What are the responsibilities and job description for the DIRECTOR, PRODUCT MANAGEMENT – ENGAGEMENT & CUSTOMER JOURNEY position at Seminole Hard Rock Support Services?
Overview
HRX is designed to drive Hard Rock’s evolution into a fully integrated, omni-channel ecosystem. By seamlessly bridging physical and digital experiences, HRX will add value to all Hard Rock divisions, becoming the digital gateway at every customer touchpoint.
At Hard Rock, we believe every experience should be unforgettable. As Director of Product Management for Engagement & Customer Journey within the HRX mobile app, you will develop and execute the strategy to enhance customer engagement and build long-lasting relationships. You will focus on creating innovative, personalized loyalty programs, gamified experiences, and seamless customer journeys that strengthen connections with our brand, while driving user retention and growth.
Responsibilities
• Product Strategy & Roadmap: Lead the vision and execution of customer journey and engagement drivers within the app, delivering engaging and rewarding experiences that increase customer retention and lifetime value.• Cross-functional Collaboration: Partner with Product, Design, Engineering, Marketing, and Data teams to create cohesive and engaging experiences that align with Hard Rock’s brand and drive customer engagement.• Customer-Centric UX: Build intuitive, seamless user experiences that elevate customer satisfaction and make loyalty rewards feel exciting and valuable.• Data-Driven Decision Making: Use data to understand customer behaviors, measure program performance, and optimize the customer journey, continually improving loyalty offerings and engagement tactics.
Qualifications
• 7 years of experience in Product Management, with a focus on loyalty programs, subscriptions, and customer experience.• Proven success in designing and scaling customer engagement strategies that foster long-term loyalty.• Strong understanding of user experience (UX) best practices, with a passion for creating delightful, memorable interactions.• Expertise in Agile methodologies, data analytics, and A/B testing to drive customer-focused product decisions.
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