- Develop and implement a comprehensive retention strategy for Jones Road Beauty, with a focus on increasing repeat customer revenue, improving repeat purchase rates, and maximizing lifetime value.
- Oversee Retention Marketing for Jones Road Beauty, including management of Email, SMS, and direct mail channels.
- Implement a channel-agnostic approach, ensuring holistic retention lifecycle marketing across various channels.
- Conduct incrementality tests and manage an experimentation roadmap to drive changes in key metrics with data analyst support.
- Balance management and individual contributor roles, primarily overseeing the retention manager and collaborating with cross-functional teams.
- Analyze customer data to identify key segments and develop targeted retention initiatives tailored to specific needs and preferences.
- Design and execute lifecycle marketing campaigns to nurture customer relationships at every stage of the customer journey.
- Leverage customer data and insights to personalize communications, offers, and experiences for maximum relevance and effectiveness.
- Gather and analyze customer feedback to identify areas for improvement and enhance the overall customer journey.
- Collaborate with Growth, Brand, Product Development, and Customer Support teams to ensure alignment of retention initiatives with overall business objectives.
- Responsible for KPIs and metrics established by CMRO and provide regular reporting and insights to senior management.
- Continuously test and iterate on retention strategies and tactics to optimize performance and drive continuous improvement.
- Develop strategies to identify and cultivate brand advocates among existing customers, harnessing the power of word-of-mouth and social proof to drive acquisition and retention.
- Stay informed about industry trends, best practices, and emerging technologies in customer retention and loyalty, and incorporate relevant insights into strategy development and execution.
- 8+ years of retention marketing experience across channels, including segmentation, personalization, email, CRM and SMS.
- Prior experience handling incrementality / holdout tests and A/B Testing and/or experimentation roadmaps.
- Expert analytical skills with proven ability to scrutinize large amounts of data and turn it into actionable initiatives, including both quantitative and qualitative data analysis.
- A logical thinker with strong cross-functional connections and a detail-oriented, can-do attitude, capable of driving results and advancing the larger business agenda.
- This high-impact role will shape the company's email and retention marketing efforts, requiring a consistent strategy and approach.
- Excellent communication skills, both written and verbal.
- Strong organizational skills and the ability to manage multiple projects simultaneously in a fast-paced environment.
- A baseline understanding of the beauty industry, the Jones Road Beauty brand, and the competitive landscape.
- Proficiency in Klaviyo, Postscript, Looker, Google Suite and other relevant tools.
- Demonstrated ability to work closely with product teams and external partners to execute marketing strategies.
- Adept at problem-solving, with a strategic mindset and an eye for detail.
- Ability to thrive in a fast-paced, creative environment, demonstrating adaptability and resilience.
- Ability to work from our Montclair, NJ office as required (3 days per week)
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Director of Retention Marketing - Montclair, United States - Jones Road Beauty
Description
About Jones Road
Jones Road Beauty was founded by makeup artist Bobbi Brown on the philosophy that the world doesn't need more beauty products. It needs better beauty products. Clean, strategic, high-grade formulations that work on every skin type and tone—and that are as simple to use as they are to master. Jones Road is a lifetime of beauty knowledge, distilled.
About the role
Jones Road Beauty is seeking a dynamic and experienced Director of Retention to lead our efforts in building strong and lasting relationships with our customers. The Director of Retention will be responsible for developing and executing strategies to increase customer loyalty, drive repeat purchases, and maximize customer lifetime value. This role requires a strategic thinker with a deep understanding of customer behavior, strong analytical skills, and a passion for creating exceptional customer journeys backed by data.
What you'll do
What you'll bring
Jones Road Beauty is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
