Product Owner (CRM & Retention) - Chef.fe de Produit (CRM & Rétention)

O2 Web Solutions Inc

4d • Hybrid

About The Position

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, ecommerce 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.

Requirements

• 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 eCommerce 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.

Nice To Haves

• Professional Scrum Product Owner (PSPO) certification – strong asset.
• Experience as a Business Analyst or Functional Analyst is highly valued, especially in eCommerce or digital transformation projects.

Responsibilities

• 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 eCommerce 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.
• 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.
• 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.
• 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 eCommerce platforms (Shopify, Magento, etc.).
• Process Standardization: Contribute to Datmos’s internal standards for CRM automation and Outcome Ownership.
• 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.

Benefits

• 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
• Have complete access to all the certifications you want and train while being paid.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed