Product Owner – CRM, WhatsApp, Omnichat

🔥 17 hours ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

✅ Product Manager

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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La Moda

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1986

👗 Fashion

🛒 Retail

Fashion • Retail • Sustainability

La Moda is a prominent Brazilian fashion group based in Santa Catarina that creates and develops premium fashion brands with a strong emotional connection to customers. Known for its successful in-house brands such as Lança Perfume, LP EASY, and My Favorite, the group achieved impressive yearly sales exceeding R$ 1. 2 billion in 2024. La Moda is committed to sustainability, emphasizing ethical practices, environmental responsibility, and fostering genuine relationships with clients and suppliers. Helmed by the Olivo family, the company embodies a culture of innovation and strong values, passed down through generations.

📋 Description

• Lead the implementation and evolution of CRM operations via WhatsApp, integrating Dito, Omnichat, and store operations. • Ensure technology implementation, process design, team adoption, and commercial results. • Own the project end to end, from pilot through scaling. • Build and track timelines, milestones, owners, and dependencies. • Manage the backlog, risks, priorities, and go/no-go criteria. • Coordinate CRM, IT, BI, Retail, Dito, and Omnichat teams. • Monitor system integrations and functional requirements. • Prepare testing, user acceptance testing, and production environments. • Coordinate testing of workflows, queues, outbound messages, data, and measurement processes. • Ensure the technological readiness of pilot stores. • Build customer service, customer assignment, campaign, distribution, and customer transfer workflows. • Define queue, capacity, and customer service SLA policies. • Design chatbot journeys and escalation rules for human support. • Structure usage rules and exception handling. • Build a responsibility matrix covering the PO, CRM, IT, store managers, and sales associates. • Define operating management and monitoring routines. • Conduct weekly meetings with stores and participating teams. • Create materials, processes, and training for store managers and sales associates. • Monitor tool usage and process adherence. • Address adoption challenges and enhancement needs. • Create daily operational performance reports. • Structure comparisons between pilot and control stores. • Track contact volume, active customers, productivity, conversion, and revenue. • Build a financial results matrix and measure incremental revenue. • Manage the pilot budget. • Project platform, messaging, user, and infrastructure costs for expansion. • Build the business case and ROI analysis to support the scaling decision. • Identify opportunities based on pilot learnings. • Prioritize new customer journeys, automations, rules, and integrations. • Maintain the solution evolution roadmap. • Recommend scaling, adjusting, or discontinuing initiatives based on results.

🎯 Requirements

• Experience in Product Ownership and/or Project Management, working on technology implementation projects and the creation of processes and workflows. • Strong command of project management, including timelines, backlogs, RACI matrices, risks, dependencies, priorities, and delivery tracking. • Experience with discovery, requirements gathering, and process/journey design, connecting business needs with technical solutions. • Ability to orchestrate multidisciplinary projects involving Business, Technology, CRM, Data, Retail, and external vendors. • Experience with implementation, training, and change management, ensuring user adoption of new processes and tools. • Proficiency in Excel/Google Sheets and PowerPoint, with the ability to build controls, analyses, reports, and executive presentations. • Knowledge of KPIs, budgeting, and business cases, including cost tracking, performance monitoring, and ROI analysis. • Knowledge of Agile methodologies and project management tools. • Experience with physical retail operations, CRM, WhatsApp Business/API, omnichannel customer service, or projects involving store teams is a plus.

🏖️ Benefits

• All of our positions are also open to people with disabilities. • Remote work