VP Customer Engagement

Newark, NJ Job ID: 10533 Job Category: Consumer Products

Job ID: 11717
Category: CRM & Direct Marketing
Location: AZ – Phoenix

Our client, an iconic direct to consumer brand is looking for a head of Customer Engagement. This Vice President Customer Engagement is responsible for strategic oversight of the digital, social, and e-commerce marketing strategy in partnership with cross-functional departments and Executive Leadership. This critical role will drive the direction with internal and external stakeholders; determine critical success factors, operating plans and activities to support our digital and e-commerce marketing efforts.  

 

  • Identify opportunities for innovation internally and externally leveraging new technologies, emerging products and platforms
  • Contribute to the development of brand’s digital, social and e-commerce strategy. Anticipate future opportunities via industry analysis, consumer insights & trend forecasting and customer segment behaviors.
  • Projects will span across digital technology, process improvement and operational efficiency.

 

Digital & Social

  • Development and oversight of all Digital Media & Social strategies and tactical programs for campaigns and engagement.
  • Responsible for the coordination, management and optimization of media planning & monetizing organic and paid social media content in order to drive social media return on investment and advertising spend.

 

Research & Insights

  • Inform business decisions through the oversight of customer-level analytics related to customer segmentation, sizing, valuation, behavior and propensity
  • Use data to evaluate performance; provide insightful recommendations, and contribute to the continuous improvement of the company’s sales and competitive positioning.
  • Work in partnership with the Business Analytics and Strategy team to inform direction and marketing effectiveness.
  • Formulate actionable and measurable recommendations to increase retention and spend based on customer engagement lifecycle and brand pillars; optimize ROI.
  • Define mechanisms for deepening relationship with customers and engagement programs.
  • Manage research panels to uncover consumer patterns and insights; drive insights and take action.

 

Customer Loyalty

  • Design and launch a structured loyalty program to drive customer engagement
  • Select third party service to help build out loyalty platform

 

Collaboration

  • Work with Creative Team to generate fresh and engaging campaign ideas to deliver on program goals and deepen loyalty and affinity.
  • Ensure e-commerce site, in-store experience, and social and digital experiences are cohesive and compelling.
  • Research and stay up to date with competitor programs, and provide updates and new ideas

 

Ecommerce

  • Channel relationship for eCommerce with online partner

 

Core Leadership Competencies

  • Thinks strategically: takes a broad view of the business, industry, and consumer to anticipate and plan for the future and execute vision.
  • Drives creativity and innovation: ignites curiosity and focuses on highest return on investment
  • Strong relationship management and interpersonal skills. Particular focus on listening to all the Business Intelligence & Strategy partners’ perspective and synthesizing into one strategic direction.
  • Collaborative style

 

Desired Experience

  • 15 + years of relevant marketing experience
  • Proven leadership in a fast paced consumer driven environment.
  • Experience with managing digital and social teams
  • Proven leadership skills, experience leading a team with diverse skillsets
  • BA required