Director of Customer Retention and Loyalty

2 weeks ago

Old Toronto, Ontario, Canada Knix Full time
Unlock Customer Loyalty and Drive Business Growth

At Knix, we're revolutionizing the apparel industry with innovative products and a best-in-class customer experience. As the Director of Retention & Loyalty, you'll play a critical role in driving customer loyalty and lifetime value across our brand.

Key Responsibilities:
  • Develop and execute customer retention programs, loyalty programs, and engagement initiatives to drive customer loyalty and lifetime value.
  • Lead and collaborate with the data team to perform customer segmentation analytics and develop a strategic segmentation approach within our customer base.
  • Oversee customer communications through complex behavior flows via email and SMS while managing and enhancing retention efforts.
  • Collaborate closely with the digital product team to build the right technology, programs, and features that support LTV enhancement.
  • Monitor and optimize email and other campaign performances, making data-driven adjustments for maximum impact.
  • Take a proactive approach to data exploration and opportunity identification to build new programs and initiatives, including new channels.
  • Build, launch, and manage a loyalty program that rewards and retains high-value customers and drives upward migration.
  • 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.
Requirements:
  • 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.
  • Strong people management experience leading high-performing teams.
  • 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.
  • 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.
  • Familiarity with marketing automation tools and CRM systems (e.g., Klayvio, Segment, Attentive), and knowledge of email marketing platforms and campaign management.

We're looking for a seasoned retention marketing expert to join our team and drive customer loyalty and lifetime value across our brand. If you have a passion for data-driven strategies and a strong focus on enhancing the customer experience, this role offers the opportunity to make a significant impact in a fast-paced, innovative environment.

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