Staff Product Manager, Customer Decisioning & CLV

About the role

We are hiring a Staff Product Manager to own and evolve HelloFresh's customer prediction and decisioning portfolio, the suite of ML products that forecast customer value and, increasingly, decide the next best action for every customer: the right action, message, or nudge, for the right person, on the right channel, at the right moment. You'll lead a squad of Data Scientists and Machine Learning Engineers on a mission to build the AI-powered engine that decides how HelloFresh creates and protects customer value across millions of customers and multiple markets. In this role, you will evolve our customer prediction and decisioning portfolio from a passive measurement layer that predicts value into an active engine that prescribes and orchestrates the actions that create it, moving from generic, rules-based segmentation to a sophisticated predict-and-optimize system that pairs models of each customer's lifetime value and incremental response with optimization that spends finite budget and attention where it returns the most. Your scope spans the entire customer journey: from first discovery to reacquisition and active retention, across every owned channel. This is a commercial decision-making role, not a single-surface personalization role. CLV is the prediction that powers it; next-best-action is what we do with it. You will own both the prediction layer and the decisioning/orchestration layer that turns predictions into action. You will advocate for a customer-centric philosophy: optimization as empowerment, not manipulation. Working backwards from customer needs, you'll ensure our AI helps customers make better-informed decisions, with rigorous standards around transparency, privacy, and fairness. Trust is our primary growth lever when customers feel understood, it drives long-term retention, higher order frequency, and advocacy. You will serve as the voice of the customer and the single-threaded leader across Data Science, Engineering, Commercial, Marketing, CRM, and Growth translating ML capability into customer-first experiences and aligning the organization around one decisioning strategy.

Responsibilities

• Sense the opportunity and set direction: synthesize customer insight, commercial context, competitive signal, and ML advances into a clear, prioritized multi-quarter strategy then translate it into quarterly objectives the squad can execute.
• Drive adoption of predictions as decisions: deepen how prediction outputs feed experimentation guardrails, CRM/communication decisioning, and growth & product strategy so models don't just inform analysis, they drive operational action.
• Scale decisioning across all markets and touch points, ensuring consistent, explainable experiences customers understand and trust while navigating complex technical and operational trade-offs.
• Define success metrics that balance customer and business outcomes satisfaction, retention, and engagement on one side; conversion, customer lifetime value, incremental lift, and ROI efficiency on the other and report directly on the outcomes that matter to both customers and the business.
• Prioritize ruthlessly with rigorous product practices, balancing near-term efficiency wins against long-term strategic capabilities, and making clear pragmatic calls between ML, GenAI, heuristics, and simple rules based on ROI, latency, and maintainability.
• Drive cross-functional alignment and adoption as a single-threaded leader across Tribes and Alliances influencing without authority to get Commercial, Marketing, CRM, and Growth to converge on, trust, and adopt a unified decisioning strategy.

Requirements

• End-to-end product craft You bring strong product leadership across the full lifecycle from opportunity identification to vision setting, strategy, ex

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