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Lifecycle Marketing Lead
3 months ago
Our mission is to inspire entrepreneurs and shoppers to find something new. We buy great brands built on Shopify, unlocking liquidity for small business entrepreneurs looking to start new adventures. We manage nearly 50 brands with over 100,000 products across apparel, beauty, home goods, and electronics.
Our team of e-commerce experts and engineers uses our proprietary technology and tooling, and advantages from our size, to grow our brands at scale.
Two million people have purchased OpenStore products, and soon, we'll launch a consumer shopping app, helping people discover products in an all-new way. OpenStore was started in 2021 by top investor and operator, Keith Rabois, a former executive at PayPal, LinkedIn, and Square, and a co-founder of Opendoor. We are backed with $150M+ from world-class investors such as Atomic, Khosla Ventures, Founders Fund, General Catalyst, and Lux Capital.
ABOUT THE OPPORTUNITY:
The Lifecycle Marketing Lead sits within the Portfolio Marketing team and is responsible for driving customer engagement, retention and loyalty across OpenStore's portfolio of brands.
The Portfolio Marketing team is reimagining how we grow e-commerce brands at scale. Most marketers work on one brand at a time. At OpenStore, you'll focus on the systems, processes and insights that allow you to build high-performing marketing programs for dozens of brands. This work is a critical part of our company's growth model, not only because repeat customer engagement is so valuable, but also because our ability to develop scalable and high-performing marketing programs is one of the key unlocks that will allow OpenStore to continue scaling its brand portfolio.
You will be responsible for leading a team tasked with developing and executing multiple brands' customer retention strategies to achieve growth and profitability targets. Your work will be broader than a traditional CRM role. You will obsess over the customer experience, work closely with tech & data teams to develop scalable systems, partner closely with our merchandising and creative teams to develop compelling marketing campaigns and develop the team and the playbooks that unlock real scale.
WHAT YOU'LL DO:
- You'll build scalable customer retention plans. You'll own email and SMS marketing to drive customer remarketing (first conversion) & retention (repeat conversions) programs across OpenStore's brand portfolio. You'll focus more on building scalable systems and processes than you will on marketing campaigns, but a key output of your work and team will be identifying successful strategies to triple down on. This might mean rolling your sleeves up to identify these strategies alongside your team. You'll take calculated risks, be creative, and use analytical rigor to achieve goals.
- You'll build the retention strategies, models and own performance outcomes. You'll implement strategies to retain existing customers and prevent churn. This may involve identifying at-risk customers, implementing loyalty programs, offering exclusive rewards, and providing exceptional customer service. Additionally, you'll develop and own the retention KPI forecasting/goal-setting for the OpenStore portfolio of DTC e-commerce brands. You'll measure and report on performance, and stay accountable to the results.
- You'll lead testing and experimentation. Continuously test and iterate on lifecycle marketing strategies, messaging, and tactics to optimize performance and drive results. Experiment with different channels, formats, and approaches to identify what resonates best with our customers.
- You'll effectively manage others. You'll manage a team of retention marketers to execute marketing plans across onsite, email, SMS, and more. You'll build the tools, playbooks, and templates to empower your team to deliver exceptional results.
- You'll rigorously analyze and improve performance. As retention fluctuates you'll have a strong pulse on contributing variables, ultimately driving learnings that continuously grow retention marketing.
- You'll work cross-functionally. Through informal influence and strong relationship building, you'll effectively collaborate with colleagues across marketing, supply chain, logistics, customer support, product, data science, and engineering.
- You understand the customer lifecycle. You've built and executed retention & remarketing plans to achieve performance targets for ecommerce brands. You're able to diagnose growth opportunities, prioritize the biggest impact, and execute. You break goals into solvable component parts and effectively execute.
- You are a leader. You are able to inspire, coach, and lead a team of retention marketers. You are able to scale both up and down - being strategic and in the weeds when needed.
- You are analytically rigorous. You have a deep bias towards using data and analyses to drive decisions. You love seeing the power of great analyses and collaborating with peers to shatter growth targets. Your second language is performance KPIs and you know your numbers and the inputs needed to continue improving those KPI metrics.
- You are collaborative, organized, and thoughtful. You actively solicit teammate's feedback and can get things done through informal influence. You're organized and demonstrate judicious decision-making. You have a track record of managing agencies and contractors to achieve goals.
- You thrive in fast-paced environments. At this stage we're still learning. You will iterate with the rest of the team to continuously evolve and improve the marketing playbook.
- You are excited by the prospect of scaling retention marketing across dozens of brands and building the tools and systems to scale.
- 10+ years of marketing experience, including 4+ years of hands on experience with email/SMS marketing as well as building and maintaining successful loyalty programs
- 4+ years managing others
- Builder mentality, an insatiable sense of curiosity & attention to detail
- Experience leading a marketing function in a fast-paced environment
- Excellent analytical & problem solving skills
- Experience with both email & SMS channels in a DTC or e-commerce setting
- Experience with Klaviyo is a plus
- Experience with several CRM platform vendors & platform migrations is a plus
- Experience with subscription marketing a plus
OpenStore is a proud Equal Opportunity Employer where we welcome and celebrate differences. We are committed to providing a workspace that is safe and inclusive, where everyone feels supported, connected, and inspired to do their best work. If you require any accommodations to participate in our recruitment process, please inform us of your needs when we contact you to schedule an interview.
