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Head of Customer Loyalty

2 months ago

California, United States Pixi Inc. Full time

Director of Customer Retention - Ecommerce

About Pixi Inc.

Founded in 1999, Pixi Inc. has garnered a dedicated global clientele through our pure, revitalizing, and skin-friendly products that promote a naturally glowing appearance. Our founder, Petra, leverages her experiences as a busy mother to develop innovative formulations enriched with botanicals and beneficial ingredients. We are committed to delivering multi-functional, flaw-correcting, and youth-enhancing products for individuals on the move. Our mission remains unchanged: to enhance the natural beauty of everyone, making them look like their best selves in just a few effortless minutes.

Position Overview

We are in search of a seasoned and creative Director of Customer Retention – Ecommerce to join our dynamic team. This pivotal role involves crafting and implementing strategies aimed at boosting customer retention, loyalty, and lifetime value across our ecommerce channels. The ideal candidate will possess a robust background in ecommerce, data analysis, and customer relationship management, demonstrating a successful history of enhancing retention and engagement.

Key Responsibilities:

Strategy Formulation and Implementation:

  • Devise and execute comprehensive retention strategies to elevate customer loyalty and lifetime value.
  • Examine customer data to uncover trends, behaviors, and opportunities for retention enhancement.
  • Work collaboratively with marketing, product, and customer service teams to design and implement retention-focused initiatives.

Customer Relationship Management:

  • Develop and oversee customer lifecycle programs, including onboarding, engagement, and re-engagement strategies.
  • Create personalized communication plans to enrich customer experience and satisfaction.
  • Establish loyalty programs to reward and encourage repeat purchases.

Data Analysis and Reporting:

  • Utilize analytical tools to track and assess key retention metrics, such as churn rate, repeat purchase rate, and customer lifetime value.
  • Deliver regular reports and insights to senior management, highlighting performance and areas for enhancement.
  • Conduct A/B testing to refine retention strategies and approaches.

Team Leadership and Collaboration:

  • Guide and mentor a team of retention specialists, promoting a culture of continuous improvement and innovation.
  • Collaborate closely with ecommerce, marketing, and customer service teams to ensure cohesive and integrated retention efforts.
  • Stay informed on industry trends and best practices to ensure Pixi's retention strategies remain innovative and effective.

Key Performance Indicators (KPIs)

  • Customer Retention Rate: Measure the percentage of customers who continue to make purchases over a specified timeframe.
  • Repeat Purchase Rate: Track the percentage of customers making multiple purchases.
  • Customer Lifetime Value (CLV): Estimate the projected revenue a customer will generate throughout their relationship with us.
  • Churn Rate: Monitor the percentage of customers who cease purchasing over a specified timeframe.
  • Net Promoter Score (NPS): Assess customer satisfaction and likelihood to recommend Pixi to others.
  • Engagement Rate: Evaluate the level of customer interaction with retention initiatives and communications.
  • Average Order Value (AOV): Calculate the average expenditure by customers per order.

Requirements:

Experience:

  • Demonstrated experience in ecommerce, with a concentration on customer retention and loyalty.
  • Strong expertise in data analysis and customer relationship management.

Skills:

  • Exceptional analytical and problem-solving abilities, with the capacity to translate data into actionable insights.
  • Strong communication and interpersonal skills, with the capability to foster relationships across all organizational levels.
  • Proficiency in utilizing analytical tools and CRM platforms.

Work Environment:

  • This role is fully in-office.

Application Instructions:

Before submitting your application, please ensure that you meet the following criteria:

  • Extensive experience in ecommerce retention strategies.
  • Willingness to work fully on-site.

Your application will not be considered if you do not meet these essential criteria.