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Sr. Manager, Customer Journey
1 month ago
Sr. Manager, Customer Segmentation and Lifecycle Marketing Pay: $115,000.00 - $150,000.00 / year
Location: Westlake Village, California
Employment type: Full-Time
Job Description PURPOSE OF THE JOB:
To lead our segmentation strategy, mapping customer journeys to drive engagement and conversion across their lifecycle. The ideal candidate will have a proven track record of customer segmentation/persona building, mapping out omni-channel customer journeys, and a bias for action in executing campaigns that drive retention and build loyalty.
RESPONSIBILITIES:
Own the Guitar Center customer lifecycle strategy, including the customer personas and segmentation. Direct accountability for mapping and optimizing the customer journeys across our different channels (in-store, online, and call center).
Lead a team of 3 Lifecycle Marketing individuals, providing leadership, training, and mentorship.
Lead and partner with consumer insights, acting as an expert and advocate for customer understanding and segmentation, enabling the organization to better communicate with our customers to provide a best-in-class customer experience.
Drive our customer segmentation initiative and develop strategy with the current customer base and implement tactics to increase customer spend, repeat purchase, and win share of wallet.
Develop customer journey mapping with internal and external partners to identify, understand, and optimize priority customer segments and layer on lifecycle opportunities to improve customer lifetime value.
Design and optimize CRM customer journeys, triggers, and automations focusing on all stages of the customer lifecycle.
Partner with Business, Merchants, Omni, and Acquisition teams to create a true lifecycle marketing experience that attracts customers, converts, and builds long-term relationships.
Build the strategy for Lifecycle campaigns including messaging/content strategy, target audience segmentation, measurement plan, and iterative testing.
Develop and deploy initiatives to improve retention and share of wallet across different segments of customers.
Identify opportunities for channel and product optimization at different stages of the customer journey (website pages, call center experience, in-store) through activation, conversion, retention, and winback.
Explore long-term vision to increase CLTV, build loyalty, and develop a plan for the loyalty program.
Requirements MINIMUM REQUIREMENTS & SPECIAL ATTRIBUTES:
7+ years in CRM/email marketing and hands-on customer journey mapping and customer segmentation experience.
Bachelor's degree in business, marketing, research, or related field; MBA a plus.
Must have experience managing direct reports and providing leadership to grow the team and their careers.
Knowledge of, and direct experience with, enterprise-level Email Service Providers and CRM platforms.
Experience with customer segmentation to drive hyper-personalization and relevancy.
Understanding of email marketing operations and technology, including workflows, triggered events, and list management for a multi-product company.
Ability to work with cross-department and cross-functional teams including brand, creative, legal, and technology.
Strong project management and organizational skills with ability to lead change and maximize team contributions.
Understanding of email marketing concepts, metrics, tools, technology, KPIs, and industry best practices, such as deliverability and sender reputation.
Detail and results-oriented with the ability to work in a fast-paced environment.
Strong analytic, verbal, and communication skills.
Why Guitar Center? Here's just some of the rewards:
For our employees who are musicians, we offer the unique opportunity of gig leave—take time off to share your music with the world and return to your job after your tour Guitar Center offers robust benefits and perks, including Medical, Dental, Vision, 401K plus company match, mental health support, paid sick/holiday/vacation time, employee discount program, and tuition reimbursement options.
Pay Rate: $115,000 - $150,000/yr depending on background and experience.
This position is eligible to participate in the Guitar Center Company bonus program based on Company performance.
The job posting is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee, which is always dependent on actual experience, education, and other factors. The pay range(s) listed are provided in compliance with state-specific laws. Pay ranges may be different in other locations.
About Guitar Center:
Guitar Center embodies the world of creativity and music by encouraging our teammates to find their own individual sound. We strive to craft lifelong musicians and make a difference in the world by enabling musicians and non-musicians alike to experience the almost indescribable happiness that comes from playing an instrument. We believe in putting our customers first, engaging with respect and integrity, and fulfilling our mission with passion.
Why join us?
With a career at Guitar Center, you become part of the world's largest multichannel musical instrument retailer. Whether at our Stores, Contact Centers, Distribution Centers, or Support Center, Guitar Center employees have a common goal: to help people find their sound and fill the world with more music.
Love this gig and want to apply?
Send your resume and cover letter today along with salary expectations
Guitar Center is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job-related requirements.
If you are a qualified individual with a disability or a disabled veteran and are unable or limited in your ability to use or access our website, you may request a reasonable accommodation to express interest in a specific opening. You can request reasonable accommodation by sending an email to recruiting@guitarcenter.com.
Position Status Full-time
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