Marketing - Director, Customer Engagement & Loyalty - Full-time / Part-time

Overview:

At Home (NYSE: HOME) is the leading home decor superstore that dedicates more space per store to home decor than any other player in the industry. We are focused on providing the broadest assortment of products for any room, in any style, for any budget. We utilize our space advantage to out-assort our competition, offering over 50,000 SKUs throughout our stores. Our differentiated merchandising strategy allows us to identify on-trend products and then value engineer those products to provide desirable aesthetics at attractive price points for our customers. Over 70% of our products are unbranded, private label or specifically designed for us. We believe that our broad and comprehensive offering and compelling value proposition combine to create a leading destination for home decor with the opportunity to continue taking market share in a large, fragmented and growing market.

If you are ambitious, passionate, competitive, absolutely love a challenge, smart, energetic, dedicated, grounded in integrity and focused on excellence then we want you on our team.

The Director of Customer Engagement reports into the Chief Marketing Officer, and is responsible for all direct communications with our customers and potential customers.

Responsibilities:

Maximize Customer Engagement:

• 
  
  Lead in the development and launch of our new loyalty program – both the broader customer program, the credit card program, and a professional program to build relationships with high value designer/stager/landscapers/realtors.
• 
  
  Partner with Marketing counterparts, Analytics, Agency Partners, Accounting, Store Operations, Finance, and IT teams to align operational efforts across the organization, optimize high-value member experience, and drive program performance among our customer base.
• 
  
  Manage ongoing reporting and performance analysis around these initiatives, delivering insights and providing data-driven recommendations that maximize short- and long-term member engagement and growth of our program
• 
  
  Work closely with accounting to make sure best practices are put in place in managing the liabilities of the program.
• 
  
  Collaborate with merchant, finance, and analytics partner in designing, developing, and executing compelling promotions and offers targeted at members to change behavior.
• 
  
  Developing and leveraging reporting and ad hoc analyses to assess impact and enable data-driven decision-making.
• 
  
  Contributing strong project and team management skills to the team and across the global, matrixed organization
• 
  
  Maintaining a thorough understanding of the ever-evolving customer loyalty program landscape; actively monitor competitor and industry trends and make appropriate recommendations for At Home
• 
  
  Manage 1 direct report, analytics contractor, and agency relationship.
• 
  
  Keep CMO informed on the development and performance of the program.
• 
  
  Ongoing budget management and reporting.

Customer Acquisition:

• Lead our Direct Marketing programs for New Mover’s and New Store Openings

• Constantly test and make recommendation on how to optimize the program

• Ongoing reporting of the results

Key Traits:

• Bring excellent written and verbal communication skills with strong ability to communicate complex data analysis out to cross-functional stakeholders.
• Proven expertise leveraging financial and consumer data and insights to facilitate data-drive decision-making in complex environments
• Extremely strong quantitative and analytical background within a corporate or professional services setting
• Advanced knowledge of relational databases and business intelligence tools, and comfort with customer data dimensions and key metrics
• Strong ability to consider business problems through an analytics lens then translate complex quantitative findings into actionable insights and go-to-market strategies
• Excellent project management skills with ability to work independently, manage the independent work of other Team Members as appropriate, and facilitate collaboration
• Prior experience in promotion planning and reporting, including building analyses to measure incremental behavior and ROI performance
• Proven expertise working on teams that include direct reports, agencies, consultants and matrixed functional counterparts
• Strong interest and understanding of customer behavior and its implications for loyalty programs

Qualifications:

• BA/BS Bachelor's Degree
• At least (10) years of professional experience in Marketing, preferably in retail, hospitality, restaurant or services
• A minimum of seven (7) years of experience supporting the program design, analytical insights and/or CRM approach for a consumer brand, product and/or loyalty program – retail experience preferred.
• A minimum of five (5) years of experience creating and delivering senior executive level briefings on complex business problems, customer analyses, and/or strategic recommendations

Options:

Apply for this job online Apply
Share
Refer this job to a friend Refer

Share on your newsfeed