Product Manager (Customer Retention)

At THE ICONIC, innovation drives us; we believe that innovation should not be sitting in a silo team but rather be part of everyone and everything we do & deliver. Every person in tech has a voice and we find that our best products are achieved through collaboration (usually over a coffee in front of a whiteboard).

Product Team at THE ICONIC...

The Product team is made up of strategic thinkers leading and guiding cross-functional squads of Engineers, UX Designers and Data Scientists to ensure our customers and internal teams are delighted with every interaction. The team works with all areas of the business to set the strategy, roadmap and feature definition for all our tech products, from new features, existing systems and upgrades. This team are tech-savvy, business focused, big-picture visionaries with a passion for innovation.

What’s involved…

As a Product Manager (Customer Retention), you will shape experiences that keep customers coming back—improving repeat purchase, loyalty engagement and long-term customer value across THE ICONIC web and mobile app.

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

You will shape initiatives by clearly defining the “Definition of Why” (e.g. increasing customer retention, improving CSAT, lifting conversion, growing loyalty engagement, reducing returns, reducing operational cost, or scaling platform performance and stability). You’ll collaborate daily with engineering teams to quantify opportunity sizes, evaluate technical options, define solution approaches, and build clear and realistic release plans.

What success looks like... 

• Own the product strategy and roadmap for the Customer Retention domain, aligning to business goals and squad OKRs.
• Prioritise and maintain the product backlog for your domain, owning requirements end-to-end (clear user stories, acceptance criteria, and scope boundaries).
• Be the customer voice at the table, representing customer needs and feedback to ensure user-centric solutions.
• Lead ideation and experimentation, from hypothesis generation through monitoring and evaluation (e.g. A/B testing and iterative optimisation).
• Use analytics and customer feedback to pinpoint problems, size opportunities, and recommend what to build next.
• Collaborate effectively across squads and stakeholders, building trust, facilitating discussions, and ensuring the right approvals and oversight are in place.
• Apply strong product fundamentals such as Definition of Why, Definition of Ready and Definition of Done to drive clarity and delivery.
• Deliver measurable outcomes across key retention and experience metrics, such as:
  • Customer Retention
  • CSAT (Customer Satisfaction)
  • Conversion Rate
  • Traffic % on App
  • Session duration
  • Engagement with recommendations
  • Average order value / average basket size
  • Add to bag rate
  • Return rate
  • Loyalty programme engagement
  • Timely delivery of roadmap milestones

What we are looking for... 

• Product Management experience, including user-facing products.
• Strong analytical capability—confident analysing quantitative data to identify opportunities and validate impact.
• Experience working in an agile environment.
• Demonstrated ability to create product roadmaps from conception to launch, facilitating ideation, leading design discussions, and driving delivery.
• Strong written and verbal communication skills, including the ability to articulate complex problems simply so others can contribute to solutions.
• Demonstrated stakeholder and relationship management experience.

Ways to stand out from the crowd..

• Proven experience driving outcomes in retention, loyalty, engagement, or lifecycle product areas in a high-traffic, consumer-facing environment.
• Experience with digital products (web and mobile) in e-commerce.
• Experience partnering closely with CRM/Marketing, Customer Insights, and Data Science teams.
• Hands-on experience with experimentation frameworks and interpreting test results to inform product decisions.

Why you'll love THE ICONIC..

From our ways of working to our growth mindset and sustainable approach, we each add unique value and have an incredible amount of fun doing it! People are our greatest asset and our ICONITE experience is designed to empower you to do your best work. Here’s what to expect when you join THE ICONIC:

• Flexible working. We offer a hybrid and flexible working model so you can do your best work in a way that works for you
• The learning  collective. Get your knowledge fix with our learning days and hackathons
• Parents at THE ICONIC. Access to our parental leave program and an extra day off for your kids' first day of school every year 
• Birthday leave. Enjoy a paid day off for your birthday and an ICONIC voucher to treat yourself
• Curate your style. No matter what your style is, we have got you covered with our Amazing staff discount and our famous sample sales
• People & Planet Positive: From our ethical sourcing and sustainability strategies to our community engagement and diversity, our responsibility is multifaceted, and each of these facets are equally important. 
• Wellbeing. Access to our discounted gym memberships and wellbeing programs
• People  first. Access our Employee Assistance Program for you and your family. 
• Volunteer days. Work as a Charity Partner with Thread Together for society and environmental change.
• Refer a friend. Enjoy a referral reward for successfully referring someone to THE ICONIC.

At THE ICONIC, diversity, inclusion, and belonging are integral to our culture, fostering an environment of respect and dignity. We aim to empower self-expression and ensure our workforce reflects our diverse communities. By embracing diverse perspectives and experiences, we strive to create a genuine sense of belonging for our employees, customers, and partners, promoting equal opportunities and a better shopping experience for all

Additional Information

We are committed to providing reasonable arrangements to all individuals participating in our application and interview process, and while performing job functions. If you require any accommodations or adjustments prior to the submission of your application or throughout your interview process, please contact our Talent Acquisition team directly: [email protected]