We are looking for a Director of Customer Loyalty and Retention to develop and execute Glossier’s customer loyalty and retention strategy. This person will be tasked with defining optimal customer journeys that maximize each segment’s loyalty, engagement and advocacy. Ultimately, this person will deliver a strategy and the corresponding programming that will maximize the lifetime value of our community. The Director of Customer Loyalty and Retention must be a one-of-a-kind visionary and executor, with the ability to bounce between strategy, analytics, research and individual conversations.
Design and drive a customer lifecycle strategy that maximizes customer lifetime value across segments
Implement data-driven, multi-channel loyalty and retention programming that will competitively position Glossier to address repeat customer-driven revenue growth opportunities
Leverage customer data and customer stories to establish a company-wide understanding of customer journey and brand touchpoints; work across the organization to optimize the journey
Conduct analysis that applies test and learn principles in a systematic way to identify areas of opportunity and continuously optimize the customer journey
Work closely with partners in Digital Product and Tech to execute vision
8+ years of high performance work experience, including experience with customer loyalty and retention strategy
Bachelor’s and MBA degrees
Strong analytics and data analysis skills
Excellent cross-functional communicator
Strong project management skills with the ability to manage multiple projects and the desire to bring structure to undefined procedures
Strong presentation skills and ability to synthesize findings into digestible forms
Enthusiastic and creative with a go-getter attitude
Appreciation for all things beauty
Experience in a rapidly scaling start-up
Glossier is a beauty brand inspired by what girls want in real life, made by editors who get what works. We test every beauty product under the sun, interview our icons, and are in constant conversation with our customers, community, and Into The Gloss readers. Everything we do is distilled into our essential, easy-to-use skincare and makeup products that enhance–never hide–your real skin.
Glossier lives in NYC, is sold on the internet, ships to the US, Puerto Rico, and Canada, and thinks you look nice today.