Position Title: Lead Product Manager
Department: Product & Operations
Reporting To: Chief Commercial Officer
Location: Selby, Johannesburg
Employment Type: TBC
Purpose Of The Role:
To own the Operational Readiness and Commercialization of the Pinnacle Rewards Solution Stack.
This role serves as the bridge between Technical Development (IT) and Commercial Strategy (Business Development). The Lead Product Manager is responsible for translating technical capabilities—specifically our proprietary “DICE” platform and the global stack components of our platform —into market-ready products. This involves creating the documentation, user journeys, and training assets required to ensure successful adoption by our clients (B2B, B2C, B2E).
Key Performance Areas (KPAs):
A. Product Documentation & Knowledge Management (The “Blueprint”)
- Centralized Repository: Create and maintain a single source of truth for all product documentation. This includes User Manuals, API Documentation (in conjunction with IT), and Standard Operating Procedures (SOPs).
- New Feature Rollout: Specifically own the documentation and operational launch of key 2025 capabilities, including:
• The Merchant Hub: Onboarding guides and merchant operating manuals.
• WhatsApp Integration: User flow documentation and FAQs.
• Coupon & Voucher Ecosystem: Documenting the integration logic for our merchant voucher partners. - Maintenance: Ensure that as the platform evolves, all “As-Built” documentation is updated to reflect the current reality of the stack.
B. Product Enablement & Adoption (The “Translation”)
- Customer Journey Mapping: Design and record video demonstrations of “Golden Moments” (Customer and Merchant Journeys) to be used in sales pitches and training.
- Sales Toolkit Ownership: Define the content requirements for sales presentations and demos. You determine what the product value proposition is; you will brief external technical marketing contractors to execute the visual design.
- Stakeholder Training: Utilize training methodologies to upskill internal teams (CSO, Sales) and external clients on how to utilize the Pinnacle platforms effectively.
C. Solution Stack Management
- Partner Liaison: Act as the operational product lead for our global stack component providers, ensuring Pinnacle maximizes the use of the Global Reward Catalogues and Enterprise Modules.
- Cross-Channel Consistency: Audit and manage the product feature descriptions across all channels (Web, App, Social) to ensure technical accuracy and brand alignment.
- Project Leadership: Lead the “Go-Live” product stream for major client implementations, ensuring the product configuration matches the client’s strategic intent.
Key Interfaces:
- Business Development: You provide the “Ammo” (Demos/Docs/ROI Models) for the Sales team to win enterprise deals.
- IT & Development: You translate business requirements into functional specs for the dev team.
- External Contractors: You are responsible for briefing and managing the output of external Graphic Designers/Technical Marketers.
Minimum Requirements:
- Experience: 5+ years in Loyalty Program capabilities, Project Management, Product Management, or Senior Stakeholder Services.
- Track Record: Proven experience in launching or managing technical service capabilities (e.g., CCaaS deployment).
- Skills:
• Advanced capability in creating business process, feature and function documentation, training manuals, and SOPs.
• Proficiency in Customer Journey Mapping and Video Demonstration tools.
• Strong understanding of Loyalty/Rewards platforms (SaaS) and API-driven ecosystems is advantageous. - Education:
• Bachelor’s degree in Business, Marketing, or Technology (or equivalent experience).
Core Competencies:
- Structured Thinking: The ability to bring order to complex technical environments.
- Communication: Ability to translate “Tech-Speak” into “Client-Value.”
- Operational Discipline: A relentless focus on finishing, documenting, and closing loops.
To Apply: Please submit your resume and cover letter to info@pinnaclerewards.co.za
