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Luxury equestrian retailer

Customer Engagement Manager

$0k – $60k • 0.0% – 1.0%
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The Customer Engagement Manager, will create and support a comprehensive global strategy to enhance customer engagement and retain customers.



The customer engagement team, critical to building a data-driven, customer-centric organization, is committed to creating best-in-class digital experiences. The Manager will lead the efforts to convert insights and ideas into actions with a holistic and creative approach to define the entire customer experience.



The ideal candidate will support the Executive Team, in making recommendations on ideal customer segmentation, lifecycle marketing, insights and behavior analysis, loyalty program, and provide tools and features to create immersive, personalized, long-term customer relationships, with the ultimate goal of delivering a consistent message across all markets and touchpoints. With close collaboration, the Customer Engagement Manager, will work with and manage local and regional teams and work cross-functionality across departments.



RESPONSIBILITIES



CRM
Review and recommend ideal customer segmentation applicable across all markets by understanding customer behavior and profiles
Use database to draw insight into: cross channel purchase patterns, SKU purchasing preference, geographical analysis, etc
Ensure consistency and relevancy in global customer engagement messaging
Develop and recommend programs for customer on-boarding, lifecycle management, and lapsed initiatives
Implement pilot programs when applicable and synthesize results
Determine applicable CRM tactics and programs
Omnichannel programs and innovation

Collaborate with IT, social media, retail, and customer service teams and architect a single-customer view across all digital and physical touchpoints
Determine a performance media strategy to target customers based on behaviors and customer insights
Develop a client-telling roadmap and tools to help stores succeed
Partner with regional counterparts to understand and support them in digital-centric initiatives to bolster customer retention
Analyze and develop strategies to optimize the lifecycle management of highly engaged customers to further drive retention, increased purchase frequency, cross-category purchases, IPT and ROI
Support implementation of new marketing automation programs using data to personalize communications
Conceptualize future CRM capabilities - must stay up to date in next-generation customer engagement technology
Train and enable customer engagement program users

INSIGHTS AND ANALYSIS
Set KPIs and guidelines for the local markets, create reporting dashboards, and disseminate data to better inform the entire organization
Communicate and help lead best practice sharing back to regions and lead markets
Run and analyze insight and behavioral studies to enhance existing programs, drive sales, and increase brand loyalty


PROFILE
College degree required
Minimum of 3 years digital marketing/CRM/analytical marketing/eCommerce experience ideally in retail (relevant agency experience considered)
Excellent communication skills (oral and written)
Highly proficient in Excel and PowerPoint
Curious, technology oriented
Champion of customer experience
General affinity and understanding of the luxury consumer
Ability to understand and synthesize complex data sets and understand the practical application of data to marketing execution
Demonstrated success of providing creative solutions to difficult problems
Player-coach mindset - able to listen, effectively educate, and influence teams, as well as be willing to take the lead when necessary
Basic understanding of A/B and multivariate-testing, HTML /javascript knowledge, SQL and other query languages is a plus

ETC
Compensation is based on experience and includes equity for the right candidate

Saddle Shoppe at a glance

Luxury equestrian retailer

Saddle Shoppe focuses on E-Commerce, Retail, and Specialty Retail. Their company has offices in San Francisco. They have a small team that's between 1-10 employees.

You can view their website at http://saddleshoppe.com

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