Director of Customer Loyalty & Retention: Los Angeles, CA

Our growing client in the health and beauty space is searching for a Director of Customer Loyalty & Retention to be a member of the Marketing leadership team. This person will work closely with the CEO and Director of Acquisition and be responsible for developing a data and insight driven retention and customer experience strategy to increase LTV of customer.


Responsibilities:

  • Map and optimize the end-to-end customer experience. Work with internal teams to identify places in the customer experience where they lose interest, then develop strategies to proactively identify, win back and retain those clients.
  • Develop and implement a Marketing strategy to drive repeat sales, build loyalty, increase lifetime value and reduce subscription terminations by engaging customers with targeted and helpful content at each stage of the client lifecycle.
  • Achieve the goal of delivering the right message, at the right time, in the right channel through developing a communication strategy for channels including email, push, social, etc.
  • Use behavioral data to personalize and optimize each customer's online experience and drive continued optimization and evolution of the email marketing programs, including trigger programs and transactional messaging.
  • Conceptualize new ways to engage and communicate with customer cohorts, partnering with the brand team to ensure communication is in line with the brand's voice and fundamentals.
  • Collaborate with engineering on machine learning initiatives.


Requirements:

  • 8-10 years of relevant Marketing experience in areas including email, loyalty/rewards, push, social media, customer segmentation, and promotions.
  • Bachelors Degree required
  • Experience in Ecommerce required and subscription industry background highly preferred
  • CRM Experience required
  • Proven track record of developing loyalty programs to increase LTV.
  • Experience conceptualizing, driving alignment, planning resources, managing deadlines and objectives, and delivering analysis and recommendations.
  • Highly data-driven and strong understanding of how to optimize email programs to deliver upon overall company goals and metrics.
  • Possess a strong understanding of consumer mindset and consumer empathy and you have a dedication to great consumer experiences.
  • You take ownership, are an inventive problem solver, and have a high level of accountability.
  • You have a natural ability to collaborate well with others across the organization and thrive in a dynamic, start-up, fast-paced, nimble environment.

 

Compensation:

Competitive salary range commensurate with education and experience.

Please apply directly to Courtney by sending your resume in Word format to: courtney@dcmstaffing.com. Please list your subject line as: "Director of Customer Loyalty & Retention Candidate: (Your Name)"

ALL INFORMATION PROVIDED IS CONFIDENTIAL.
THERE IS NO COST INVOLVED FOR ANY APPLICANT AS ALL FEES ARE CLIENT/COMPANY PAID.

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