Product Owner (Retention & Loyalty)

Taj HR; Saudi Arabia; On-site; SAR 200,000 - 300,000; Full time

Job summary

A leading HR consultancy in Saudi Arabia is seeking a Product Owner – Retention & Loyalty to design and execute strategies that increase customer engagement and lifetime value. You will manage retention-focussed initiatives like CRM journeys and loyalty programs while collaborating closely with data, marketing, engineering, and more. Ideal candidates should have 4–7 years experience in product or retention roles, strong analytical skills, and familiarity with CRM platforms. This role promises significant impact on customer loyalty and business success.

Qualifications

• 4–7 years of experience in product, growth, CRM, or retention roles in OTA/e-commerce.
• Strong analytical mindset with experience in A/B testing and cohort analysis.
• Experience working in Agile environments.

Responsibilities

• Develop a clear retention strategy aligned with business goals.
• Own the roadmap for retention and loyalty features.
• Design and enhance loyalty programs and CRM journeys.

Skills

Customer lifecycle marketing

CRM platforms

Analytical mindset

Stakeholder management

Tools

Braze

Salesforce Marketing Cloud

WebEngage

Job description

The Product Owner – Retention & Loyalty is responsible for designing and executing strategies that increase customer retention, engagement, and lifetime value (CLV).

This role owns retention-focused product initiatives across CRM, loyalty programs, personalization engines, incentives, customer lifecycle journeys, and repeat‑booking funnels.

The PO collaborates closely with data, marketing, engineering, UX, payments, customer support, and commercial teams to build a retention engine that drives long‑term customer loyalty and sustainable revenue.

Key Responsibilities

1. Retention Strategy & Customer Lifecycle
   • Develop a clear retention strategy aligned with business goals.
   • Build end‑to‑end lifecycle journeys: onboarding, activation, engagement, conversion, and re‑activation.
   • Segment customer cohorts and define tailored retention tactics for each segment.
   • Identify high‑churn risk segments and create interventions to prevent drop‑off.
2. Product Roadmap & Backlog Ownership
   • Own the roadmap for retention, loyalty features, CRM, and personalization tools.
   • Create user stories, acceptance criteria, and prioritize initiatives based on expected retention uplift.
   • Drive continuous delivery through Agile ceremonies (grooming, planning, reviews).
3. Loyalty Program Ownership
   • Design and enhance loyalty programs (points, tiers, rewards, perks, vouchers).
   • Manage the earn & burn engine, redemption rules, and partner integrations.
   • Benchmark loyalty programs from global players (Airlines, Hotels, E‑commerce).
   • Improve loyalty enrollment rate, engagement frequency, and redemption experience.
4. CRM, Personalization & Engagement Tools
   • Own CRM journeys across email, SMS, push notifications, in‑app messages, and remarketing tools.
   • Create personalized promotions and dynamic content based on user behavior, booking history, and preferences.
   • Manage triggers such as abandoned search, abandoned booking, destination reminders, price drop alerts, etc.
   • Optimize communication frequency to avoid fatigue and unsubscribe spikes.
5. Data‑Driven Optimization
   • Use cohort analysis, funnel performance, RFM segmentation, churn prediction models, and CLV analytics to guide decisions.
   • Monitor customer engagement dashboards and identify areas of leakage.
   • Run A/B tests on journeys, messaging, incentives, and recommendation algorithms.
   • Use insights to continuously refine retention strategies.
6. Incentives, Offers & Pricing Levers
   • Design incentive mechanics that improve repeat bookings (promo codes, cashback, credits, bundles).
   • Work with finance & revenue teams to align incentive budget with ROI.
   • Ensure fraud‑free and abuse‑controlled incentive systems.
7. Cross‑Functional Collaboration
   • Partner with marketing on CRM campaigns, promotions, and audience segmentation.
   • Collaborate with engineering & data teams to build recommendation systems and personalization engines.
   • Work with customer care to identify root causes affecting retention (refund delays, UX issues, pricing complaints).
   • Align with UX to improve repeat booking flows and increase session frequency.

Qualifications

• 4–7 years of experience in product, growth, CRM, or retention roles in OTA/e‑commerce.
• Strong knowledge of customer lifecycle marketing, loyalty programs, and segmentation.
• Experience with CRM platforms (Braze, WebEngage, Salesforce Marketing Cloud, Clevertap, Iterable).
• Strong analytical mindset with experience in A/B testing and cohort analysis.
• Familiarity with personalization engines and recommendation systems.
• Ability to translate data insights into product features.
• Excellent planning, communication, and stakeholder management skills.
• Experience working in Agile environments.

Key Success Metrics (KPIs)

• Retention Rate (D30 / D60 / D90).
• Repeat Booking Rate.
• Customer Lifetime Value (CLV).
• Churn reduction %.
• Loyalty enrollment & redemption rates.
• Open rate, click‑through rate, conversion rate for CRM channels.
• Activation‑to‑Repeat funnel improvements.
• Reduced cost per retained customer.