Job Description:
Location: In office - San Francisco or San Mateo, CA and NYC
Rakuten International oversees 7 businesses with over 4,000 employees globally. The brand is recognized for its leadership and innovation in e-commerce, digital content, advertising, entertainment and communications, bringing the joy of discovery and access to more than 1 billion members across the world. Our teams deliver on the company's mission to delight merchants and customers through innovation, optimism, and teamwork.
Rakuten Rewards is a leading e-commerce company that enhances the way people shop by offering Cash Back, deals and rewards from more than 3,500 merchants. Founded in 1999, Rakuten has grown to become the go-to shopping destination for consumers, having paid out nearly $2 billion in Cash Back to its 15 million members. The company also operates ShopStyle, a leading fashion discovery destination, and Cartera Commerce, a top rewards platform for airlines and banks. For more information, visit www.rakuten.com
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Summary:
We are seeking a seasoned Product Manager who is continuously adapting and excited to work on products that affect millions of people every day. As Lead Product Manager, Retention you'll own the vision, strategy, and execution of lifecycle engagement, ensuring members unlock the full value of Rakuten Rewards.
You will work cross-functionally to guide products from conception to launch, seamlessly connecting the technical and business worlds. Your ability to break down complex problems into actionable steps will be crucial in driving product development and innovation. You will collaborate with executive leadership and across teams such as marketing, customer success, data, and engineering to lead a roadmap that balances experimentation with impactful product improvements.
Minimum Requirements:
- Strategy and Vision: Partner with Engineering and Design leads to develop and execute a comprehensive product strategy focused on retention, aligned with overall company goals.
- Cross Functional Prioritization: Build effective relationships with key partners in our Marketing team and collaborate closely with them on roadmap prioritization.
- Data-Driven Decision Making: Identify, define, and track key retention metrics such as customer lifetime value, MAU, DAU, and churn rate to measure the success of launched products and create a feedback loop integrating qualitative and quantitative data for assessment of future opportunities and to drive continuous improvement.
- Product Optimization: Continually optimize lifecycle experiences, user flows, and in-product messaging to increase product adoption, reduce churn, and improve user retention.
- Member Research: Drive customer research, behavioral research, and A/B testing to understand customer journeys and identify areas of opportunity.
- Market Trends: Engage with market trends and conduct ongoing evaluations of comparable product offerings, identifying opportunities for refining the product strategy and improving the customer experience.
- Stakeholder Communication: Communicate effectively with stakeholders at all levels, ensuring alignment and transparency throughout the product development process.
Key Requirements:
- Experience working on growth and retention focused initiatives delivering customer and business impact.
- Familiarity with retention-related KPIs, such as LTV (Lifetime Value), DAU/MAU (Daily/Monthly Active Users), and churn rate.
- In-depth understanding of user retention strategies, including lifecycle marketing, re-engagement campaigns, and user segmentation.
- Expertise in user onboarding and activation, such as optimizing user onboarding flows to reduce friction and improve activation rates across web and mobile platforms.
- Solid understanding of product development lifecycles, growth loops, funnels, and user activation strategies.
- Demonstrated ability to lead multiple work streams with projects in various phases from ideation through delivery while managing stakeholder expectations.
- Strong communication skills: ability to present new concepts to internal stakeholders and executives to promote and gain feedback on new products.
- Influencing without authority - strong stakeholder management skills to drive buy-in and align teams across the organization.
- Relentless focus on outcomes - obsession with driving measurable growth, not just building features.
- Strong analytical skills: comfort in defining the right metrics to measure how your products are impacting the customer and the business; using this data to evolve the roadmap.
Qualifications:
- Bachelor's Degree in a technology or business-related field, required
- 5+ years of experience in a product, software development, or engineering role
- 5+ years of experience working cross-functionally with engineering, UX/UI, marketing, finance, and other stakeholders
- Prior Retention and/or Growth experience a must
- Strong track record of shipping successful, innovative products that resonate with consumers
- Passion for creating products that impact millions of users and drive business growth
- Prior experience in retail/eCommerce is a plus
#LI-onsite
Five Principles for Success
Our worldwide practices describe specific behaviors that make Rakuten unique and united across the world. We expect Rakuten employees to model these 5 Shugi Principles of Success.
Always improve, Always Advance - Only be satisfied with complete success - Kaizen
Passionately Professional - Take an uncompromising approach to your work and be determined to be the best
Hypothesize - Practice - Validate - Shikumika - Use the Rakuten Cycle to succeed in unknown territory
Maximize Customer Satisfaction - The greatest satisfaction for our teams is seeing their customers smile
Speed!! Speed!! Speed!! - Always be conscious of time - take charge, set clear goals, and engage your team
Rakuten provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type. Rakuten considers applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetic information, protected veteran status, sexual orientation, gender, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.
At the time of posting, Rakuten expects the base compensation for this role to be within the range shown below. Individual compensation will vary based on job-related factors, including the skills, qualifications, and experience of the successful candidate as well as business need and geographic location. The successful applicant for this role will be eligible for discretionary bonus, health, vision, dental insurance, 401k matching, PTO, Volunteer Time Off (VTO), and other employee benefits as the company implements.
USD $132,082.50 - $226,820.00 annually