CRM Product Manager

HeyMember; Hong Kong Island; On-site; HKD 480,000 - 720,000; Full time

Job summary

HeyMember is seeking a Product Manager to own the end-to-end strategy for its AI-assisted WhatsApp rewards, loyalty and CRM platform. You will shape the roadmap, balance merchant needs with user usability, and drive integration with WhatsApp Business API and third-party systems.

Collaborate with engineering, design, marketing and customer success to ship features in an agile environment, ensure privacy compliance, and translate data into prioritized UX improvements.

Qualifications

• 2+ years of Product Management experience in SaaS, B2B product development, MarTech, or CRM platforms.

Responsibilities

• Define and execute the product roadmap for the WhatsApp-native loyalty and CRM ecosystem, balancing merchant operational needs with end-consumer usability.
• Conceptualize and deploy practical AI capabilities, including automated conversational flows, dynamic customer segmentation, churn prediction, and automated campaign copy/offer generation.
• Build and scale core features such as points issuance/redemption, app-free coupon management, referral engines, digital stamp cards, and tiered membership systems.
• Design actionable analytics dashboards for business owners, providing visibility into customer lifetime value (LTV), campaign ROI, messaging engagement rates, and retention trends.
• Drive integrations with third-party POS systems, e-commerce platforms (Shopify, WooCommerce), and WhatsApp Business API providers (BSP/Cloud API).
• Partner with engineering, UX/UI, marketing, and customer success to ship high-quality features in an agile framework.
• Ensure the platform adheres to data privacy laws (GDPR, PDPO) and WhatsApp/Meta policies to maintain delivery rates and opt-in standards.

Skills

Product management

SaaS

CRM platforms

REST APIs

Data-driven decision making

Job description

You will own and drive the end-to-end product strategy for an AI-assisted WhatsApp rewards, loyalty, and CRM platform. In this role, you will lead the evolution of an app-free customer engagement solution that allows brands to run frictionless loyalty programs, issue rewards, and execute personalized marketing campaigns directly within WhatsApp. You will combine AI automation (conversational AI, predictive segmentation, smart offer generation) with seamless WhatsApp API integrations to create a high-converting, intuitive product for both merchants and end consumers.

Key responsibilities

Define and execute the product roadmap for the WhatsApp-native loyalty and CRM ecosystem, balancing merchant operational needs with end-consumer usability

Conceptualize and deploy practical AI capabilities, including automated conversational flows, dynamic customer segmentation, churn prediction, and automated campaign copy/offer generation

Build and scale core features such as points issuance/redemption, app-free coupon management, referral engines, digital stamp cards, and tiered membership systems

Design actionable analytics dashboards for business owners, providing clear visibility into customer lifetime value (LTV), campaign ROI, messaging engagement rates, and retention trends

Drive integrations with third-party POS systems, e-commerce platforms (Shopify, WooCommerce), and official WhatsApp Business API providers (BSP/Cloud API)

Partner closely with engineering, UX/UI, marketing, and customer success teams to ship high-quality features in an agile framework

Ensure the platform adheres to global data privacy laws (GDPR, PDPO) and complies with WhatsApp/Meta Business policies to maintain high delivery rates and opt-in standards

About you

2+ years of Product Management experience in SaaS, B2B product development, MarTech, or CRM platforms

Strong familiarity with customer loyalty mechanics, merchant retention strategies, and direct-to-consumer messaging channels

Hands-on experience with REST APIs, webhook architectures, and integration with third-party ecosystems (POS, ERP, e-commerce)

Prior experience working with the WhatsApp Business API, WeChat Mini Programs, LINE Official Accounts, or SMS automation platforms is highly desirable

Practical understanding of integrating LLMs/Generative AI into user workflows (e.g., smart reply suggestions, automated campaign setup, sentiment routing)

Proficiency in setting up product instrumentation, funnel tracking, and leveraging data to guide feature prioritization and UX improvements

Background in retail tech, SMB solutions, or quick-service restaurant (QSR) software is a nice-to-have

Experience scaling product-led growth (PLG) self-serve onboarding for SMB merchants is a nice-to-have

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