Customer Communications Product Analyst II (RITM0455429)

Here at Discount Tire, we celebrate the spirit of our people with extraordinary pride and enthusiasm. Our business has been growing for more than 60 years and now is the best time in our history to join us. We are opening more locations every year and we are always looking for qualified individuals to join us in our growth. We are a company that promotes from within, both in our retail and corporate operations. 

We are seeking a Customer Communications Product Analyst (II) who, under minimal supervision, will lead the strategy and ongoing development of our email and SMS communication programs, ensuring that every interaction helps customers feel confident, informed, and cared for. This role combines product ownership with customer engagement expertise, driving a roadmap that supports safe, easy, and inviting experiences across the Discount Tire journey.

In order to do so, this role will be responsible for evaluating existing business and customer needs and providing solutions to optimize customer experience in the channels of brand to consumer communication.

Essential Duties and Responsibilities:

• Define Vision and Roadmap
  • Establish and champion the product vision for transactional customer communication channels (email, SMS, push notifications)
  • Develop and manage a prioritized roadmap including both new and optimized experiences using customer behavior to send triggered and curated journeys (appointment reminders, service updates, promotions, loyalty messaging)
  • Analyze business opportunities and defects, clarify scope and objectives, summarize findings, propose improvements to key stakeholders
  • Communicate and coordinate schedule for feature development
  • Approve functional requirements and development backlog stories
• Backlog & Execution
  • Translate business goals into clear epics, user stories, and acceptance criteria
  • Prioritize enhancements to campaigns, templates, personalization, and automation features that improve customer experience and operational efficiency
  • Aligns functional requirements and designs to support Omni Channel projects; collaborates with stakeholders to understand and align with technical requirements
  • Documents User Experience Design stories to assist in the creation of high fidelity prototype
  • Ensures requirements related to design and user experience are documented, actionable, measurable, testable and related to identified business needs or opportunities in collaboration with stakeholders
  • Subject Matter Expert for communication features and functionality; including documenting and maintaining business rules
  • Provides first level of support for questions regarding business requirements, designs, and functionality
• Cross-Functional Collaboration
  • Work closely with Customer Insights, Digital, Store Experience, Marketing, IT, and Store Operations to deliver initiatives on time and with measurable impact
  • Serve as the bridge between business stakeholders and development teams, ensuring alignment and clarity
  • Understands the Software development lifecycle and collaborates with IT counterparts to groom backlogs and prioritize work
  • Serves as liaison to other business segments, to coordinate joint efforts for communications, web, app, and POS features
  • Proactively evaluates and resolves issues among teams; recognizes and articulates the trade-offs, risks and advantages of solutions
  • Serves as business liaison to technical teams
• Platform & Vendor Management
  • Oversee email/SMS marketing platforms and participate in related technology needs (CRM/CDP)
  • Partner with internal teams and external vendors to evaluate new capabilities and integrations to achieve the vision and roadmap of these channels
• Performance & Compliance
  • Stays current on the latest industry technologies, trends and strategies
  • Monitor key performance indicators (engagement rates, appointment and sales conversions, customer satisfaction, and more)
  • Ensure all messaging adheres to CAN-SPAM, TCPA, GDPR, and Discount Tire privacy standards
• Continuous Improvement
  • Use analytics and testing (A/B, multivariate) to drive personalization, optimize send times, and enhance customer engagement
  • Leverage customer insights to improve communications across the tire and service lifecycle
  • Completes work in a timely and accurate manner while providing exceptional customer service
  • Other duties as assigned

Qualifications:

• This position requires a minimum 3-5+ years a Product Analyst/Owner, Product Manager, CRM Manager, or Marketing Technology lead, preferably in a retail, automotive, or service-oriented environment
• Hands-on experience with email/SMS platforms such as Salesforce Marketing Cloud, Adobe Campaign, Marketo, Braze, or similar tools
• Strong project management expertise and system experience with Jira (or similar) is required; Agile methodology experience preferred
• Proficiency with Microsoft Office, including skills with Word and Excel is necessary.
• Experience managing professional services engagements and working with internal shared services to build project scope, metrics and manage performance to metrics is necessary.
• Strong ability to communicate across all levels of the organization, present complex ideas concisely and clearly articulate technical ideas to a non-technical audience both verbally and in writing is necessary.
• Ability to actively engage in multiple initiatives simultaneously is necessary. Ability to identify complex problems, review information to develop and evaluate options then implement solutions is essential.
• Able to work efficiently and accurately under pressure, meet deadlines, present a professional demeanor and work well independently is essential. In addition, troubleshooting and organizational skills with a can-do attitude and the ability to adjust to changing requirements are essential.
• Customer service skills including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude is essential. Maintaining confidentiality, treating others with respect and upholding Company values are key.

Educational Requirements:

• Bachelor’s degree in Marketing, Business, Computer Science, or related field (or equivalent experience). MBA preferred
• CSPO or other Product Owner certifications desired
• Experience and/or certification in customer journey mapping and lifecycle marketing desired

Work Days:

Normal work days are Monday through Friday. Occasional Saturdays and Sundays may be necessary.

Work Hours:

Normal work hours are 8:00 a.m. to 5:00 p.m. Additional hours may be necessary.

Discount Tire provides equal employment opportunities to all employees and applicants 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 status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local law.

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