Head of Product (SHE-com)

Job Description

We’re seeking a strategic and hands-on Head of Product to lead the innovation, delivery, and expansion of SHE-com’s coaching programs and client experience. This role will be critical in driving key outcomes like client happiness, retention, knowledge growth, and overall program success. You’ll work closely with leadership to onboard and manage coaches, optimise program delivery, and scale our impact globally. If you’re excited by the challenge of reducing churn, creating transformative client experiences, and adapting our programs for international markets, we’d love to have you on board. Key Responsibilities: Strategic Product Development & Execution Develop and execute the product strategy to drive program growth, reduce churn, and increase client satisfaction across all programs: Start-Up Program, Academy+, and Scale Mastermind. Build and manage a product roadmap that prioritises updates, enhancements, and new features based on client needs, feedback, and business goals. Ensure programs consistently deliver measurable results by aligning delivery with clear client outcomes, KPIs set by the CEO, and global market requirements. Customer Happiness, Churn Reduction, and Knowledge Growth Own and deliver KPIs related to client retention, engagement, and happiness, ensuring high satisfaction rates and reduced churn. Create a client journey that maximises engagement, delivering value at every touchpoint and ensuring clients feel supported and connected. Develop and implement initiatives that enhance knowledge retention and growth, including refreshed content, learning modules, and bonus resources tailored to client feedback. Proactively monitor churn signals and address them through program innovations, targeted interventions, and personalised client support. Global Program Expansion Lead efforts to expand SHE-com’s programs globally by adapting content, delivery methods, and support structures to suit international markets. Collaborate with marketing and business development teams to design localisation strategies that resonate with diverse markets. Innovate new delivery formats, tools, or resources to meet the unique needs of global clients without compromising on program quality. Cross-Functional Collaboration & Client Engagement Collaborate with marketing, sales, and operations to align product strategy with overall business objectives and ensure consistent messaging across all client touchpoints. Work with tech teams to optimise and enhance SHE-com’s online learning platforms, resource hubs, and coaching tools for both local and global clients. Partner with sales to source and showcase success stories and testimonials, driving client engagement and demonstrating program value. Oversee engagement within the private Facebook group to promote community connection, peer-to-peer collaboration, and knowledge sharing. Coach Onboarding, Training, and Scheduling Collaborate with leadership to source, onboard, and train new coaches, ensuring they are aligned with SHE-com’s client-focused approach. Manage coaching calendars and ensure availability meets the demand for personalised support across all programs. Regularly assess coach performance and implement development plans to maintain a high standard of client support and satisfaction. Team Leadership and Development Lead, nurture and develop a high-performing team of coaches, community managers, and program support specialists. Set clear objectives and foster a culture of continuous improvement, ensuring that everyone is focused on delivering an exceptional client experience. Align the team with key milestones, KPIs, and program goals to maintain consistent results and high client satisfaction. Data-Driven Decision Making Leverage program analytics and HubSpot CRM data to track client progress, reduce churn, and optimise program outcomes. Regularly review feedback loops and performance metrics to refine program content, delivery methods, and engagement strategies. Implement data-driven processes for prioritising program updates and enhancements that directly contribute to reducing churn and improving retention. Innovation and Market Awareness Stay ahead of industry trends, competitor offerings, and emerging client needs to inform product strategy. Identify opportunities to innovate new features, resources, and delivery formats to ensure SHE-com remains a leader in female-focused e-commerce coaching. Lead efforts to test, launch, and scale new offerings or delivery methods that drive growth and meet global market demands. Qualifications: 8+ years of experience in product management, program delivery, or client success roles, ideally within coaching, online education, or SaaS industries. Proven experience driving client happiness, retention, and reducing churn through strategic product initiatives. Experience with global program expansion, including adapting content or services to international markets. Strong leadership and team management skills, with experience developing and motivating cross-functional teams. Experience with CRM platforms like HubSpot to monitor engagement and personalise client support. Exceptional communication and stakeholder management skills, with the ability to collaborate across departments. Analytical mindset with a proven ability to use data for decision-making and continuous improvement. Why SHE-com: SHE-com is Australia’s go-to community for powerhouse women in e-commerce. We provide female entrepreneurs with the tools, strategies, and community support they need to scale their businesses with confidence. At SHE-com, we’re more than a program, we’re a movement. By joining us, you’ll have the opportunity to create meaningful change, collaborate with a passionate team, and help women entrepreneurs achieve their full potential. How to Apply: If you’re passionate about fostering community and empowering women entrepreneurs, we’d love to hear from you. Send your resume and a brief introduction to , with the subject line: “Your New Head of Product”. Seniority level Executive Employment type Full-time Job function Product Management and Marketing Think Tanks #J-18808-Ljbffr