Head of Customer Retention & Loyalty
St. Louis, MO
Marketing /
Full-time (remote) /
Summersalt is looking for a high-level strategic and operational leader who will be responsible for owning the vision and implementation of customer retention and loyalty communications and channels (email, SMS, Loyalty Strategy & Deployment.) The role’s main responsibility is to nurture long-term customer relationships with a focus on lifetime value. The customer is at the center of everything we do, and we aim to make her feel confident, happy and delighted through every interaction with Summersalt.
This growth-oriented leader will have a strong toolkit of CRM tools and strategies. We are looking for someone who is able to evaluate complex business issues and bring strategy to life using new initiatives, technology and cross-team collaboration.
ABOUT THE JOB: Head of Customer Retention and Loyalty
- Oversee customer communications through email, SMS, Loyalty while managing retention efforts for direct mail initiatives.
- Closely monitor promo calendar, email and other campaign performance, as well as implement plan modifications for optimal results.
- Support the long-term health of our customer base by partnering with Paid Media/Performance Marketing, Brand & Direct Mail, Data Engineering and Product Management departments.
- Build new programs and initiatives with new channels.
- Take a proactive approach to data exploration and opportunity identification.
- Undertake a thorough customer journey mapping initiative and work cross-functionally to implement solutions, improvements and new strategies with the goal of optimizing AOV increase and LTV, as well as growing the customer base.
- Regularly identify trends in targeted marketing and CRM strategies to glean insights on best practices and innovative ideas around customer retention. Drive learning and optimization through experimentation, creative iteration, and testing.
- Build, launch, and own a loyalty program (future looking) to reward and retain our highest-value and most loyal customers, focused on participation and upward migration. Oversee and collaborate with the data team to perform customer segmentation analytics (behavioral, attitudinal, demographic) and formulate a segmentation strategy within current customer base.
- Define and own goals, objectives, KPIs, and monthly budget and revenue forecasts, plus monitor and meet targets on a monthly, quarterly and annual basis.
ABOUT YOU:
- 7+ years of retention marketing experience across channels, including: email, CRM, loyalty/rewards, SMS, customer segmentation, and promotions in a B2C environment. A logical thinker, cross-functional connector, detail-oriented with a can-do attitude who can work across the organization to drive results and move the larger business forward.
- This is a high-impact role that will shape the company's email and retention marketing efforts. The ideal candidate will drive a consistent strategy and approach.
- Entrepreneurial spirit is at the heart of everything we do. We value resourcefulness, humility and a team approach at every level of the company.
ABOUT SUMMERSALT:
Summersalt is a generation-defining apparel brand, providing wardrobe essentials for women who are going places. Summersalt launched in 2017 with swimwear made from recycled materials at a $95 price point — designer quality swimwear without the designer price tag. Since then, we’ve launched additional categories including loungewear, knitwear, sleepwear and activewear. Summersalt pieces are modern, sophisticated and fun, with an impeccable data-backed fit based on millions of measurements from over 10,000 women. In the few short years since our founding, Summersalt has built a loyal following of customers, influencers and celebrities, while garnering praise from leading fashion media including ELLE, Vogue and People.
This role is a unique opportunity to join a well-funded, close-knit team that is redefining the apparel and swimwear categories and at the forefront of e-commerce, design and brand innovation. Sustainability, inclusivity and diversity are core tenants of the brand, and we work hard to inspire joy through our products and every interaction with the customer. If you want to be a part of a diverse, hardworking and fast-paced team filled with motivated and thoughtful people, please consider applying.
Summersalt champions diverse backgrounds, perspectives and opinions. We strive to create an inclusive environment where everyone can thrive. Summersalt is an Equal Opportunity Employer, providing equal employment and advancement opportunities to all individuals. We hire the most qualified applicants without regard to race, color, creed, national origin, religion, sex, parental status, age, disability, genetic information, gender identity or expression, transgender status, sexual orientation or any other status protected under applicable federal, state and local laws. We respect the laws enforced by the EEOC and are committed to fostering diversity across our organization. Please note that candidates will be asked to consent to a pre-employment background check. This will be conducted to ensure compliance with company policies and industry standards.
