Senior Product Manager (Customer Experience)

We are looking for a Senior Product Manager - Consumer Growth and Member Experience to own and optimise the end-to-end member journey. This role is ideal for someone who has deep experience in consumer products, with a strong track record in funnel optimisation, engagement, cross-sell/upsell, and retention. You will be responsible for identifying growth opportunities across the lifecycle from acquisition and onboarding to long-term engagement while continuously improving the member experience through data-driven experimentation.

The candidate will have responsibilities across the following functions:

End-to-End Member Journey:

• Own and optimise the complete consumer lifecycle: acquisition, onboarding, activation, engagement, retention, and expansion.
• Identify friction points and opportunities across the funnel to improve conversion and experience.

Funnel Optimisation and Growth:

• Drive improvements in key funnel metrics including sign-ups, activation, repeat usage, and retention.
• Design and execute strategies for cross-sell and upsell across products and services.
• Build scalable growth loops to increase lifetime value (LTV).

Product Strategy and Roadmap:

• Define and execute a roadmap focused on consumer growth and member experience.
• Prioritise initiatives based on impact on revenue, engagement, and user satisfaction.

Experimentation and Data-Driven Decisions:

• Leverage product analytics to uncover insights on user behaviour and drop-offs.
• Run structured A/B tests and experiments to continuously optimise the experience.
• Establish and track key growth and experience metrics.

Personalisation and Engagement:

• Build personalised experiences that drive deeper engagement and loyalty.
• Improve communication touchpoints across channels (app, email, notifications, etc. )

Cross-Functional Leadership:

• Collaborate closely with engineering, design, analytics, and marketing teams.
• Align with operations and customer success to deliver a seamless member experience.

Execution Excellence:

• Lead product development from ideation to launch and iteration.
• Ensure timely delivery of high-impact features with measurable outcomes.

Requirements:

• 5-6 years of product management experience in consumer-facing products.
• Proven success in funnel optimisation, conversion improvement, and growth initiatives.
• Experience working with AI.
• Hands-on experience with cross-sell and upsell strategies.
• Strong understanding of consumer behaviour, engagement, and retention levers.
• Experience owning metrics like activation, retention, LTV, and conversion rates.
• Strong analytical skills with tools like Mixpanel, Amplitude, GA, etc.
• Experience running experimentation frameworks and A/B testing.
• Excellent stakeholder management and communication skills.
• Ability to operate in a fast-paced, high-growth environment.