Product Owner

Job Description

We are seeking an experienced Product Owner to advance our clienteling and omnichannel engagement ecosystem, delivering seamless, personalized experiences across stores, customer care and digital channels. Working with Product Management, business stakeholders and technology teams, this role translates strategic priorities into actionable requirements, owns a delivery-ready backlog and guides capabilities from discovery through adoption. The ideal candidate brings hands-on experience with Tulip clienteling, Salesforce CRM and Salesforce Data 360, together with a strong understanding of retail operations, customer journeys and connected customer data.

Key Responsibilities:

• Clienteling & omnichannel experience. Shape enhancements to associate-facing clienteling tools, assisted selling, customer profiles, appointments, outreach and personalized engagement across store, customer care and digital touchpoints.

• AI-enabled customer engagement. Define and validate use cases for AI-driven recommendations, Next Best Action, targeted outreach, CRM automation and intelligent associate guidance, with appropriate business rules and human oversight.

• Platform & data integration. Collaborate with architecture, engineering and data teams on Tulip, Salesforce CRM and Salesforce Data 360 capabilities; clarify customer identity, profile unification, consent, data quality and synchronization requirements.

• Backlog ownership. Maintain and refine a prioritized product backlog aligned to the Product Manager’s roadmap; manage dependencies, scope, trade-offs and release sequencing.

• Requirements & functional design. Facilitate discovery workshops; document business processes, customer and associate journeys, functional requirements, user stories, acceptance criteria and edge cases.

• Agile delivery & quality. Partner with engineering, UX and QA throughout sprint planning, refinement, demos, integration testing, UAT, defect triage, release readiness and post-release validation.

• Cross-functional collaboration. Align Retail Operations, Customer Care, CRM, Marketing, Data, Technology and external platform partners; communicate decisions, risks, progress and required business input.

• Adoption & continuous improvement. Define measurable outcomes, collect associate and stakeholder feedback, support training and rollout, and improve workflow efficiency, adoption and client engagement.

Required Qualifications:

• Relevant product ownership. Proven experience as a Product Owner, Business Analyst or comparable delivery-facing product role in retail technology, CRM or clienteling.

• Hands-on platforms. Practical experience with Tulip clienteling, Salesforce CRM and Salesforce Data 360, including the customer-data and integration implications of cross-channel experiences.

• Retail and omnichannel knowledge. Strong understanding of store operations, associate workflows, assisted selling,customer service and connected digital-to-store journeys.

• Agile analysis and execution. Ability to create clear user stories, acceptance criteria, process flows and UAT scenarios; confidently manage backlog prioritization and delivery dependencies.

• Communication and ownership. Excellent analytical thinking, stakeholder facilitation, written communication,problem -solving and decision-making in a fast-paced, multi-team environment.

Preferred Qualifications:

• Luxury / high-touch retail. Experience supporting premium retail, relationship-led selling or high-touch customer service models.

• Personalization and automation. Familiarity with AI-driven personalization, Next Best Action, segmentation, CRM journeys and automation.

• Broader retail ecosystem. Experience with enterprise integrations, appointment booking, loyalty, customer identity, assisted selling, order visibility and eCommerce touchpoints