This job has expired, please see additional jobs below
Director of CEM & Customer Loyalty
GUESS
Los Angeles, CA, United States
Job Details - this job has expired, please see similar jobs below
Job Description
POSITION TITLE: Director of CEM & Customer Loyalty
POSITION PURPOSE:
Responsible for strategy, planning and execution of our Customer Marketing program, which includes our GUESS List loyalty program and marketing for high-value non-loyalty customers.
ESSENTIAL FUNCTIONS:
Analyze current GUESS List loyalty program - what it offers members, structure of the program, and competitive advantage/disadvantage over competing retailers' loyalty programs. Analyze its success in terms of metrics such as total membership, percentage active members, spend as a percentage of total customer revenue, and CLV (Customer Lifetime Value). Prepare short and long-term plans for improvements and the results that will come from them.
Compare our high-value non-loyalty customer profile to our Loyalty member profile and identify important differences. Prepare a plan to grow the current-year revenue and CLV from these valuable customers.
Advance general operations of loyalty systems and processes. Champion technology enhancements including report automation, database efficiency, and point of sale interface. Improve data hygiene and housekeeping processes associated with customer data.
Lead the training for, and communication of, the GUESS List loyalty program to store staff, Ecommerce and Customer Service teams. Advance multi-channel approach to include Mobile App, Social, Website, Customer Service and other online and offline channels.
Manage a small staff to execute on program improvements and marketing campaigns. Grow their skills and professional development.
EDUCATION: Bachelor's Degree
YEARS OF EXPERIENCE: 6-8 Years