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Head of Retention Marketing
Boston, MA
Job Description
YOUR MISSION
- Lead, manage and motivate a high performing retention team responsible for email, Mobile, and SMS channels including overall execution of our communications platform for eCommerce and stores.
- Develop and execute strategies to maximize traffic and revenue through retention and promotional marketing initiatives.
- Develop and orchestrate journeys leveraging automation across our site and marketing channels to optimize engagement and improve retention
- Direct responsibility for our customer retention and reactivation tactics
- Plan, coordinate, and execute SMS campaigns from conception to completion, including message creation, scheduling, and segmentation.
- Responsible for overseeing our CRM program by leading and growing the channel
- Explicit focus on CRM by leveraging our consumer data and improve our tech stack to drive best in class CRM capabilities
- Manage the optimization of our CRM program while building strong user knowledge of the tool and its core competencies to drive engagement.
- Obsess about and utilize consumer, site and commercial data to develop consumer segments, engagement strategies and new business opportunities
- Lead the development and advancement of automation and personalization through development of a robust consumer journey strategy.
- Lead our retention agency relationships by developing and managing scope, ensuring delivery, assessing tool and capabilities to maximize
- Build a budget and forecasts to support annual and seasonal plans to deliver our sales and financial, customer and channel targets
- Develop and maintain detailed channel and campaign performance reporting. Set benchmarks and standardized reporting for performance analysis, future recommendations and optimizations.
- Conduct analysis on competition, consumer behavior and business trends and present new opportunities.
- Be the channel expert, monitor industry trends and identify new strategies, vendors, tools to further develop and improve our retention marketing channel
- 10+ years of digital marketing experience, in a retail setting or related industry
- Bachelor's Degree in Marketing, Communications or related field
- Email, SMS & Mobile APP experience a must, with broad understanding of performance marketing channels
- Proven experience in designing and managing complex consumer journeys that integrate across channels
- Demonstrated excellence in leading CRM across multiple communication and data platforms
- Ability to manage both technical and business requirements to drive objectives and capabilities.
- Loyalty program experience a plus
- Demonstrated experience with consumer segmentation decisioning and audience analysis
- Fashion/Lifestyle/Footwear retail/brand experience considered a plus.
- Ability to think big picture and manage day-to-day projects concurrently
- Analytical thought leadership with strong financial and business acumen
- Ability to take complex data and detail and present executive summaries and recommendations.
- Comfort presenting to all levels of management.
- Strong written, oral and presentation skills.
- Attention to detail and QA capabilities
- Data and technology background
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Bachelor's Degree
Required Experience
10+ years
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