Product Manager (Customer Retention)

Innovation is at the core of this leading fashion and lifestyle e-commerce company. Rather than existing within a siloed team, innovation is embedded across the entire organisation. Everyone in the technology team has a voice, and the best products are built through collaboration—often over a coffee and a whiteboard.

Product Team

The Product team is made up of strategic thinkers who lead and guide cross-functional squads of Engineers, UX Designers and Data Scientists to ensure both customers and internal teams have exceptional experiences.

The team works across the business to define strategy, roadmap and feature development for all technology products—from launching new features to improving existing systems and platforms. Product managers combine technical understanding with strong business acumen and a big-picture mindset to deliver meaningful innovation.

What’s Involved

As a Product Manager (Customer Retention), you will shape experiences that keep customers coming back—improving repeat purchases, loyalty engagement and long-term customer value across the company’s web and mobile platforms.

You will partner closely with senior leaders across the Customer Product team as well as cross-functional teams including Engineering, UX, Data, Customer Insights, Trade, and Marketing/CRM to align on where time, effort and investment should be focused to improve retention outcomes.

You will shape initiatives by clearly defining the “Definition of Why”, such as:

• Increasing customer retention
• Improving CSAT
• Lifting conversion
• Growing loyalty engagement
• Reducing returns
• Reducing operational costs
• Scaling platform performance and stability

You’ll collaborate daily with engineering teams to quantify opportunity sizes, evaluate technical approaches, define solutions and develop clear release plans.

What Success Looks Like

• Own the product strategy and roadmap for the Customer Retention domain, aligned with business goals and squad OKRs
• Prioritise and maintain the product backlog, owning requirements end-to-end (clear user stories, acceptance criteria and scope boundaries)
• Represent the customer voice, ensuring solutions remain user-centric
• Lead ideation and experimentation, from hypothesis creation through A/B testing and iterative optimisation
• Use analytics and customer feedback to identify problems, size opportunities and guide product decisions
• Collaborate effectively across squads and stakeholders, building trust and alignment
• Apply strong product fundamentals including Definition of Why, Definition of Ready and Definition of Done
• Deliver measurable improvements across key metrics such as:
• Customer Retention
• CSAT (Customer Satisfaction)
• Conversion Rate
• App traffic share
• Session duration
• Engagement with recommendations
• Average order value / basket size
• Add-to-bag rate
• Return rate
• Loyalty program engagement
• Delivery of roadmap milestones

What We Are Looking For

• Product Management experience, including user-facing products
• Strong analytical capability and confidence working with quantitative data
• Experience working in agile environments
• Demonstrated ability to build product roadmaps from concept to launch
• Experience facilitating ideation, leading design discussions and driving delivery
• Strong written and verbal communication skills
• Ability to simplify complex problems so cross-functional teams can collaborate effectively
• Demonstrated stakeholder and relationship management experience

Ways to Stand Out

• Experience driving outcomes in retention, loyalty, engagement or lifecycle products
• Experience working on high-traffic consumer-facing digital products
• Experience within e-commerce environments
• Close collaboration with CRM/Marketing, Customer Insights and Data Science teams
• Hands-on experience running experimentation programs and analysing test results

Life at the company

The organisation believes in doing things differently while creating an environment where people can thrive. Employees are seen as the company’s greatest asset, and the workplace experience is designed to help everyone do their best work.

Here’s what you can expect:

• Flexible working – hybrid and flexible working options
• Learning Collective – learning days and hackathons
• Parents – parental leave and an extra day off for your child’s first day of school
• Birthday leave – a paid day off and a voucher to celebrate
• Curate your style – staff discounts and sample sales
• People & Planet Positive – strong commitment to sustainability, ethical sourcing and community engagement
• Wellbeing – discounted gym memberships and wellbeing programs
• People first – Employee Assistance Program for you and your family
• Volunteer days – opportunities to support social and environmental initiatives
• Refer a friend – referral rewards for successful hires

The company is committed to diversity, inclusion and belonging. By embracing different perspectives and experiences, it aims to create an environment where employees, customers and partners feel valued and supported.

🟢 Please consider applying even if you don't meet 100% of what’s outlined 🟢

Key Responsibilities

🗺️ Owning the product strategy

📋 Prioritising and maintaining the product backlog

💡 Leading ideation and experimentation

Key Strengths

📊 Product Management experience

🔍 Strong analytical capability

⚡ Experience working in an agile environment

💻 Experience with digital products

🧪 Hands-on experience with experimentation frameworks

🤝 Demonstrated stakeholder management experience

Why this role is partnering with Hatch

Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with the company, not with Hatch.