Do you have an entrepreneurial mindset and the passion to thrive in a semi-startup environment?

Do you have a passion for continuously improving customer experiences?

If this sounds like you, here’s your perfect job!

The Customer Acquisition and Growth Senior Manager will lead strategy development and execute growth and retention initiatives with an eye toward building long-term relationships with salons. This role is best suited for someone with a passion for developing connected experiences and meaningful touchpoints to drive behavior changes across the professional customer journey. A successful candidate will additionally be highly analytical and a strong partner for internal data teams as well a proactive thought leader for developing innovative engagement and retention programs for network salons. This is a cross-functional role primarily supporting the professional salon division while working alongside sales, marketing, education, operations and e-commerce and would have significant shared P&L impact.

Key Duties including, but not limited to:

New Salon Acquisition:

  • Develop & execute annual by-channel strategies for increasing overall salon customer count
  • Manage new salon acquisition set program from concept to close including assortment, packaging, messaging, budget, and tracking/analysis
  • Develop & execute lead generation campaigns for field team/distribution partners
  • Support planning of intro assortments & pricing strategy in conjunction with marketing, field and accounts

Salon Retention:

  • Drive strategy and execution of salon customer journey to onboard, retain, build loyalty, and increase lifetime value
  • Build a customer segmentation framework to inform future pro strategy
  • Develop and roll out a calendared & standardized new salon onboarding program
  • Work alongside marketing to develop current & effective salon merchandising plans

Salon Loyalty Program:

  • Lead customer research to determine salons’ key motivators and needs
  • Develop and communicate the Salon Loyalty Program vision, strategy, and initiatives and lead the successful roll-out across all customer touchpoints
  • Focus on increasing customer advocacy, retention, purchase frequency, and lifetime value and improving overall customer perception and satisfaction
  • Develop a cohesive end-to-end customer communication plan
  • Develop and maintain omni-channel, loyalty-specific campaigns to maximize registration, minimize churn and ensure upward movement of enrolled salons
  • Ensure program features are set up to support or grow salon loyalty - including financial and non-financial rewards
  • Develop effective strategies to manage program costs and liabilities
  • Identify targeted segments across our salon base to enable more personalized experiences and offers
  • Identify, prioritize, and scope new loyalty benefits that add value and drive customer engagement
  • Develop a deep understanding of the salon customer (participating in research, conducting data analysis, and reading/listening to customer feedback) to effectively serve as the voice of the customer during product development or initiative execution

Salon Affiliate Program:

  • Lead all activities associated with salon affiliate channel programs in the US & Canada
  • Develop & execute an annual program strategy that drives program growth as well as overall brand loyalty and in-salon productivity. KPIs include revenue/conversions, network size, and network productivity
  • Test new strategies such as bonus incentives or special payout offers
  • Direct affiliates with content creation and best practices

Reporting & Analysis:

  • Regular reporting & analysis on effectiveness, functionality of strategies & programs including KPIs and how metrics affect each other
  • Stay informed on professional industry trends, competitive landscapes and new technologies affecting salons and distribution platforms
  • Develop & manage forecasts and budgets individually and in conjunction with account managers and marketing

Profile:

  • Minimum 5 years of experience in professional salon industry
  • Demonstrated project management skills
  • Experience leading and growing a team to meet departmental goals
  • You are able to walk in our customer's shoes to understand our different types of customers and how to reach them, appeal to them and provide them with a good experience
  • Expert proficiency in Excel
  • Excellent organizational, written and oral communication/presentation skills
  • Detail-oriented
  • Strong analytical and business acumen
  • Ability to work independently in a fast-paced environment with a strong creative focus
  • Team player possessing the ability to build, foster and nurture strong relationships with cross-functional brand and shared service teams
  • Passionate about contributing to an organization focused on continuously improving customer experiences

Location: Option to work 100% remote with 3-4 mandatory trips per year to HQ in Brooklyn, NY (paid by company).

Additional job requirement: This job position requires in-person work as stated above, and therefore as company policy, you must be fully vaccinated against the COVID-19 virus. Proof of vaccination will be requested before your first in-person work assignment.

So why should you work with us?

Heat Makes Sense, Inc. (HMS) is a fast-growing hair care and tool manufacturer, with our headquarters in Brooklyn and distribution in Pennsauken, NJ. We have created fun, performance-driven products and tools for professional stylists and consumers since 2009. Our products are carried by salon professionals and retailers worldwide. You have seen amika in Birchbox, Sephora and in your high-end salons (www.loveamika.com) and you’ve seen Eva NYC in Costco, Target and Urban Outfitters (www.eva-nyc.com). We owe a lot of our success to our company culture and embracing a tight-knit work environment.

Unlike most companies, we create everything in-house. Our brand teams and Product Development take an idea for a tool or product, and create versions for internal testing (employee participation encouraged!). Our amazingly innovative design studio (sensestudio.nyc) creates our unique packaging and marketing materials and our operations team produces and distributes the new products. From there, marketing, sales and ecommerce take the reins to tell the world. All along the way, we have our executives, finance/accounting and HR/Admin departments to make sure the company itself is running smoothly. Every employee has an impact on the company, which inspires our collaborative culture!

Over the years we have defined our core values as inclusivity, sustainability, wellness and community engagement in our beautiful Brooklyn neighborhood and beyond. As we implement new processes and procedures, we rely on feedback and input from our employees to ensure every employee feels welcomed, safe and valued. We aim to practice what we preach and believe that our culture contributes to our success.

Here are just a few elements of our culture that you can look forward to:

  • An inclusive environment amplifies our employees’ voices in fundamental conversations
  • A staff of ambitious people who want to set roots down with us and advance in their career
  • Ongoing Diversity, Equity & Inclusion training
  • Volunteer and mentorship opportunities with various NYC-based organizations
  • A safe space to let your ideas be heard and truly make an impact in the type of day-to-day you have always wanted
  • Sustainability initiatives like composting, recycling and clean energy - and pursuing B-Corp certification!
  • Shared core values among staff who are passionate about what they do

Here are some quotes from real employees to tell you about who we are:

  • “Great products, great ideas, fun environment, great employees, capable and caring management, and endless opportunities for growth and development.”
  • “A warm and encouraging atmosphere.”
  • “Relationships between co-workers are extremely important here, which makes the overall experience of going to work very pleasant.”
  • “Hard work is recognized.”
  • “Super supportive management that really lets you have a voice and listens to your input and ideas.”

Some benefits & Perks:

  • Health, dental, vision and life insurance
  • 401(k) matching
  • Short and long-term disability
  • Paid parental leave
  • Quarterly product allowance + product discount (70% off!)
  • Paid vacation, sick and holiday time
  • Classpass
  • Headspace
  • EAP
  • Paid volunteering hours

Ready to apply?

Please click the link that will bring you to our careers page through Greenhouse. Submit a cover letter describing yourself and why you’d be the perfect fit, along with your resume.

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