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Ecommerce Retention Director

2 months ago

California, United States Pixi Inc. Full time

Director of Customer Retention - Ecommerce

About Pixi Inc.

Founded in 1999, Pixi Inc. has built a devoted global clientele through our pure, revitalizing, and skin-friendly products that promote a naturally luminous appearance. Our founder, Petra, leverages her experience 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 is 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. This pivotal role will focus on 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 Development and Implementation:

  • Formulate and execute comprehensive retention strategies to enhance customer loyalty and lifetime value.
  • Examine customer data to uncover trends, behaviors, and opportunities for retention enhancement.
  • Collaborate with marketing, product, and customer service teams to design and implement retention-centric campaigns.

Customer Relationship Management:

  • Design and oversee customer lifecycle initiatives, including onboarding, engagement, and re-engagement programs.
  • Create personalized communication strategies to elevate customer experience and satisfaction.
  • Establish loyalty programs to reward and motivate 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, emphasizing performance and areas for enhancement.
  • Conduct A/B testing to refine retention strategies and tactics.

Team Leadership and Collaboration:

  • Guide and mentor a team of retention specialists, promoting a culture of continuous improvement and innovation.
  • Work closely with ecommerce, marketing, and customer service teams to ensure alignment and integration of retention initiatives.
  • Stay informed on industry trends and best practices to ensure Pixi's retention strategies remain cutting-edge and effective.

Key Performance Indicators (KPIs)

  • Customer Retention Rate: Measure the percentage of customers who continue to purchase 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 the company.
  • Churn Rate: Monitor the percentage of customers who cease purchasing over a specified timeframe.
  • Net Promoter Score (NPS): Assess customer satisfaction and the likelihood of recommending Pixi to others.
  • Engagement Rate: Evaluate the level of customer interaction with retention campaigns and communications.
  • Average Order Value (AOV): Measure the average expenditure by customers per order.

Requirements:

Experience:

  • Demonstrated experience in ecommerce, with an emphasis on customer retention and loyalty.
  • Strong foundation 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, capable of building relationships across all organizational levels.
  • Proficiency in utilizing analytics tools and CRM platforms.

Work Environment:

  • This is a fully in-office role.

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.