Senior/Principal Product Manager, Retention

Founded in 2018, Quince was built to challenge the idea that nice things have to cost a lot. Our mission is simple: to make really high quality essentials for really low prices, produced fairly and sustainably. We believe everyone deserves exceptional craftsmanship and timeless design without the traditional markups. Quince is a direct-to-consumer (DTC) model that cuts out middlemen and leverages just-in-time manufacturing to minimize waste and maximize value.

Quince is a tech company disrupting the retail industry by putting AI, analytics and automation at the center of everything we do. Our unwavering commitment to excellence and company values guide our teams and actions:

At Quince, you will be part of a high-performing team that is redefining what quality, value, and sustainability mean in modern retail. We are a destination for builders, innovators, and operators to come together and challenge the status quo. Our collective ambition is bold. We are creating an entirely new category and customer experience – one that democratizes luxury and provides high quality products at radically low prices. That mission demands a world-class team committed to excellence. 

If you are motivated by impact, growth, and purpose, you will find a strong sense of belonging at Quince.

THE ROLE

• →Define the product vision, strategy, and roadmap for Quince's CRM and Retention Technology, working closely with the Sr. Director of Retention, the Chief Growth Officer,  and the data team
• →Be the subject matter expert in CRM data, lifecycle tooling, and the platforms we use; understand our existing stack and how to optimize it
• →Collaborate with retention marketing, data science, and engineering to develop the strategy for lifecycle orchestration, customer segmentation, and personalization tech
• →Build autonomous systems to monitor and deliver personalized communications across email, SMS, push, and in-app channels
• →Build the platform to seamlessly integrate multiple CRM channels and connect lifecycle signals back to the growth and acquisition teams
• →Work with business and technology teams to enable development of a personalization engine and audience segmentation for targeting, lifecycle triggering, and LTV optimization
• →Consider and vet possible third-party CRM, CDP, and ESP vendors that may help in Quince's endeavor
• →Testing and growth mentality – continuous testing of new lifecycle programs and messaging strategies

We are looking for an accomplished Product leader to work with Business, Tech, and Data partners to build world-class retention and CRM capabilities and drive the organization forward. The ideal candidate has deep expertise in building AI and automation as well as in CRM, lifecycle marketing, and customer engagement platforms. Most importantly, they have demonstrated the ability to learn quickly and move fast. They know how to build technology and use it to transform how teams operate. They understand the interplay of operations, technology, data, and reporting, and they are a catalyst for change. 

• Build and execute the strategy to automate lifecycle triggers and scale them across channels, markets, and customer segments
• Build the reporting and insights for retention metrics including repeat purchase rate, LTV, churn, and incremental revenue from CRM
• Include behavioral and lifecycle signals in targeting and personalization across all owned channels
• Embed rigor around data quality and data-driven decision making in the execution
• Build low-touch processes, self-serve solutions, and automation to eliminate the involvement of engineering in business-as-usual (BAU) activities - reduce engineering time spent in BAU activities to <5%
• Develop internal platform and operational dashboards for retention marketers for effective lifecycle campaign management

• 5+ years of experience defining and launching excellent products
• Proven ability to influence cross-functional teams without formal authority
• AI and technical background
• Excellent written and verbal communication skills
• Passion for using data to answer Product/Engineering questions
• Capable of tackling very loosely defined problems
• Experience with CRM platforms, ESPs, CDPs, lifecycle automation, experimentation, and personalization tools
• Ability to build AI tools to achieve goals and foster AI adoption across the organization

Joining Quince means being part of a mission-driven team reshaping retail. You will work alongside talented colleagues, tackle meaningful challenges, and contribute to building a more sustainable, accessible future for customers and partners alike.

Quince provides equal employment opportunities to all employees and applications for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. 

Quince is committed to providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation to complete your application or to perform the essential functions of a role at Quince, please let us know by completing this accommodation form. We review all requests individually and will work with you to determine appropriate accommodations on a case-by-case basis.

Employment is contingent upon successful completion of a background check. Quince will conduct background checks in compliance with applicable federal, state, and local laws.

Security Advisory: Beware of Frauds

At Quince, we're dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, Quince emphasizes legitimate recruitment practices. Initial communication is primarily via official Quince email addresses and LinkedIn; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone, in person, or through the approved platforms Google Meets or Zoom—never via messaging apps or other calling services. Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, rest assured it will be through secure and protected means.