Director, Loyalty

3 weeks ago


San Francisco CA, United States Last Brand Full time

San Francisco / RemoteMarketing /Full-time /RemoteAs Director, Loyalty you will own our customer loyalty program across technology, strategy, and execution. You will scale our nascent program to become one of the top repeat purchase drivers within the Quince growth engine. You will identify the incentives that turn our customers into super-fans and make them fall in love with the brand. You will own the tech stack to enable our loyalty program including managing engineering resources to create a truly unique, world-class program.ResponsibilitiesFully own our customer loyalty program from financial investment to performance and tech stackOwn the refer-a-friend program across incentives, adoption, and overall performance for both retention and acquisitionDeep dive our existing loyalty program to understand potential optimizations, financials, and customer satisfaction with the programCreate testing roadmap for loyalty incentives that is focused on driving incremental repeat revenue per customer, # of categories shopped, and overall LTVCreate member tiers with unique perks and requirements at each level - optimize these requirements and perks to maximize participationOwn measurement and validation of incentives tested including incrementality and margin analysisDrive massive adoption of the program within our existing customer basePartner with engineering to build custom loyalty features and a robust site and mobile app presenceCreate a marketing calendar specifically for loyalty program members with exclusive offers and unique perks and benefitsTest ways to "gamify" shopping and give customers a reason to come back to the site & app organically on a regular basisOwn and optimize the loyalty and refer-a-friend signup flows to maximize sign up and participationPartner with CX team to create line of communication so we can understand the voice of the customer regarding loyaltyPartner with finance team to minimize financial liabilities while maximizing customer participationDetect fraud and implement processes and rules to prevent fraud and gaming of programQualificationsExperience managing a loyalty program for a large customer baseExperience working in DTC ecommerceUnderstanding of how to measure customer retention including cohort analysis, holdout groups, incrementality, and LTVProven track record of implementing loyalty rewards that drive incremental repeat purchase and LTVAbility to project manage complex and technical software implementations - ability to write a product spec and manage engineersUnderstanding of customer psychology that drives purchase behaviorAbility to strategize at a high level while also getting into the weeds to ensure a flawless customer experienceCreative and out-of-the-box thinking - we don’t want to build a “standard” loyalty programExperience with gaming psychology a plusExperience with mobile apps a plus


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