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Director of Marketing - Retention
ModCloth
Los Angeles, CA, United States
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ModCloth is an innovative, digitally native lifestyle brand committed to inspiring individual style and helping our community of customers be the best version of themselves. Our products are vintage inspired and feature feminine silhouettes and bright, colorful prints. ModCloth designs and sells its own signature line of apparel in a full range of sizes, and curates a unique assortment of fashion and home decor from more than one hundred independent designers.
The Director of Retention Marketing is a critical member of the leadership team at ModCloth, responsible for developing strategies and executing programs that segment, activate, grow and retain ModCloth’s valuable customer base. In particular, the individual in this position will be a change agent, leading initiatives to revolutionize the way ModCloth thinks about CRM, loyalty and personalization, leading a transformation to a true lifecycle-based marketing organization.
This role is responsible for monitoring and managing the health of the holistic ModCloth customer file and personalizing customer experiences across channels with continuity. This requires a cross-functional player who will partner closely with analytics, finance, customer care, technology, merchandising, and marketing channel owners.
What you'll do...
• Create loyalty, retention, advocacy and win back programs across multiple channels, segments and geographies
• Create personalized customer experiences and specialized programs that drive customer engagement, conversion and loyalty
• Act as an advocate for CRM and loyalty programs and expand their reach beyond traditional channels such as email and push marketing, referral marketing, bounce-back offers and win back programs
• Manage direct mail program optimizing for monthly catalog profitability as well as customer acquisition
• Develop loyalty programs that discover, delight and retain key customer segments
• Manage annual budgets for personalization, CRM and loyalty initiatives and collaborate with finance and marketing teams to manage forecasts, actuals and accruals
• Ability to monitor technology and competitive landscape to lead and drive new innovative solutions to support business objectives
• Deliver in-depth weekly, monthly, and quarterly analysis on performance of channels and drive a truly data-driven approach to all aspects of customer engagement, conversion and retention marketing
• Foster a culture of continuous optimization by developing and implementing a strong framework for iterative testing
• Partner with cross-functional teams to execute on core business objectives, including social media, PR, merchandising, creative/UI, product/UX, operations, HR, legal, and finance teams
• Ensure forecasts, budgets and schedules meet management requirements
• Provide inputs and recommendations towards final decisions on administrative or operational matters and ensures operations’ effective achievement of objectives
• Ability to manage through subordinate managers and influence and manage peers across the organization
• Effectively lead large cross functional projects
• Provide marketing leadership - have the ability to inspire and motivate a diverse team to achieve marketing objectives
• Ability to successfully manage team morale in a group with high performance requirements and expectations
• Ability to identify, recruit and retain top talent
• Be an example of ModCloth cultural values in their own actions and speech
You...
• Have at minimum a Bachelor’s degree, experience in retail preferred, advanced degree a plus
• 10+ years progressive experience in CRM and/or loyalty marketing experience in an e-commerce environment
• Are self-motivated and independent, with the ability to influence others without direct control
• Have strong analytical skills with the proven ability to scrutinize large amounts of data and turn it into actionable initiatives (including both quantitative and qualitative data)
• Are very comfortable with data and making decisions based on empirical evidence
• Have familiarity with testing methodology and desire to drive results through analytics
• Have experience with sophisticated CRM technology solutions and database management
• Have experience with P&L forecasting and digital and traditional direct marketing channels
• Are an experienced manager who cares deeply for the personal and professional development of the people on their team
• Have experience working with outside vendors, email, CRM, customer care, loyalty platforms, modeling, etc.
• Have first-rate collaboration skills, even across diverse departments