Director of Customer Engagement

Unlock New Opportunities in Customer Engagement and Retention

We are a forward-thinking company revolutionizing the way people sleep. As we continue to grow, we need experienced professionals like you to help us achieve our vision.

Customer Retention Strategies:

• Develop comprehensive retention plans across email marketing, SMS, WhatsApp, and customer success touchpoints to increase repeat purchases and customer lifetime value.
• Create loyalty programs and customer engagement initiatives to drive customer loyalty and retention.
• Implement win-back campaigns for dormant customers and churn prevention strategies to reduce customer attrition.
• Coordinate with customer success teams to create seamless retention experiences and optimize customer journeys.
• A/B test retention messaging, timing, and channel mix for optimal engagement and maximum ROI.

Lead Generation & Optimization:

• Analyze website user behavior to identify key lead generation touchpoints and optimize them for maximum conversions.
• Implement comprehensive data collection strategies across all customer interactions to gain deeper insights into customer behavior.
• Design and deploy lead magnets, content offers, and value exchanges throughout the customer journey to capture visitor information at various engagement levels.
• Optimize website conversion points, including forms, pop-ups, exit-intent captures, and progressive profiling, to maximize lead capture rates.
• Develop systematic approaches to capture visitor information at various engagement levels and create referral programs and advocacy initiatives to generate organic leads.

Leads to Store Visit Conversion:

• Develop sophisticated customer segmentation and cohort analysis to identify high-potential store visit candidates and create targeted campaigns that drive qualified online leads to physical store locations.
• Design personalized customer journeys that bridge digital engagement with in-store experiences to improve online-to-store visit conversion rates.
• Implement location-based messaging and inventory-driven store visit campaigns to encourage store visits and drive sales.
• Develop appointment booking and consultation request systems to streamline the customer experience and improve store visit conversion rates.
• Create incentive structures and promotional strategies to encourage store visits and drive sales.

Data Strategy & Analytics:

• Build comprehensive customer data collection and management systems to gain deeper insights into customer behavior and preferences.
• Develop advanced segmentation models based on behavior, preferences, and purchase patterns to identify high-value customers and create targeted marketing campaigns.
• Create cohort analysis frameworks to understand customer lifecycle patterns and identify opportunities for growth and improvement.
• Implement predictive modeling to identify customers most likely to visit stores or make repeat purchases and develop targeted marketing campaigns to drive sales.
• Design attribution systems to track multi-touchpoint customer journeys and measure campaign effectiveness.

Requirements

• Bachelor's degree in Marketing, Data Science, Business, or related field.
• 5+ years of experience in growth marketing, CRM, or customer lifecycle management.
• Strong experience with customer segmentation and cohort analysis.
• Proficiency in analytics tools (Google Analytics, Mixpanel, Amplitude, etc.)
• Experience with CRM systems and customer data platforms (CDP).

Preferred Qualifications

• Experience in retail or e-commerce, preferably furniture/mattress industry.
• Knowledge of omnichannel customer journey mapping.
• Experience with loyalty program management.
• Familiarity with customer success and retention best practices.
• Experience with A/B testing and statistical analysis.

Skill Requirements

• Data-driven decision making and analytical thinking.
• Customer-centric mindset with deep understanding of user behavior.
• Strong project management and cross-functional collaboration.
• Excellent communication skills for presenting insights and recommendations.
• Creative problem-solving for customer engagement challenges.

Success Metrics

• Customer retention rate improvements across all cohorts.
• Increase in lead capture rates from existing website traffic.
• Growth in customer lifetime value (CLV).
• Improvement in online-to-store visit conversion rates.
• Enhanced customer data collection and profile completeness.
• Increase in repeat purchase rates and purchase frequency.
• Reduction in customer acquisition cost through referral and retention programs.