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Steve Madden · 2 days ago

Sr. Director of Customer Engagement

New York, NY

Full-time

Onsite

Director/Executive

$200K/yr - $215K/yr

10+ years exp

Steve Madden is a leading fashion retailer, and they are seeking a Sr. Director of Customer Engagement to oversee marketing initiatives aimed at customer acquisition and retention. This role involves developing integrated marketing strategies, leading personalization efforts, and managing loyalty programs to enhance customer experience and drive revenue.

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

Customer Engagement StrategyEmail MarketingPersonalization StrategyLoyalty Program DevelopmentBudget ManagementRetail Marketing PlansConsumer SegmentationMicrosoft Office SuiteAnalytical SkillsInterpersonal SkillsProblem-Solving SkillsOrganizational Skills