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Director, Consumer Data Activation & eCommerce

Сфера деятельности: Digital

Тип должности: Permanent

Тип занятости: Full - Time

Место расположения: New York, NY

Страна: United States

 

Color&Co, Director of Consumer Data Activation & eCommerce

 

Overview:

Reporting into the VP/ Brand Manager, The Director of Consumer Data Activation & eCommerce is responsible for developing and scaling customer-centric programs for the Color&Co brand in order to recruit high quality users and build profitable, long-term relationships. This individual will oversee the brand’s CRM programs (email, SMS), data activation & analytics, loyalty & subscription platforms, and the overall D2C site experience/digital product roadmap.

 

Reports to: Vice President, Color&Co

Direct Reports: Assistant Manager Analytics & Loyalty

 

Responsibilities:

CRM & DATA:

• Oversee lifecycle marketing strategies which identify valuable consumers and opportunities that drive increased engagement and revenue

• Create, refine and help optimize direct-to-consumer communications (including email, SMS) to improve acquisition, engagement and retention rates

• Provide consumer insights support as well as audience development support for all digital media campaigns 

• Project manage CRM innovation pilots with new vendors

• Serve as a CRM business intelligence leader, utilizing analytics to drive customer-centric action plans and first party data activations

• Lead through team management all brand/marketing analytics, segmentation analysis, and other analytical techniques to improve consumer insight, retention and loyalty

• Manage the distribution and presentation of CRM reporting and status to executive stakeholders

 

LOYALTY & SUBSCRIPTION MANANGEMENT:

• Own the strategy and execution of a best in class loyalty / subscription program that drives engagement, increases membership volume and user LTV -continually drive innovation in the program to keep it fresh and relevant

• Manage and improve brand referral and advocacy program to boost existing user loyalty and reduce new user acquisition costs

• Provide end-to-end leadership of loyalty initiatives from requirements definition to deployment and analysis, along with issue and risk management

• Track and report on customer KPI metrics - ensure that analysis, testing and learning is conducted in a systematic way to promote critical breakthroughs

 

ECOMMERCE / DIGITAL PRODUCT MANAGEMENT:

• Oversee end-to-end site experience and continuously seek out opportunities to make digital experiences friction-less for consumers

• Drive UX/UI excellence to increase conversion and engagement, synthesizing key learnings and insights from consumer site behavior to inform a feedback loop with Marketing, Education and additional partners

• Maintain and prioritize digital product roadmap, with a focus on launching high impact initiatives and AB tests to improve site conversion rate

• Analyze KPIs/customer journeys to monitor and maximize effectiveness/ROI of both existing features and services as well as new initiatives

• Manage Customer Experience/Care program to ensure users are properly helped with any product or order questions, ensuring high user satisfaction and quick contact resolution

Qualifications:

• 7-10 years CRM and/or Direct Marketing experience, preferably in a Retail, CPG or Subscription industry

• Must have in-depth, ands-on knowledge of Salesforce Marketing Cloud & Salesforce Commerce Cloud

• SMS program management experience (Attentive) a plus

• Experience with subscription platforms (i.e Ordergroove, Recurly etc) strongly preferred

• Knowledge of database marketing strategies including the use of 1st, 2nd, 3rd party data

• Proven experience driving large scale customer acquisition programs through direct response and loyalty

• Experience partnering cross functionally to create personalized customer experiences

• Familiarity with JIRA/ Basecamp/ Invision and other project management tools

• Brings a consumer centric mindset to all projects

• Creative thinking and exceptional analytical skills; experience conducting CRM campaign analytics and consumer research to inform marketing decisions

• BA/BS College Degree



We are an Equal Opportunity Employer and take pride in a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.

If you require a reasonable accommodation to complete an application for a recognized disability under applicable law, please email [email protected]. Please note this email will only respond to specific requests for assistance completing the application as a request for accommodation for a disability. All others will not be considered.