with more than 100 certified experts in one of the most recognized agencies in the market.

While putting yourself first :

• Access to health Insurances paid in part by the employer (Group insurance for you and your family).
• Vacations and paid personal days to take some rest.
• Disconnection policy to promote work‑life balance
• Flexibility in your work location and your work hours (Offices in the US and Canada)
• A recognition program in the form of gift cards or donations to associations

Datmos is recognized as one of the best places to work in Canada by Great Place to Work since 2022.

Don’t wait any longer and join the team!