Senior Product Manager (Retention)

About the Company

Relay Commerce is an e-commerce enablement ecosystem offering scaling solutions across personalized messaging, social commerce, and customer retention, helping merchants navigate the rapidly evolving digital landscape with a comprehensive suite of tools. The Relay suite of solutions currently drives more than $1 billion in aggregate incremental gross merchandise volume for more than 35,000 merchants.

The Relay ecosystem currently consists of eight software products that accelerate merchant revenue growth through email marketing automation, on-page conversion optimization, user generated content management, retention analytics, and subscription management. Relay’s suite of products are established as key revenue generation tools for innovative e-commerce merchants worldwide.

We’re a globally distributed team of forward-thinkers who thrive on collaboration, creativity, and impact. If you’re passionate about shaping the future of commerce and love the challenge of connecting businesses with the right solutions, we’d love to hear from you!

About Relay's Retention Division

Smartrr, a Relay company, is a leader in subscription solutions for e-commerce brands. The platform empowers hundreds of Shopify merchants to launch, manage, and scale their subscription and loyalty programs with ease. Smartrr has powered more than $300 million in transaction volume—helping brands build stronger, more profitable customer relationships.

Peel Insights is a retention data analytics platform for seven-figure and larger D2C and e-commerce brands. It helps data-driven and customer-obsessed D2C brands by providing insights that improve retention, boost LTV, and increase repeat revenue. Peel powers customer and retention data analytics for hundreds of Shopify and Shopify Plus brands. D2C brands not on Shopify can also use Peel seamlessly.

Relo is a repeat revenue platform designed specifically for FMCG (Fast-Moving Consumer Goods) brands using Shopify & Klaviyo. Relo uses data science to predict when a brand's customers are ready to reorder, try a new product, or start a paid subscription and sync that data straight to their email platform (Klaviyo).

About the Role

We are seeking a seasoned and visionary Senior Product Manager to spearhead the next wave of innovation for our e-commerce software solutions. This is a pivotal role for an individual with a robust go-to-market (GTM) background and a proven track record of taking products from concept (0 to 1) to widespread adoption.

The ideal candidate will possess a strong technical acumen, enabling them to collaborate effectively with engineering on complex challenges, including the integration and application of machine learning models and data-driven features. A deep understanding of the commerce and e-commerce sector with a history of driving success. As a key member of our team, you will be empowered to think from first principles, make bold product bets, and fundamentally shape the trajectory of our product offerings.

Primary Responsibilities:
• Develop and execute a comprehensive product strategy that aligns with the company's vision and drives significant market impact.
• Lead the end-to-end product lifecycle, from ideation and customer discovery to launch and post-launch optimization, with a strong focus on go-to-market strategy and execution.
• Define and prioritize a product roadmap that balances innovation, customer needs, and business objectives, with an emphasis on creating unique value propositions.
• Collaborate closely with engineering, design, and data teams to translate product requirements into tangible and scalable solutions.
• Cultivate a deep understanding of the e-commerce landscape, our customers' evolving needs, and competitive dynamics to identify and capitalize on new opportunities.
• Champion a data-informed culture, leveraging analytics and user feedback to make informed product decisions and measure success.
• Engage with key stakeholders, including marketing, sales, and customer success, to ensure seamless product launches and effective market positioning.
• Develop AI-powered and data-driven products, leveraging AI technologies (such as LLMs and ML) and machine learning models to deliver personalized user experiences and enhance product functionality.
• Maintain a regular cadence of direct customer conversations to gain a deep understanding of customer desires beyond their initial requests.

Qualifications:
• 7+ years of proven experience as a Product Manager in a SaaS environment, with a demonstrated history of taking products from initial concept to mass adoption.
• A strong background in developing and executing successful go-to-market strategies.
• A solid technical foundation with the ability to comprehend complex software architecture and engage in in-depth technical discussions.
• A strong and responsible user of LLMs in the product development lifecycle, driving an increased rate of experimentation, validation and prototyping.
• Experience with machine learning concepts, data products, or a background in data science.
• An innovative mindset with a methodical approach to product discovery to apply first-principles thinking to uncover unique product value and solve complex problems.
• Strong business acumen that allows for taking calculated risks to make a significant impact on product direction to drive consistent revenue growth through measured resource investments.
• Excellent communication and interpersonal skills, with the ability to inspire and lead cross-functional teams, through a clear product strategy and roadmap

Bonus Points:
• Direct experience within the Shopify ecosystem.
• A deep understanding of the Direct-to-Consumer (DTC) and Consumer Packaged Goods (CPG) subscription-based e-commerce landscape.
• A portfolio that showcases successful product launches and their market impact.
• Experience working at Shopify, Amazon, or other E-commerce platforms.

Hiring Process:
• Screening Round with Ed or Hugo, Recruiters
• First Round Interview with Rico Hinds, Hiring Manager
• Skills Assessment: 3-4 Business Day Turnaround
• Technical Interview with Joel Jenvey, Engineering Manager, Tom Russell, Head of Engineering and/or Ricardo Amorim, CTO
• Final Interview with Tom Kincheloe, CRO and Rory Jeffries, Retention General Manager
• References
• Offer

Benefits & Perks:
• Flexible Time Off
• Public Holidays Off
• Paid Parental Leave
• Work From Home Stipend
• Therapy/Mental Health Reimbursement
• Co-working Space Allowance
• Company Swag

Relay Commerce is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.