Head of Customer Strategy

2 weeks ago

Woodcliff Lake, United States Party City Full time

Party City Holdco Inc. (PCHI) is a global leader in the celebrations industry, with its offerings spanning more than 70 countries around the world. PCHI is also the largest vertically integrated designer, manufacturer, distributor, and retailer of party goods in North America.

PCHI operates across multiple businesses within its Retail Division and Consumer Products Division. On the retail side, Party City (partycity.com) is the leading omnichannel retailer in the celebrations category, operating more than 750+ company-owned and franchise stores. The Consumer Products Division includes design and manufacturing entity Amscan, an industry leader in celebration dcor, tableware, costumes, and accessories.

PCHI is headquartered in Woodcliff Lake, N.J. with additional locations throughout the Americas and Asia.

Job Overview

As the Head of Customer Strategy, youll lead the PCHI transformation from a channel-centric to a customer-centric marketing operating model. Focusing on democratized access to customer data, and cross-functional alignment of customer strategies; you will be responsible for driving customer growth, retention, and frequency both immediate and long-term. As a senior leader in the marketing and digital organization, you will collaborate with peers across marketing, merchandising and operations to pilot new customer segmentation, customer journeys, and customer loyalty. You will be a key strategic partner in developing and informing customer acquisition strategies. Your expertise will lead the team in creating the robust data strategy and foundation, an omni-channel marketing technology stack, and the customer communications strategy necessary to drive brand growth. The HCS will drive a culture of agility, testing and learning, quick to market and a willingness to get in the trenches with the team as necessary.

Responsibilities and Duties

Develop Customer Growth Strategy:

Identify data and insights (consumer, financial, sales) from internal and external sources to inform category and customer strategy across active and lapsed customers, aligned with topline financial targets

Develop the strategic vision for a personalized guest-first experience across all purchasing channels to increase customer engagement and lifetime value.

Develop and deploy rapid loyalty lite strategy to drive customer acquisition, data capture, incremental transactions and increased customer life time value; leverage learnings to inform long-range robust Party City loyalty program

Develop measurement approach, funnel analytics, customer analytics, and reporting mechanisms to provide a holistic view into customer experiences and customer retention.

Establish the short and long-term digital customer engagement roadmap with input and partnership with key partners across Product Management, Digital Product, CRM, Media, Data & Analytics, Brand, and Operations.

Develop forecasts and models for impact of customer growth on 3-year financial plans.

Develop Customer Intelligence Capabilities:

Lead initiative to build customer data ecosystem, including repositories and platforms that provide real-time actionable insights and make segmentation accessible to fuel customer growth.

Lead team of customer analysts to prioritize customer data roadmap.

Lead periodic reporting on customer health with insights and implications to optimize KPIs.

Develop new personalization measurement capabilities for personalized customer journey and offers

Develop Customer Lifecycle Strategy:

Identify and prioritize key segments, use cases, and critical moments in the customer lifecycle to foster deeper relationships.

Lead team of CRM and Loyalty Analysts to optimize loyalty / CRM programs.

Define a robust customer journey model & promotion strategy, rooted in customer behavior, interest & intent, targeting customer segments to achieve financial objectives.

Lead the creation of a customer growth, frequency, and retention roadmap, taking accountability for achieving financial targets.

Responds to macro, retail, and brand environment on a daily and weekly basis to continuously test and deploy new and proven tactics and levers to drive incremental visits and sales in support of attaining total retail, channel and category sales goals

Lead Customer Lifecycle Management & Loyalty Program:

Oversee the CRM program- craft, test, learn, optimize, and scale customer engagement tactics to achieve customer KPIs (key performance indicators).

Enhance channel utilization (email, SMS, push, in-app, geo-targeting)

Own the customer communication and contact strategy to support all customer journeys, ensuring messaging, visual, brand and offer reflect the brand and are positioned to deliver on key KPIS. Partners with marketing for realization of content and creative needs.

Drive A/B and multi-variate testing for campaign optimization.

Ensure seamless communication deployment and channel optimization through the right capabilities and streamlined execution.

Lead Personalization Initiatives:

Champion an all-encompassing omni-channel personalization vision

Leads the end-to-end engagement strategy that reflects concept essence

Integrate customer data and leverage AI for personalized messaging

Foster strategic partnerships with key external vendors

Facilitate a strong collaborative relationship with analytics, crafting comprehensive testing strategies to expedite learning, optimization, and scaling

Qualifications:

Bachelor's Degree required, MBA a plus

8-10 years of proven experience in CRM and Loyalty marketing, with an impressive record of accomplishment in program planning and execution across loyalty, CRM, and personalization

Proven experience implementing an omni-channel, customer-centric marketing & digital operating model that delivered strong top-line sales growth and significant operating efficiencies across the marketing & digital ecosystem

Strong working knowledge of marketing technology providers

Demonstrated ability to balance the need to react quickly to sales environment while building longrange strategic capabilities

Experience in retail, or hospitality industries a plus

Strong analytical skills, with the ability to translate data into actionable insights.

Experience developing campaign forecasts and ROI (return on investment) models.

Demonstrated history of delivering against KPIs and financial targets

Hands-on leadership style with the ability to work cross-functionally, foster true alignment, overcome operational challenges, and accelerate value delivery.

Executive presence and communication skills.

  • Head of Customer Strategy

    2 weeks ago

    Woodcliff Lake, United States Party City Holdings Inc Full time

    Head of Customer Strategy in Woodcliff Lake,NJ at Party City Holdings Inc. The PCHI family of companies is a global leader in the celebrations industry. We design, manufacture, distribute and sell celebration products, services and experiences. And we do it all, start to finish. Here’s your chance to help create lasting memories and make joy easy for...

  • Head of CRM

    4 weeks ago

    Woodcliff Lake, United States Coda Search│Staffing Full time

    Job OverviewThe Head of CRM is a strategic leader responsible for developing and executing comprehensive CRM strategies. This person plays a critical role in retail revenue generation by accelerating the acquisition of new customers, maximizing customer retention, and driving repeat transactions; enabling the organization to achieve its customer base targets...

  • Head of CRM

    1 month ago

    Woodcliff Lake, United States Coda Search│Staffing Full time

    Job OverviewThe Head of CRM is a strategic leader responsible for developing and executing comprehensive CRM strategies. This person plays a critical role in retail revenue generation by accelerating the acquisition of new customers, maximizing customer retention, and driving repeat transactions; enabling the organization to achieve its customer base targets...

  • Sr. Manager, CRM Personalization

    7 hours ago

    Woodcliff Lake, United States Party City Full time

    Sr. Manager, CRM Personalization & Contact Strategy #7335 Corporate Full-time Company Summary Job Description Company Overview: Party City Holdings, Inc. is the largest party goods supplier and party retail chain in the world. We are also the country's premier retailer of Halloween costumes, accessories, and decorations. At Party City we like to have fun! We...

  • Sr. Manager, CRM Personalization

    2 weeks ago

    Woodcliff Lake, United States Party City Full time

    Job DescriptionCompany Overview: Party City Holdings, Inc. is the largest party goods supplier and party retail chain in the world. We are also the country's premier retailer of Halloween costumes, accessories, and decorations. At Party City we like to have fun! We are helpful, passionate, and creative. We inspire our customers with exciting concepts, themes...

  • Sr. Manager, CRM Personalization

    2 weeks ago

    Woodcliff Lake, United States Party City Full time

    Job DescriptionCompany Overview: Party City Holdings, Inc. is the largest party goods supplier and party retail chain in the world. We are also the country's premier retailer of Halloween costumes, accessories, and decorations. At Party City we like to have fun! We are helpful, passionate, and creative. We inspire our customers with exciting concepts, themes...

  • Senior Manager Customer Relationship Management

    3 weeks ago

    Woodcliff Lake, United States Party City Full time

    Job Overview We are seeking a highly experienced Senior Manager of CRM to lead our customer relationship strategy with a specialized focus on personalization and contact strategy. The ideal candidate will be an expert in using CRM tools and analytics to create personalized customer experiences and develop contact strategies that engage customers across...

  • Senior Manager Customer Relationship Management

    4 weeks ago

    Woodcliff Lake, United States Party City Full time

    Job Overview We are seeking a highly experienced Senior Manager of CRM to lead our customer relationship strategy with a specialized focus on personalization and contact strategy. The ideal candidate will be an expert in using CRM tools and analytics to create personalized customer experiences and develop contact strategies that engage customers across...

  • Senior Manager Customer Relationship Management

    1 week ago

    Woodcliff Lake, United States Coda Search│Staffing Full time

    Job Overview:We are seeking a highly experienced Senior Manager of CRM to lead our customer relationship strategy with a specialized focus on personalization and contact strategy. The ideal candidate will be an expert in using CRM tools and analytics to create personalized customer experiences and develop contact strategies that engage customers across...

  • Senior Manager Customer Relationship Management

    1 week ago

    Woodcliff Lake, United States Coda Search│Staffing Full time

    Job Overview:We are seeking a highly experienced Senior Manager of CRM to lead our customer relationship strategy with a specialized focus on personalization and contact strategy. The ideal candidate will be an expert in using CRM tools and analytics to create personalized customer experiences and develop contact strategies that engage customers across...

  • Head Coach

    2 weeks ago

    Lake Wales, United States Warner University Full time

    Position Summary: The Head Baseball Coach is expected to affirm and model the Christ-centered mission of Warner University and the Athletic Department. The head coach must be committed to the Lordship of Christ, a vibrant Jesus Christ-follower who cultivates a Christ-centered lifestyle that is contagious. The Head Coach is responsible for the organization,...

  • Associate Brand Manager

    5 days ago

    Woodcliff Lake, United States Tata Consumer Products - USA Full time

    Associate Brand Manager Woodcliff Lake, NJ Reporting to the Head of Eight O' Clock Coffee and working closely with the marketing and cross functional teams, the Associate Brand Manager will assist in delivering business targets (sales, profit, share) through the development and execution of brand strategy and marketing plan activities for the Eight O' Clock...

  • Associate Brand Manager

    4 weeks ago

    Woodcliff Lake, United States Tata Consumer Products - USA Full time

    Job DescriptionJob DescriptionAssociate Brand Manager Woodcliff Lake, NJ Reporting to the Head of Eight O’ Clock Coffee and working closely with the marketing and cross functional teams, the Associate Brand Manager will assist in delivering business targets (sales, profit, share) through the development and execution of brand strategy and marketing plan...

  • Associate Brand Manager

    1 month ago

    Woodcliff Lake, United States Tata Consumer Products - USA Full time

    Job DescriptionJob DescriptionAssociate Brand Manager Woodcliff Lake, NJ Reporting to the Head of Eight O’ Clock Coffee and working closely with the marketing and cross functional teams, the Associate Brand Manager will assist in delivering business targets (sales, profit, share) through the development and execution of brand strategy and marketing plan...

  • Client Relationship Manager

    1 week ago

    Woodcliff Lake, United States Coda Search│Staffing Full time

    Job Overview:We are seeking a highly experienced Senior Manager of CRM to lead our customer relationship strategy with a specialized focus on personalization and contact strategy. The ideal candidate will be an expert in using CRM tools and analytics to create personalized customer experiences and develop contact strategies that engage customers across...

  • Client Relationship Manager

    3 days ago

    Woodcliff Lake, United States Coda Search│Staffing Full time

    Job Overview:We are seeking a highly experienced Senior Manager of CRM to lead our customer relationship strategy with a specialized focus on personalization and contact strategy. The ideal candidate will be an expert in using CRM tools and analytics to create personalized customer experiences and develop contact strategies that engage customers across...

  • Head of Product

    3 weeks ago

    Salt Lake City, United States Italic Full time

    Italic is creating a world of luxury without labels. We believe that luxury today is exclusionary and all about marketing that hurts its customers and manufacturers. Our mission is to create a new model that enables manufacturers to bypass the legacy luxury supply chain and deliver luxury goods with equivalent or better quality directly to consumers. Our...

  • Head Coach

    2 weeks ago

    Lake Wales, United States Warner University Full time

    Department: Athletics Position Summary: The Head Coach is expected to affirm and model the Christ-centered mission of Warner University and the Athletic Department. The head coach must be committed to the Lordship of Christ, a vibrant Jesus Christ-follower who cultivates a Christ-centered lifestyle that is contagious. The Head Coach is responsible for the...

  • Chief Information Officer

    3 days ago

    Woodcliff Lake, United States Party City Full time

    Job DescriptionCompany Overview: Party City Holdco Inc. (PCHI) is a global leader in the celebrations industry, with its offerings spanning more than 70 countries around the world. PCHI is also the largest vertically integrated designer, manufacturer, distributor, and retailer of party goods inNorth America. PCHI operates across multiple businesses within...

  • Chief Information Officer

    5 hours ago

    Woodcliff Lake, United States Party City Holdings Inc Full time

    Chief Information Officer in Woodcliff Lake,NJ at Party City Holdings Inc. The PCHI family of companies is a global leader in the celebrations industry. We design, manufacture, distribute and sell celebration products, services and experiences. And we do it all, start to finish. Here’s your chance to help create lasting memories and make joy easy for...