At Rituals, we believe that exceptional customer service is the cornerstone of every unforgettable brand experience. As our Product Owner - Customer Relations (CR), you’ll take center stage in shaping the tools and platforms that enable our Customer Relations Ambassadors to deliver world-class service. This is your chance to make a real impact by creating memorable moments for millions of customers worldwide.

Why this role is unique:

Imagine leading the transformation of customer service at a company that values mindfulness, connection, and innovation. You’ll take ownership of cutting-edge platforms like Salesforce Service Cloud, crafting solutions that not only enhance operational efficiency but also revolutionize how we engage with our customers. From integrating conversational commerce features to optimizing workflows, you’ll be at the forefront of blending technology and human connection.

What you’ll do:

As a key driver of our customer service evolution, you’ll:

• Shape the future: Define the strategic roadmap for our Customer Relations platforms, aligning them with business goals and customer needs.
• Prioritize impact: Manage and prioritize a product backlog, ensuring we deliver the most valuable features first.
• Collaborate across teams: Work closely with customer service, digital product owners, IT teams, and external partners to bring innovative ideas to life.
• Deliver excellence: Oversee the end-to-end implementation of platform updates, ensuring timely, high-quality releases that drive real business value.
• Be data-driven: Monitor platform performance, identify improvement opportunities, and leverage insights to enhance efficiency and customer satisfaction.
• Drive innovation: Write detailed user stories and acceptance criteria that empower development teams to build forward-thinking features.
• Scale for success: Continuously refine processes to ensure they’re efficient, scalable, and aligned with industry best practices.

Why you’ll love this role:

• Make a real difference: Your work will directly empower our Customer Relations team to create exceptional experiences for millions of customers.
• Own your impact: As the Product Owner, you’ll enjoy full ownership of a critical part of our business, with the autonomy to shape its future.
• Work with purpose: Join a company where mindfulness, connection, and sustainability are core values—not just buzzwords.
• Innovate every day: Collaborate with talented teams and leverage the latest technologies to solve complex challenges and create lasting solutions.

• Proven experience (5+ years) in product management, with a strong focus on customer service platforms. Experience in large-scale organizations is a must.
• Hands-on expertise with customer relations tools, including managing platform enhancements, integrations, and driving user adoption. Familiarity with Salesforce Service Cloud is highly preferred.
• Deep understanding of Agile methodologies, including backlog management, sprint planning, and iterative development, ensuring efficient and high-quality delivery.
• Demonstrated success working with cross-functional teams, including IT, customer service, and digital product owners, to deliver impactful projects aligned with business objectives and enhance customer service operations and quality.
• Exceptional stakeholder management skills, with the ability to translate complex business needs into actionable product features that align diverse teams.
• A data-driven mindset, with a track record of defining and analyzing KPIs to measure success and ensure platform enhancements deliver tangible value.
• Strategic thinker with a hands-on approach, thriving in fast-paced environments while effectively building and leveraging your professional network.
• Fluent in English, with excellent written and verbal communication skills.

Grow with us! The next steps are:

• Please apply via our career site, and make sure you add your portfolio as well
• Our recruiter, Nadette Pluis, will contact you within 7 working days
• An introductory meeting with a team member and the hiring manager follows
• An online assessment
• A second interview
• In the event of a positive outcome, you will receive a proposal with the terms of employment