Senior Brand and Community Experience Strategist

3 weeks ago

Old Toronto, Canada Knix Full time

Knix is an award-winning intimate apparel and activewear brand that revolutionizes the industry with innovative products, best-in-class customer experience, and strong community engagement.

About the Role

We are seeking a highly skilled Senior Brand and Community Experience Strategist to drive customer loyalty and lifetime value across our brand. Reporting directly to the Chief Marketing Officer (CMO), you will lead the strategy and execution of customer retention initiatives, including segmentation, loyalty programs, and personalized marketing efforts.

Key Responsibilities:
  • Customer Segmentation and Retention Strategy: Define goals, objectives, KPIs, and monthly budget and revenue forecasts while monitoring and achieving targets on a monthly, quarterly, and annual basis.
  • Data-Driven Insights: Collaborate with the data team to perform customer segmentation analytics (behavioural, attitudinal, demographic) and develop a strategic segmentation approach within our customer base.
  • Loyalty Program Management: Oversee customer communications through complex behaviour flows via email and SMS while managing and enhancing retention efforts.
  • Technology and Features: Collaborate closely with the digital product team to build the right technology, programs, and features that support LTV enhancement.
  • Email and Campaign Performance: Monitor and optimize email and other campaign performances, making data-driven adjustments for maximum impact.
  • Proactive Approach: Take a proactive approach to data exploration and opportunity identification to build new programs and initiatives, including new channels.
  • Loyalty Program Development: Build, launch, and manage a loyalty program that rewards and retains high-value customers and drives upward migration.
  • Regulatory Compliance: Ensure compliance with GDPR, CSPAM, and other relevant regulations while regularly identifying trends in targeted marketing and CRM strategies to glean insights and drive innovation.
About You

To succeed in this role, you will require 8+ years of experience in retention marketing, including a proven track record in developing and executing customer retention programs, loyalty programs, customer segmentation, and engagement initiatives. You must have strong analytical skills with proficiency in CRM tools, data analysis platforms (e.g., SQL, Excel), and A/B testing, with experience in using data to drive retention strategies.

A background in e-commerce or retail, preferably within the fashion or apparel industry, with a solid understanding of online consumer behavior and sales funnel optimization is also essential. You should have experience in leading and mentoring a team, with the ability to collaborate effectively across marketing, sales, and product teams.

A customer-centric mindset with a strong focus on enhancing the customer experience, supported by experience in customer journey mapping and personalized marketing strategies is crucial. Familiarity with marketing automation tools and CRM systems (e.g., Klayvio, Segment, Attentive), and knowledge of email marketing platforms and campaign management are also required.

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