It must be nice to be you: to have that razor-sharp analytical mind, that facility for working with data, that much-sought-after knack for understanding customers, that deep-seated commercial instinct — and now, this opportunity to put it all to work in a company that cherishes what you have to offer and is dedicated to making life good for its employees. In a nutshell, this job is all about leveraging your analytical prowess to manage the brand’s CRM and loyalty programs. It promises a high profile, strategic influence and plenty of room for creativity and growth. No wonder we’re jealous.
Writ large, your mission shall be to develop and execute strategies for acquiring, retaining and rewarding the company’s customers to grow revenues. With a direct line to the VP of Digital Commerce, you’ll have three reports managing the key areas of your remit: CRM, Insights, and Analytics. On the CRM front, you’ll constantly be designing new ways of optimizing the platform. Building off your previous experience with personalization and testing, you’ll develop and manage a loyalty program that’s the envy of the industry for the way it cements relationships and reactivates customers. Much of that program’s success will be driven by the market-research effort that you oversee, in which you turn qualitative and quantitative data points into insights that both you and the company’s executive teams can use to guide strategic decisions. Of course you’ll track your programs’ success using KPIs that you’ve helped identify, and you’ll share your findings throughout the firm on a formal, ongoing basis.
Let’s see. Customer segmentation is something you’ll work on, with the Marketing team. Tracking customer experience and gathering net-promoter data. Managing relationships with vendors. Monitoring customer migration. And then the big one: Serving as a true leader to your team, mentoring them, problem-solving, sharing your expertise, and inspiring them to hit their targets with panache.
Hired Gun Proﬁle
You’ve been boating around in the rarified waters of CRM, customer insights, business analytics, loyalty and market research for a good 10 years now, with a solid six of those years in management. During that time, you’ve become fully conversant in business intelligence software (like Tableau), with CRM solutions, with all manner of analytical tools, and with Merkle. You’ve done segmentation. You’ve had a hand in launching a loyalty program. And man, do you do analysis; you sometimes startle colleagues with your ability to hear what the data is telling you about customers and their behaviors and preferences.
You’re known as a fair and effective manager, the kind of person who people are eager to get in line with and work for. You communicate clearly and easily, with a particular flair for telling the stories that come to you out of the data.
It would be great if you have experience with a women’s apparel brand, although that’s not a must-have. Oh, and if you happen to like working for socially responsible employers, then consider this deal commensurately sweeter.
This is a chance to really have an impact on a successful company’s financials by doing the stuff you do best. Sometimes we swear we wish we were you.
All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, creed, age, sexual orientation, veteran status, marital status, disability, or any other status protected by applicable law.