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Director - CRM, Customer Insights & Loyalty

Employer
Intermix
Location
New York, New York, United States
Closing date
10 Jun 2021

Job Details

About Intermix

INTERMIX is known for curating the most exciting mix of product from luxury and emerging designers. We're all about delighting our customers by helping them to discover trends, designers and notably special pieces.

Our unique culture blends an obsession with fashion with a powerful entrepreneurial energy. Online and in our stores - where merchandise is hand-selected - we're devoted to one-on-one service and styling, driven by data and on-the-ground insights that - at the end of the day, help us make our customers feel effortlessly chic. If you're bold, curious, and want to be part of an innovative approach to fashion, join us.

About the role

The Director, CRM, Customer Insights, and Loyalty has ownership and responsibility for developing and driving customer programs that enhance the customer experience through innovative initiatives that focus on acquisition, retention, and reactivation across all channels and segments. The role requires a high degree of strategic and analytical ability to develop actionable insights to improve our customers experience, our business operations and financial results. The Director will be highly involved in the day-to-day operations of a fast moving business and will be technically savvy; tightly managing our CPD vendor. This role requires strong leadership; adept at coaching and developing a world class team. In addition, this role will be a highly visible member of the digital team and will need to have a passion for mentorship to their team. Responsibilities and focus will frequently shift to meet the demands of the business and staffing.

What you'll do


  • Supports the development of a data-driven, customer-centric, test-and-learn culture through use & advocacy of marketing
    technology,
    reporting & analytics, while driving new cross-channel CRM strategy, innovation and programs across all customer touch points


  • Lead the implementation, measurement, and optimization of CRM campaigns across all channels (in partnership with cross-functional teams including Finance, Planning, Store and Online Operations and Brand and Digital Marketing)


  • Develop a testing infrastructure to support the operational and financial assessment of new opportunities, as well as developing and managing an innovative Loyalty or Perks Program, focusing on personalization, engagement and retention,


  • Manage all aspects of market research, CRM partner/vendor relationships, and develop
    and maintain
    successful vendor deliverables, focused on continuous relationship management and capabilities assessment.


  • Evaluate and optimize current segment structure, monitor customer migration across segments, and establish programmatic approach to continued evaluation and improvement of our segmentation strategy


  • Define and monitor success at the program, customer segment and campaign levels. Identify and report on Health of the Customer KPIs to track effectiveness of the all programs and assess levels of Brand loyalty over time


  • Partner closely with digital and retail teams to determine best ways to acquire new customers, deepen brand engagement, drive increased spend and average order value.


  • Responsible for defining all relevant program and customer segment KPIs, tracking and monitoring the performance and customer migration within segments, and effectiveness in meeting our acquisition and retention targets


  • Create and facilitate a formal process to report and update all key partners and senior leadership on all programs, initiatives, and customer KPIs, while working closely with our development team and third-party partners to ensure customer data availability and integrity for reporting, analytics, campaign management, and personalization platform



Who you are


  • 8-10+ years of
    loyalty,
    analytics, customer insights, and market research experience with demonstrable results


  • 6+ years in a management role with proven ability coaching and developing teams


  • Prior CRM/Loyalty program development including detailing functional requirements and experience in launching loyalty or perks programs


  • Technical

    proficiency and knowledge of CRM database solutions and feeds, loyalty platforms, campaign management tools and platforms, Google analytics, and BI tools/systems. CDP (Action IQ) experience a plus


  • Extensive experience analyzing customer behavioral data with deep segmentation experience


  • Bachelo

    r
    s
    degre
    e required
    an
    d Master
    degre
    e a
    plus


  • Fashion and performance driven business experience highly preferred



Benefits at Intermix

  • Merchandise discount for our brands: 50% off regular-priced merchandise at Old Navy, Gap, Banana Republic and Athleta, and 30% off at Outlet for all employees.
  • One of the most competitive Paid Time Off plans in the industry.*
  • Employees can take up to five "on the clock" hours each month to volunteer at a charity of their choice.*
  • Extensive 401(k) plan with company matching for contributions up to four percent of an employee's base pay.*
  • Employee stock purchase plan.*
  • Medical, dental, vision and life insurance.*
  • See more of the benefits we offer.

*For eligible employees

Gap Inc. is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. We have received numerous awards for our long-held commitment to equality and will continue to foster a diverse and inclusive environment of belonging. This year, we've been named as one of the Best Places to Work by the Humans Rights Campaign for the fourteenth consecutive year and have been included in the 2019 Bloomberg Gender-Equality Index for the second year in a row.

Company

Welcome to INTERMIX, where fashion is fun. We believe style is a form of self-expression and we’re here to get you excited about getting dressed.

What makes us unique is our edit. Each season, our buyers visit hundreds of brands spanning the globe, selecting their favorite pieces, designers and trends. The result? A curated selection of the best styles across a mix of established and emerging designers —the things we know you’ll love. At INTERMIX, you’ll never have to sift through floors or pages of clothes and accessories to find the perfect one: We’ve done the work for you. And for those times when you need a little help pulling it all together, we offer complimentary styling services in our boutiques and online—think of it like getting connected to a good friend with great style. At INTERMIX shopping is personalized, easy and fun. You will leave feeling your most confident self.

We are proud to use our retail platform to advocate for and foster conversations about female empowerment, diversity and inclusion, and sustainability, three topics we care deeply about. We invite you to check out our monthly series, In Conversation With Women, where you can see these topics come to life through the shared experience of inspiring women.

We look forward to seeing you in one of our boutiques nationwide or online. If you have any questions, please don’t hesitate to reach out to us [here] or DM us on social. We’d love to hear from you.

Company info
Website
Telephone
3234391515
Location
1440 Broadway
New York
usa
10018
US

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