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Head of CRM and Loyalty

Moda Operandi

New York, New York
posted May 2, 2022

Moda Operandi is an e-commerce platform transforming the way people discover and shop for designer fashion. Through its innovative mix of commerce and content, Moda allows women to shop for what’s new and what’s next in designer fashion from the world’s leading emerging designers and luxury brands. Founded in 2010, Moda Operandi's mission is to make it easy for designers to grow their businesses and consumers to realize their personal style. Today, Moda’s platform carries more than 1,000 brands and designers across fashion, fine jewelry and home, ships to 125 countries.

We’re looking for a Head of CRM & Loyalty to focus on driving timely and relevant customer communications to improve sales and retention rate. In this role, you’ll develop personalized customer communication strategies across all addressable marketing channels, including email, direct mail, SMS, App Push, and Loyalty.  The ideal candidate has extensive CRM and loyalty experience, loves data, and is passionate about driving performance improvements through testing.

This player-coach will develop personalized communications that map to the customer journey at a segment level.  You will be joining a growing Digital/CRM team responsible for providing a best in class customer experience while driving top line sales as well as increasing retention rate.

Responsible for:

  • Define product roadmap, KPIs, and develop creative/product briefs to build out end-to-end lifecycle communication strategies
  • Responsible for CRM technology stack and integration with customer databases and other technologies in the Marketing stack
  • Responsible for A/B testing and optimization roadmap
  • Own list health, list growth initiatives, and reporting - spanning promotional, lifecycle, and transactional CRM
  • Partner with our Product team to integrate lifecycle CRM initiatives, optimization, and insights into our user journey
  • Partner with our Merchandising team to further develop our segmentation strategy
  • Own the loyalty program.   Increase engagement and behaviors related to loyalty, using transactional & behavioural data
  • Represent CRM in cross-functional projects and integrate new communication channels as they’re developed
  • Own the CRM testing/optimization pipeline with the freedom to test creative and unique ways to drive engagement, and LTV
  • Drive operational efficiency, feedback loops, and quality of CRM execution by developing and improving processes while maximizing the use internal tools
  • Lead, mentor and grow an exceptional team
  • Work closely with the product team who owns transactional communications
  • Work closely with the creative team to develop a creative briefing and feedback loop process
  • Automate manual, ad-hoc processes into highly optimized, fully automated flows

Qualifications:

  • 10+ years of experience running a CRM program including email, SMS, push notifications, in-app messages, and loyalty programs for fast growing DTC or E-commerce companies
  • Advanced Technical, Data Mining and Aggregation Expertise
  • Advanced Analytics - Tabeau, Looker, Great Plains, Big Query
  • A track record of tackling complex problems and improving retention related KPIs
  • Extensive experience with A/B testing and optimization
  • Credit management Experience
  • Familiarity with and willingness to use/engage with email platforms (we use Braze, Segment, MailChimp, and Sendgrid), customer data (we use Looker) and organizational tools (we use Monday.com)
  • Experience building and managing a team
  • Willingness to dive in with a no-task-is-too-small attitude
  • A clear communicator with solid written and oral communications
  • A motivated, positive, proactive, and transparent attitude
  • HTML experience
  • SQL/SAS/DBA experience required
  • Web Analytics Admin experience (GA360) required
  • Liveramp
  • Web Development experience (personalization) required

Benefits of Joining Moda Operandi:

  •         Medical, dental & vision coverage
  •         Generous PTO policy
  •         Hybrid Work Arrangement
  •         Flexible Fridays during Summer
  •         Pet Insurance discounts
  •         Mental Health support
  •         Employee discounts