About this role
## About GoKwik
GoKwik is a growth operating system for D2C and eCommerce brands, enabling checkout optimisation, RTO reduction, payments, retention, and post-purchase engagement. Today, GoKwik powers 15,000+ merchants globally, processes ~$2 billion in GMV, and continues to strengthen its AI-powered infrastructure across India, the UK, Europe, and the US.
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## Why This Role Matters
Customer engagement is rapidly evolving from static communication to intelligent, AI-powered conversations. KwikEngage sits at the centre of this transformation, helping brands manage customer interactions, automate support, drive retention, and deliver personalised experiences across channels. As the Senior Product Manager for KwikEngage, you will own product strategy and execution with a strong focus on Product-Led Growth (PLG). You will drive merchant acquisition, activation, adoption, retention, and revenue expansion by building intuitive self-serve experiences and scalable product-led growth journeys.
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What You’ll Own
Product Strategy & Roadmap
- Own the product vision, strategy, roadmap, and execution for KwikEngage.
- Identify opportunities to drive product adoption, engagement, retention, and revenue growth.
- Translate customer needs and business priorities into clear product outcomes and roadmaps.
- Define success metrics and use data, customer insights, and experimentation to improve product performance.
Product-Led Growth & Merchant Experience
- Drive merchant acquisition, activation, onboarding, and long-term product adoption through intuitive product experiences.
- Build seamless self-serve journeys that enable merchants to independently discover, onboard, and derive value from KwikEngage.
- Identify friction points across product funnels and improve conversion, activation, and retention.
- Drive feature discovery, usage, and expansion through in-product recommendations, nudges, and intelligent workflows.
- Build growth loops through experimentation, behavioural insights, and product-led engagement.
Conversational Commerce & AI
- Build and scale customer engagement experiences across WhatsApp, Instagram, Facebook, Email, RCS, and Web.
- Own AI-powered capabilities across chatbots, customer support, CRM, and lifecycle engagement.
- Build and iterate on LLM-powered workflows, conversational experiences, and intelligent automation.
- Improve automation, engagement, and resolution rates while maintaining customer experience.
Platform & Cross-Functional Execution
- Own merchant-facing experiences across onboarding, integrations, inbox, campaign management, and automation workflows.
- Partner with Engineering and Design to build scalable, intuitive, and reliable product capabilities.
- Work closely with Data, Customer Success, Sales, and Marketing to drive product adoption and growth.
- Lead product discovery, prioritisation, experimentation, execution, and launches.
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Who You Are
- 4–7 years of Product Management experience, preferably in B2B SaaS, CRM, customer engagement, or technology products.
- Experience building and scaling products with a strong Product-Led Growth mindset.
- Demonstrated ownership of product metrics across acquisition, activation, adoption, retention, and monetisation.
- Experience building self-serve onboarding journeys, improving product funnels, and driving feature adoption.
- Hands-on experience building or shipping AI/LLM-powered products is mandatory.
- Strong understanding of LLMs, conversational AI, chatbot platforms, or AI-driven workflows.
- Strong analytical skills with experience in product analytics, experimentation, and data-driven decision-making.
- Strong ownership, execution, and stakeholder management skills.
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## Why GoKwik
At GoKwik, you'll build products that power millions of customer interactions every month. You'll work at the intersection of AI, commerce, and customer engagement, shaping how thousands of brands interact with their customers. This is an opportunity to own a high-impact product area, work closely with senior leadership and cross-functional teams, and build category-defining AI-powered products in a fast-scaling environment.