Director - Customer Loyalty - SHOES.COM - Seattle

Summary of the position...
The Director of Customer Loyalty is responsible for driving repeat purchases, customer lifetime value, and brand engagement. This is a highly visible role and focused in a high impact functional area. From a day-today perspective, you will own the strategy, planning and execution of our core retention performance marketing channels. Focusing on the development of initiatives and campaigns that drive engagement, repurchase, cross sell, brand advocacy and loyalty. Additionally, you will have ownership over existing customer revenue.
You will also serve as a voice of the OnlineShoes.com customer, championing initiatives that improve the customer experience and eliminate customer pain points. This position will be reporting directly to the Chief Marketing Officer and working alongside the Directors of Analytics, Acquisition and Creative. You will be an integral part of the Marketing team.

Who are you?
You are an articulate, analytical and customer-focused marketing professional with a track record of marketing success. You have an outstanding attitude and you thrive in an environment that requires strategic thought, an analytical mindset, and hands-on execution. Finally, you are intellectually curious and passionate about everything consumer retail and e-commerce.

What you will be doing:

Set priorities and collaborate with other teams to achieve SHOES.COM's loyalty objectives. Manage the P&L, budget and overall strategy, execution, performance, and effectiveness of the SHOES.COM loyalty programs. This will include development of retention marketing strategies and integrated marketing plans to support both near-term revenue and long-term growth. Develop compelling loyalty marketing to be used in all our channels. Drive key loyalty metrics. Develop and enhance lifecycle marketing programs across multiple channels and touch-points to maximize customer engagement, lifetime value, repurchase rates, profitability, brand loyalty and advocacy. This will involve identifying, advocating, and championing customer/recipient experience improvements, leveraging the consumer journey maps, to drive innovation, system investment, customer satisfaction, and repeat purchase. Use data-driven analysis and consumer insights to develop hypotheses, execute robust A/B testing plans, and build consensus for the future direction of the OnlineShoes.com customer contact strategy, promotional offers, creative, messaging preferences, and device optimization. Additionally, leverage a diverse set of customer data - demographic, psychographic, behavioral, transactional - to segment and target SHOES.COM customers with highly relevant and engaging content. Present strategy, findings and performance to senior management team. Other duties as assigned from time to time.

Requirements

6-10 years of marketing experience with a preference for marketing in a data-driven e-commerce environment. Must have past marketing experience managing email but ideally also will have experience with catalog/direct mail programs.
Strong business and financial acumen, possessing the ability to synthesize and analyze large amounts of data to identify trends and marketing opportunities.
Familiarity and experience with key loyalty metrics and tactics including: customer churn, reorder rates. RFM, NPS and advanced customer segmentation techniques.
Exceptional research, analytical and problem-solving skills, with an ability to hit short-term forecasts while focusing on big-picture, long-term objectives. Must be able to hypothesize and analyze root causes and then make data-driven recommendations regarding solutions and opportunities.
Strategic thinker with the ability to clearly articulate and implement a focused plan.
Self-starter with excellent project management skills and can manage multiple projects simultaneously.
Hands-on approach and attention to detail that allows for doing work in the trenches while still maintaining a strategic perspective.
Strong communicator who uses data driven analysis to support hypotheses and builds consensus for future direction.
Bachelor's degree required.

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