Job Description
DESCRIPTION
Zappos is seeking a customer obsessed leader to drive our customer strategy. This pivotal role will shape how we understand, engage with, and grow our customer base through data-driven insights and strategic initiatives. The ideal candidate will combine analytical expertise with strategic thinking to transform customer insights into actionable strategies that drive growth and loyalty. This position will be focused on our customer strategies, understanding customer insights and research, and creating CRM, loyalty strategies. You will work closely with cross-functional partners (e.g., Marketing, Tech) to execute customer-centric initiatives.
The ideal candidate embodies both analytical and strategic leadership capabilities. They have a proven track record of translating complex customer data into actionable business strategies, demonstrated through measurable improvements. They should have a collaborative mindset that enables them to work effectively across Marketing, Merchandising, and Technology departments. The candidate must possess strong technical skills, including proficiency in data analysis tools and visualization platforms, while maintaining a deep understanding of customer behavior and retail dynamics. Their communication abilities should be exceptional, allowing them to influence senior leadership through data-driven presentations and strategic recommendations. Ideally, they will bring relevant experience from the fashion retail or e-commerce sector, though strong customer strategy experience from other industries would be valuable. Most importantly, they should demonstrate a passion for understanding and enhancing the customer journey, with a proven ability to drive results in areas such as customer acquisition, retention, and loyalty.
Key job responsibilities
* Develop and execute comprehensive customer strategy based on quantitative and qualitative insights
* Drive the development and implementation of CRM strategies across all customer touchpoints
* Define and execute strategies to increase new customer conversion, second purchase rates, and loyalty program effectiveness
* Partner with marketing teams to optimize customer communication strategies across channels (email, push, etc.)
* Develop and track key customer metrics and KPIs to measure strategy effectiveness
* Build and maintain strong partnerships with cross-functional teams including Marketing, Merchandising, and Technology
* Present strategic recommendations to senior leadership based on customer insights and market analysis
About the team
The F2 Subsidiary Customer Experience org supports both Zappos and Shopbop, Amazon Fashion subsidiary businesses with teams in New York, NY, Madison, WI, and Las Vegas, NV. We are seeking a head of Customer that will report directly into the Chief CX Officer.
BASIC QUALIFICATIONS
- Experience using data and metrics to drive improvements
- Experience with Excel or Tableau (data manipulation, macros, charts and pivot tables)
- Experience leading go-to-market for consumer software or hardware product launches
- Bachelor's degree in business or analytical discipline
- Experience communicating and presenting to senior leadership
- 5-8 years of experience in strategic management consulting, customer strategy, CRM, or related field
Job Tags
Full time,