Global Director of Customer Engagement and Retention

4 days ago

Torrance, California, United States CarParts Full time

About CarParts.com

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We are the go-to eCommerce platform for auto care and maintenance, offering quality parts at competitive prices and connecting customers with trusted mechanics through our website.

Job Summary

We seek a seasoned Director of Customer Engagement and Retention to lead our loyalty marketing efforts, developing strategies to retain and engage our existing customer base, drive growth, and maximize lifetime value. This high-visibility role requires a data-driven decision maker adept at managing all aspects of the customer lifecycle, teams, and cross-functional collaboration.

Main Responsibilities:

  • Retention Strategy Leadership: Develop and execute short-term and long-term retention marketing strategies focused on customer loyalty and engagement, aligning with overall business goals and collaborating with cross-functional teams.
  • Cross-Segment Analysis and Personalization: Segment our customer base to understand different groups and tailor retention strategies to meet their unique needs and preferences, fostering a personalized shopping experience.
  • Email Marketing and SMS Messaging: Oversee email marketing campaigns, including planning, execution, and analysis, implementing best practices to optimize performance and drive customer engagement. Manage the SMS marketing strategy to deliver timely and relevant messaging driving customer retention and conversions.
  • Leveraging Customer Reviews: Develop strategies to encourage and leverage customer product reviews, enhancing trust and driving sales by showcasing our commitment to quality products.
  • Affiliate Marketing Collaborations: Work with partners to drive customer acquisition and retention through strategic collaborations, expanding our reach and influencing customer behavior.
  • Coupon Strategy Development: Design and execute a comprehensive coupon strategy incentivizing repeat purchases and enhancing customer loyalty, leveraging our understanding of customer behaviors and preferences.
  • Data-Driven Insights and Reporting: Utilize analytics tools to measure campaign performance, derive actionable insights, and inform decision-making to optimize marketing efforts driving revenue and loyalty.
  • Team Leadership and Management: Lead and manage a team of global retention marketing professionals, fostering a collaborative work environment, providing guidance, support, and development opportunities to ensure team success.
  • Budget Optimization: Effectively allocate resources to achieve maximum ROI, ensuring efficient use of budget to drive desired outcomes.
  • Cross-Functional Collaboration: Partner closely with other departments to ensure a cohesive approach to customer retention and loyalty, driving synergy and shared goals.

Requirements:

  • Education: Bachelor's degree in marketing, business administration, or a related field (Master's degree preferred).
  • Experience: Proven experience (10+ years) in content marketing and retention strategies within the e-commerce industry.
  • Leadership: Demonstrated success in managing large customer segments, leading teams, and inspiring collaboration.
  • Communication Skills: Excellent written and verbal communication skills, attention to detail, and ability to prioritize tasks.
  • E-commerce Expertise: Solid understanding of e-commerce best practices, customer journey optimization, and conversion rate optimization.
  • Analytical Skills: Proficient in using analytics tools to measure campaign performance and derive actionable insights.
  • Creative Thinking: Ability to think creatively, develop innovative marketing strategies, and deliver compelling results.

About You

We're seeking a customer-centric professional passionate about e-commerce and experienced in driving customer engagement and retention. As a seasoned leader, you will play a crucial role in shaping our brand's future, working closely with cross-functional teams to achieve shared goals and driving business growth through customer retention.

CarParts.com is an equal-opportunity employer.

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