Director of Customer Retention & Maximization

Online Marketplace for Premium and Collectible Consumer Goods
Published
July 19, 2017
Job Type
Category

Description

Chaloner has partnered with a Detroit based company specializing in online buying and selling of premium and collectible consumer goods on their search for a Director of Customer Retention & Maximization.

What You'll Do/Need

Responsibilities

  • Own and execute a lifecycle marketing strategy to drive repeat sales, build loyalty, increase lifetime value and reduce churn by engaging customers with the most targeted, relevant and helpful content and promotions at each stage of the customer lifecycle
  • Map and optimize the end-to-end customer journey by working with internal teams to identify places in the customer journey where customers disengage and then develop strategies to preemptively identify, win back and retain those customers
  • Develop the vision and strategy for how to use key communication channels (including email, push notifications, text messaging and social channels) to drive trade volumes, cross-sell to different verticals and upsell (increase value of trades)
  • Partner with the Data team to perform customer analysis, segment customers into meaningful and actionable cohorts, conduct A/B and multivariate tests, establish reporting infrastructure, track and analyze performance, and communicate results
  • Use segmentation and behavioral data to personalize and optimize each customer’s contact strategy, including building a customer communication center where users can control the products they monitor and the communications they receive
  • Develop a strategy and program to retain and maximize power buyers/sellers and VIP customers
  • Set the vision for measurement and analytics, ensuring we are appropriately measuring performance and impact
  • Review existing tooling and suggest new software development or purchasing where appropriate
  • Work with cross-functional business partners, including the Content, Creative, Engineering and Marketing teams as well as external vendors to deliver campaigns and communications in a timely, detailed manner
  • Communicate results to the leadership team and other key stakeholders
  • Build out a team in due course that will be capable of serving the needs of the organization as they continue to scale
  • Partner with the Marketing and Product teams to recommend on-site and in-app help tools and experiences

Requirements

  • Bachelor’s degree or higher
  • Eight years of experience working in a customer retention and maximization role within an e-commerce context
  • Three years as the departmental head responsible for leading an entire retention division
  • Experience with selecting and developing customer relationship management tools
  • Experience using in-app contact tools to maximum effect
  • Expertise in analyzing and reporting complex retention and activity metrics
  • Experience interviewing candidates with a keen eye for talent and culture fit
  • Strong strategic mindset and the ability to turn first-class strategy into first-class implementation
  • Excellent written and verbal communication skills
  • Love of instructing and teaching team members
  • Strong organizational skills and the ability to delegate successfully
  • Ability to collaborate effectively with various teams to deliver solutions
  • Ability to show clear ownership of and accountability for projects from start to finish
  • Ability to balance consistency and process with adaptability and flexibility to meet the needs of customers and the business (While the organization is established, there is still a strong entrepreneurial/start-up mentality and operation style.)

Interested and qualified candidates should apply below or send a resume and cover letter to Jenn Saldarelli (jenn@chaloner.com)

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