Role Overview
We are seeking an experienced Product Manager to lead the end‑to‑end development of our Customer App in the retail jewellery domain. This role demands strong technology capability, structured product lifecycle ownership, vendor management, and a deep understanding of customer journeys with an obsession for crafting exceptional customer experiences.
You will own the roadmap, define features, collaborate with Engineering, Design, Vendors, Retail ,Finance commercial, Operations, and Marketing, and ensure smooth built and support adoption of features across both digital and store channels.
Key Responsibilities
1. Product Strategy & Roadmap
- Define and maintain the product roadmap, ensuring alignment with business goals and customer needs.
- Conduct market, competitor, and trend analysis to shape product direction.
- Build clear prioritisation frameworks based on effort, impact, cost, and expected return.
2. Product Lifecycle Management
End‑to‑end ownership of the product lifecycle:
- Discovery → Requirements → Design → Build → Test → Launch → Scale → Improve.
- Write detailed Product Requirement Documents (PRDs), user stories, and acceptance criteria.
- Ensure adherence to timelines, quality checks, and release plans.
3. Customer Journey & Experience Design
- Map the end‑to‑end customer journey, identifying friction points and opportunities.
- Partner with UX/UI (User Experience / User Interface) teams to design intuitive and minimal click user journeys.
- Build features that elevate delight, trust, and confidence in scheme & jewellery purchase decisions.
4. Technology Collaboration & Delivery Excellence
- Work closely with Engineering on integrations across systems like:
- POS (Point of Sale)
- ERP (Enterprise Resource Planning)
- CRM (Customer Relationship Management)
- CDP ( Customer Data Platform )
- OMS (Order Management System)
- Ensure robust API (Application Programming Interface) governance, performance, and scalability.
- Drive sprint planning, backlog grooming, readiness checks, and releases using Agile principles.
5. Vendor Management
- Evaluate, onboard, and manage technology vendors for app development, AI , search, analytics, payments, and e-commerce solutions.
- Own contracts, deliverables, SLAs (Service Level Agreements), quality checks, and escalations.
- Drive vendor accountability on timelines, quality, GTM ( Go to Market ) and continuous improvement.
6. Feature Development & Adoption
- Define feature objectives, KPIs (Key Performance Indicators), and success metrics.
- Work with Training and Operations to drive store‑level adoption, including SOPs (Standard Operating Procedures).
- Partner with Marketing , Finance & Retail Operations to ensure new features are embedded into real customer‑facing workflows.
7. Communication & Stakeholder Alignment
- Provide clear, timely communication to leadership on roadmap progress, risks, dependencies, and decisions needed.
- Collaborate cross‑functionally with Marketing, Retail, Supply Chain, and Finance.
- Present product updates with transparency, clarity, and data‑backed insights.
8. ROI & Performance Measurement
- Support team to define ROI (Return on Investment) for each feature before build and report the progress in your release & monthly reports.
- Track product performance post‑launch, understand customer, user & function expectations for improvements and feature enhancements.
- Continuously iterate to improve conversion, engagement, satisfaction, and revenue metrics.
9. Training, Enablement & Upskilling
- Work with L&D (Learning & Development) and Operations to:
- Train store staff, call‑center agents, and internal teams.
- Provide inputs for easy‑to‑use training material, demo videos, and checklists.
- Report adoption reviews and troubleshoot store‑level challenges.
Success Metrics
Product Build & Delivery
- On‑time delivery of product roadmap.
- Quality of releases (bug count, UAT success rate, app stability).
- Reduced dependency cycles and faster deployment.
Experience & Journey Outcomes
- Increase in discovery → shortlist → purchase conversions.
- Reduction in drop‑offs across critical journeys.
- Improved NPS (Net Promoter Score) & user experience.
Feature ROI
- Revenue uplift and cost efficiencies from shipped features.
- Adoption rate across stores and digital channels.
- Measurable improvement in customer experience.
Operational Success
- Store adoption rate of new features, track and report
- Improved process compliance and reduced manual effort.
- Reduced escalations and enable smoother workflows.
Communication & Collaboration
- Clear stakeholder updates and alignment.
- Reduction in cross‑functional confusion or rework.
- Positive feedback from tech, ops, and vendor partners.
Qualifications
- 8-10 years experience in Product Management, preferably in retail/e‑commerce/mobile apps.
- Strong understanding of app development lifecycle, APIs, and system integrations.
- Experience in managing external development partners and internal cross‑functional teams.
- Ability to translate customer problems into structured product solutions.
Competencies
- Customer‑obsessed with strong experience orientation.
- Structured thinker with excellent execution discipline.
- Strong communication, documentation, and leadership skills.
- Ability to influence across tech and business.
Hands‑on ownership with bias for action.
