Steve Madden · 1 month ago
Sr. Director of Customer Engagement
Long Island City, NY
Full-time
Onsite
Director/Executive
$200K/yr - $215K/yr
10+ years expSteve Madden is a well-known retail company focusing on fashion and footwear. They are seeking a Sr. Director of Customer Engagement to lead marketing initiatives aimed at acquiring and retaining customers across their various brands, including Steve Madden and Dolce Vita.
ApparelFashionRetailShoes
Responsibilities
Develop strategic, integrated marketing plans and programs that align with the organization's priorities: increase awareness, increase customer acquisition, and drive online traffic
Inspiring leader over the retention program and team; including providing strategic insight into the marketing calendar, template creation, targeting, deployment, optimization, reporting and analysis
Lead email marketing programs for all brands to deliver on sales plans for both online and retail in a high visibility, fast paced environment
Lead direct mail initiatives as we continue to scale this emerging channel across our flagship brands
Lead all vendor relationships
Develop and lead the enterprise Marketing Personalization strategy in support of all channels. Build out a full personalization vision and technical solution amongst diverse stakeholders
Leverage personalization data to build robust, triggers, audiences, customer journeys to drive revenue, retention, and acquisition
Integrate personalization across all channels: email, web, app, store, media, etc
Partner with external vendors leading the CDP and personalization engine implementations & integrations
Drive store and site traffic and improved customer retention, frequency and life-time value through the successful development and execution of loyalty strategies
Develop, evaluate, and prioritize loyalty program opportunities to best direct resources and optimize the financial return on the loyalty investments and activities
Drive innovation in loyalty offerings to provide a positive customer experience and a strong ROI by generating new ideas and using test and learn strategies to gauge performance and optimize their implementation
Partner with Growth Marketing lead on:
Macro strategy development to drive traffic, sales, and engagement focusing on paid media and paid social for the brands
Developing strategic, integrated marketing plans and programs that align with the organization's goals, inclusive of customer acquisition, eCommerce traffic and store traffic
Develop activation strategies with a focus on incrementality and profitability
Support in connecting the dots between paid media strategy/tactics and retention program with customer acquisition and retention as the common north star
Internal lead on customer engagement budget management, forecasting, and team reporting with finance and executive leadership
Oversee total enterprise customer engagement investment, partnering with Finance and Analytics to ensure spend is pacing to forecast and delivering on objectives
Able to manage multiple projects and deadlines with support and resources as needed
Perform other duties and special projects as assigned
Qualification
Required
Bachelor's degree in related field
Minimum of 10 years experience of progressive leadership experience in innovative, fast-paced marketing organizations (preferably retail/fashion)
Proficient in Microsoft Office Suite
Excellent interpersonal, problem-solving, and organizational skills
Advanced understanding of media, personalization, consumer segmentation, acquisition cost and lifetime value
Demonstrated ability to understand retail metrics and the impacts of what drives P&L performance to ensure programs are delivering on profitable sales and consumer growth
Decisive individual who displays effective communication, organization, analytical, negotiating, and problem-solving skills; not afraid to take calculated risks and offer point of view
Demonstrated ability and success in creating retail marketing plans that have significantly moved the needle in delivering increased foot traffic, activating consumer engagement, and improving revenue streams
Ability to apply shopper insights, input from creative and strategic partners to establish and adapt to best practices for these businesses
High drive and ability to work quickly in a retail environment
Ability to influence others and build strong, productive partnerships with partners; history of eliminating barriers to achieving goals by way of relationship building
Ability to freely move between strategic activities to day-to-day tactical execution without pausing
Financial understanding of marketing ROI and impact on the business
Strong people leader with a passion for developing others
Benefits
Health and dental insurance
Life insurance
Disability insurance
401K
Paid holidays
A generous paid time-off policy
Career opportunities within a dynamic team
Company
Steve Madden
Steve Madden is a designer and marketer of fashion footwear, accessories, and apparel.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown1993-12-23IPO
Leadership Team
Edward Rosenfeld
Chief Executive Officer
A
Arvind Dharia
CFO
Recent News
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2026-01-05
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2025-11-29
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