At over 50 years old and counting, B&H has built a reputation as the trusted resource for photography and videography enthusiasts via its NYC SuperStore and its award-winning website. Long known as "The Professional’s Source", B&H is recognized by savvy consumers worldwide for its honest, knowledgeable guidance, expert tips and articles… and always-great prices. B&H offers competitive salaries, medical benefits, a 401K plan, employee discounts and opportunities to grow within a high-energy, low-attitude environment. Make your move to B&H today! Position Overview We are seeking a Product Manager to lead product development for customer retention and lifetime value for B&H's B2C and B2B customers. This role requires deep partnership-building skills and understanding of B2B, Sales, and EDU teams, combined with technical e-commerce product expertise in Customer Service touchpoints on the website. The PM will be responsible for driving solutions for complex business customer needs while delivering core customer experience features including account management, wish lists, email subscriptions, and loyalty programs that align with B&H's legendary customer service standards. Key Responsibilities · Create specialized landing pages for institutional customers and manage comprehensive digital B2B experiences including enterprise account portals, workflows, and professional purchasing tools · Partner closely with B2B sales teams to understand enterprise customer pain points and translate business requirements into product solutions · Own the product roadmap for customer service touchpoints including online chat, email integration · Partner with Customer Service teams to identify opportunities for self-service improvements · Optimize help center experience and entry points across the website · Lead "My Account" optimization efforts to improve retention metrics · Create loyalty program integration and customer engagement tools within account portals · Optimize account onboarding and profile completion flows to increase customer lifetime value · Build landing pages specifically tailored for enterprise, education, and support use cases · Collaborate with Dev teams on complex e-commerce integrations and enterprise-grade features · Ensure technical solutions meet enterprise security, compliance, and integration requirements · Analyze key metrics for customer service entry points , and costumer life cycle/retention rates to inform product decisions Required Qualifications · 4+ years of product management experience in e-commerce or customer-facing digital products · Strong background in customer journey optimization with understanding of how customers move from discovery to purchase and retention · Cross-functional collaboration experience with sales, customer service, and engineering teams to create cohesive customer experiences · Ability to balance customer needs with business objectives and technical constraints Business Partnership & Domain Expertise · Proven track record of building strong partnerships with sales teams, customer service organizations, and business stakeholders · Deep understanding of B2B sales processes, enterprise procurement, and institutional buying patterns · Experience with customer service operations, support ticket management, and self-service optimization · Knowledge of education sector purchasing requirements and institutional sales processes · Strong analytical skills with ability to use data to drive product decisions and measure success · Experience building landing pages optimized for B2B experiences · Familiarity with e-commerce security requirements, compliance standards, and data privacy regulations to collaborate with legal teams in delivering optimal customer experiences Customer Lifetime Optimization · Experience building customer account experiences and optimizing self-service portals · Proficiency with customer service metrics, digital touchpoint analytics, and performance optimization for customer service touchpoints for ecommerce · Knowledge of help center optimization, knowledge base management, and content strategy · Understanding of customer lifetime value analysis, particularly for enterprise and education segments · Understanding of customer lifecycle strategies and retention programs Preferred Qualifications · E-commerce industry experience, particularly in B2B, enterprise, or education markets · Experience with photography/imaging industry or technical products sales · Knowledge of enterprise software integrations (ERP, procurement systems, CRM platforms) · Experience managing large-scale customer service technology implementations · Familiarity with education sector compliance requirements and institutional procurement processes We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex or gender, marital status, veteran status, sexual orientation, arrest record, or any other characteristic protected by applicable federal, state or local laws. We will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to complete this form or to participate in an interview, please let us know. Job Details Job Family Universal Pay Type Salary Hiring Min Rate 121,000 USD Hiring Max Rate 151,000 USD