Head of CRM + Loyalty
LOCATION: New England
Shaw Search Partners is proudly the partner to this exploding, purpose driven, omnichannel jewelry brand in the recruitment of a Head of CRM & Loyalty.
This person will be responsible for owning, understanding and growing our customer love. Charged with developing, implementing and advancing the company’s CRM programs in support of customer growth and retention initiatives. Reporting to the President this position develops the appropriate multichannel contact strategies and programs to drive brand love and revenue.
WHAT WILL I DO?
Drive and nurture our consumer/consumer database
Support on the ideation of new products based on a deep understanding of consumer cohorts
Develop a Loyalty marketing calendar inclusive of necessary incentives, partnerships, and messages to drive purchase frequency. Identify opportunities for program evolution and action upon these opportunities for future success.
Identify new opportunities to profile and segment our customer database. Develop a holistic cross channel testing strategy to support ongoing optimization
Ensure consistent, accurate reporting on Loyalty, database growth and customer retention
Identify new database growth opportunities that will drive sign-up rates. Test new methods of capturing data either through technology improvements, strategic partnerships, or program enhancements
Build and maintain an eco-system of triggered customer journeys that are tailored around the individual. Leverage technology to automate and test personalized content at scale.
Partner with other departments to drive personalization across all of the marketing channels, particularly email, digital and social
Manage the CRM database, including ongoing DB hygiene and testing /validating new data integration
WHAT DO I NEED?
Stellar experience in multi-channel retail, e-commerce business required
Advanced proficiency in Microsoft Word, Excel, PowerPoint, Digital Tools
Solid loyalty program management experience
Ability to review metrics on an on-going basis, analyze, draw conclusions and recommend immediate action
Hands on experience in customer contact management and marketing through multiple channels: email, direct mail, and digital channels
Solid understanding of analytics, including segmentation and modeling and applicable metrics for all tactics and channels
Entrepreneurial; ability to drive forward with goals independently–>
