Role Overview
We are hiring a Senior Product Manager to own and scale Customer Lifetime Value (CLV) and lifecycle product strategy across Smartbox, while leading the mobile app as a standalone strategic workstream.
This role addresses a core growth challenge: how to keep customers engaged over time and drive repeat usage year after year. You will build a coordinated lifecycle strategy that goes far beyond traditional CRM tactics.
Working in close partnership with the Head of CRM, you will co-own retention and engagement outcomes by aligning product features, mobile experiences, lifecycle campaigns, and communication channels into a single, cohesive system.
This is a highly cross-functional role with significant exposure to senior stakeholders. You will be expected to connect insights to execution, challenge silos, and drive measurable business impact.
Key Responsibilities
1. Customer Lifetime Value & Lifecycle Strategy (Core Focus)
- Co-define retention strategy with the Head of CRM
- Own CLV and lifecycle product strategy across:
- Buyers
- Beneficiaries
- Own-use customers
- Drive engagement, purchase frequency, and long-term retention
- Identify and activate key CLV drivers
2. Multi-Channel Engagement Orchestration
- Leverage all available channels to drive engagement, including:
- Product features and UX
- Mobile app experiences
- CRM and lifecycle campaigns
- Push notifications and in-app messaging
- Content and social channels
- Define the right message, audience, timing, and channel based on lifecycle stage and intent
- Ensure all channels work together cohesively rather than in silos
- Treat communication as a product problem, not just a delivery function
3. Mobile App Strategy (Standalone Workstream)
- Translate CLV goals into mobile app priorities
- Position the app as a key companion across the full customer journey:
- Discovery and inspiration
- Booking and experience management
- In-experience engagement and upsell
- Post-experience re-engagement
- Drive app adoption, engagement, and repeat usage
- Use the app to:
- Capture first-party and behavioural data
- Increase interaction outside purchase moments
- Strengthen long-term customer relationships
4. Customer Data, Insights & Activation
- Define data requirements to understand behaviour, intent, and lifecycle stages
- Partner with Data and Tech teams to improve tracking and data infrastructure
- Increase quality and usability of first-party and behavioural data
- Analyse data to identify:
- Retention and repeat drivers
- Drop-offs and friction points
- High-value segments and key moments
- Translate insights into:
- Product and app roadmap decisions
- Lifecycle and engagement strategies
- Close the loop between data → insight → action → measurable impact
5. Cross-Functional Leadership
- Collaborate with Product, Data, Tech, CRM, Marketing, Content, and Growth teams
- Drive alignment across multiple business units
- Influence without direct authority
- Operate effectively in complex, ambiguous environments
- Act as the link between lifecycle strategy and execution
What Success Looks Like
- Measurable improvements in:
- Customer Lifetime Value
- Purchase frequency
- Retention and repeat behaviour
- Increased engagement outside of purchase moments
- A mobile app positioned as a core driver of CLV
- Scalable lifecycle initiatives across business units
What We’re Looking For
- Proven ability to identify and solve customer problems through product discovery
- Strong track record of delivering measurable commercial impact
- Ability to turn insights into actionable product strategies
- Strong ownership mindset with accountability for business-critical outcomes
- Data-driven approach with the ability to analyse behaviour and act on insights
- Ability to work across multiple channels and functions
- Strong stakeholder management and presentation skills
- Experience with OKRs and outcome-driven planning
- Ability to turn strategy into execution—and execution into learning
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What We Do
Believing that life is more fulfilled through experiences than physical goods, Smartbox Group invented the concept of experience gifts, to offer unforgettable memories. In a world where people are more than ever looking for time for themselves, and are seeking meaningful relationships, offering someone the possibility to experience something rather than offering a material gift is the most valuable and thoughtful way to tell your loved ones you love them. At Smartbox Group, all our energy and creativity are focused on the idea of providing the most beautiful gift to offer and to receive 🎁 With nearly 15,000 different products in various leisure themes : Stays, Wellness, Adventure, Gastronomy… we allow people to enrich their lives with moments of sharing, moments of emotions and unforgettable memories, by living experiences or by offering them. Living more than owning, sharing more than having is more than ever a fundamental trend in our society and that is exactly what we offer at Smartbox Group. Present in 11 countries, with 7 million experience gifts sold per year for an annual business volume of nearly 500 million euros, Smartbox Group employs 1,100 people in Europe and more than 41,000 European partners trust us (hotels, restaurants, wellness centres, oudoor activities…). Do you also want to inspire people to experience life ? Join the pioneer & European leader of experience gifts!
