Head of Customer Strategy, Fashion (Shopbop & Zappos) jobs in United States
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Zappos · 20 hours ago

Head of Customer Strategy, Fashion (Shopbop & Zappos)

positionNew York, NY
timeFull-time
remoteOnsite
seniorityDirector/Executive
money$141K/yr - $234K/yr
date8+ years exp

Zappos is seeking a customer obsessed leader to drive Shopbop & Zappos customer strategy. This pivotal role will shape how the company understands, engages with, and grows its customer base through data-driven insights and strategic initiatives, while leading a high-impact team focused on customer acquisition, engagement, loyalty, and retention strategies.

E-CommerceRetailShoesShopping

Responsibilities

Define customer strategy for Shopbop & Zappos to achieve company wide customer goals, increasing new customer conversion, second purchase rates, and loyalty program effectiveness
Lead customer insights/CRM team, providing guidance and mentorship to ensure high-quality outputs
Develop and execute comprehensive customer strategy based on quantitative and qualitative insights
Partner with marketing and traffic teams to optimize customer communication strategies across channels (email, push, etc.)
Build and maintain strong partnerships with cross-functional teams including Marketing, Merchandising, and Technology
Be the voice of the customer and biggest customer advocate in senior leadership meetings

Qualification

Customer strategyData-driven decision makingTeam managementExcelTableauCross-functional collaborationGenerative AI toolsFashion industry experienceRetail experienceE-commerce experienceStrategic thinkingProblem-solvingCommunication skills

Required

Experience managing teams
Experience using data and metrics to drive improvements
Experience with Excel or Tableau (data manipulation, macros, charts and pivot tables)
Experience driving direction and alignment with cross-functional teams
Bachelor's degree
8+ years of experience in customer strategy, CRM, strategic management consulting or related field
Strong strategic thinking, problem-solving abilities, and data-driven decision-making mindset

Preferred

Experience in fashion, sports, retail or e-commerce
Usage of generative AI tools to enhance workflow efficiency, with a willingness to learn effective prompting and evaluation practices
Ability to recognize opportunities where generative AI could enhance products, workflows, or customer experiences

Benefits

Equity
Sign-on payments
Full range of medical, financial, and/or other benefits

Company

Zappos

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Zappts is a reference in Consulting and Development of Channels, Platforms, and Digital Products.
dateFounded in 1999
location
Las Vegas, Nevada, USA
people-size1001-5000 employees
web-link
http://www.zappos.com

Funding

Current Stage
Late Stage
Total Funding
$62.75M
Key Investors
Sequoia CapitalZVestTony Hsieh
2009-07-22Acquired
2009-03-10Series Unknown
2005-11-01Series E· $13M

Leadership Team

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Nigel Storey
Chief Technology Officer
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Ashley Rivera
Brand Marketing Manager, Partnerships
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