Director, Customer Marketing/Crm And Retention

Casper New York , NY 10007

Posted 3 months ago

Looking for a job to get you out of bed?

Casper is seeking a seasoned customer marketing and retention leader to join the Growth Marketing team. The team is a fast-moving and performance-driven squad of marketers focused on driving the business through the customer lifecycle: acquisition of new customers, increasing conversion, and driving engagement and repeat business. We work closely with the Creative, Data, and Tech teams to marry Casper's values of a strong brand identity with analytical direct-response marketing. We are constantly testing new things as we look for ways to grow the Casper business.

The Director of Customer Marketing & Retention will be responsible for deepening our relationships with existing leads and customers across our marketing and business channels. In particular, they will focus on enhancing our lifecycle marketing initiatives, evolving our lead capture and nurture programs, and ensuring ongoing health and impact from our email/customer communication programs. This person should be fiercely interested in performance marketing, analytically minded, a fast learner, good question-asker, creative thinker and smart time-manager.

Casper (casper.com) is a global sleep company that launched in 2014 with an obsessively engineered, outrageously comfortable mattress sold directly to consumers. Its critically acclaimed sleep surface was developed in-house, has a sleek design, and is delivered in a small, "how did they do that?"-sized box. The company is one of the fastest-growing consumer brands of all time, and its product line has expanded to include sheets, pillows, a matching foundation, and a dog mattress. Casper was named one of Fast Company's 50 Most Innovative Companies in 2017, and its eponymous mattress was crowned one of TIME Magazine's Best Inventions.

We are deeply committed to building a diverse and inclusive workforce so that we represent all those who dream big equally.

When you're not catching zzz's, this is what you'll do

  • Understand our customers' purchase and post-purchase journeys quantitatively (through web and channel analytics) and qualitatively (through user research and insights)

  • Develop and understanding of customer lifetime value holistically, and lead efforts to drive increased CLTV

  • Take our lifecycle marketing efforts to new levels, through enhanced segment- and trigger- based communication tests and strategies, as well as promotional strategies, in order to drive increased repurchase rates

  • Bring our new products to life for past purchasers with highly relevant, targeted communications

  • Lead omnichannel strategies to link customer experience in stores to our web properties, and vice versa

  • Nurture sales and life-long relationships from new leads from all sources, with communications tailored to that lead's particular lifestage

  • Manage the overall health of our email program, and making our emails ever more relevant to drive increased engagement and business results

  • Think beyond email to increase relevance and drive impact from all existing customer touchpoints (including our web site and CX) and partner with the acquisition media team to appropriately leverage paid media

  • Leverage our customers' loyalty through a laser focus on our referral program, and build our base of customer reviews

  • Maintain a pulse on industry developments and technological enhancements, and partner with Analytics and Tech in evolving our MarTech roadmap and capabilities

  • Collaborate with the Director of Onboarding and Membership Experience to develop strategies that drive customer loyalty, CLTV and referrals

  • Manage the growth and development of a scrappy team of email and customer marketers

  • Act as an advocate for our existing customer base across the marketing organization, and cascade insights across the organization to build even greater enthusiasm for our strong, engaged customer base

Our dream candidate is...

  • 8-10 years digital marketing and/or eCommerce experience, with a deep knowledge base of CRM/customer marketing programs across owned and paid channels

  • A history of building and leveraging customer segmentation and understanding of customer journeys to increase engagement and business results

  • Exceptional experience leading robust email programs, familiarity with email processes and tools (including Salesforce Marketing Cloud) as well as experience managing customer and lead marketing across multiple channels

  • Familiarity with the MarTech landscape, specific MarTech tools (e.g. CDPs) and a deep understanding of how technology can drive retention, engagement, and profitability

  • Experience managing profitability throughout the customer lifecycle, with a keen understanding of how this contributes to a business' P&L. A clear understanding of how acquisition programs interact with retention strategies.

  • A data-driven mindset, with a proven track record of hypothesis-driven testing resulting in increased business performance, with a deep set of best practices at their fingertips

  • Proficiency in excel and data analysis, with statistics experience a plus

  • Experience managing individual contributors and managers of others, and a proven track record of growing and developing teams with a positive culture

  • Ability to effectively manage work across organizational boundaries to get things done in a collaborative, fast paced environment

  • A positive attitude while being hyper-organized and comfortable multi-tasking

  • An exceptionally effective approach to written and verbal communication

  • A quantitative, curious intuition coupled with a creative, critical eye

The syrup on your waffles

  • Salary to pay your bills, a potential bonus for some splurging, and equity so that you're part of the Casper family.

  • Medical, vision, and dental insurance to help you with those coughs or cavities (too many waffles...).

  • 401K program so you can still spend money later in life.

  • Extra cash incentives for being healthy and fit (we actually give you money to track your sleep!).

  • Unlimited vacation policy. If you need time off just take it; we trust you!

  • Bi-weekly catered lunches to catch up with your teammates.

  • Free snacks and coffee, including a huge breakfast selection (10 types of cereal anyone?)

  • Nap pods, for those days when you stayed out a little too late...

  • A full gifted bed set when you join (mattress, sheets, pillows, the works)!

If you dream about this stuff this job is probably right for you. We look forward to learning more about you, but if you're feeling sleepy, take a nap before applying!


See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Online Marketing Lead Retention
New!

Resonance

Posted Today

VIEW JOBS 11/20/2018 12:00:00 AM 2019-02-18T00:00 <p> You’re a go-getter who wants to be an integral part of a huge growth story. You're hands-on and obsessed with increasing customer retention through continuous optimization and the application of key learnings. You love to create hypotheses based on a wealth of data and knowledge and then create new campaigns to test them. Perhaps you are thinking that working on just one brand is getting boring. Why not grow many brands? If you want to challenge yourself and work with smart people, this is your opportunity. </p><p><br></p><p>Drive lifetime revenue for all brands in the Resonance portfolio by:</p><ul> <li>Conceptualizing, implementing and analyzing campaigns to maximize product line adoption, share of wallet and customer lifespan</li> <li>Creating a testing platform for email marketing that optimizes for all variables; including subject line, creatives, body copy, time of deployment, cadence, promotions, segmentations, recommendations, etc.</li> <li>Delivering the right message to the right customer at the right time across all online marketing channels.</li> <li>Generating actionable customer purchasing insights by mining qualitative and quantitative data sources</li> <li>Identifying processes ripe for automation to enable us to scale our retention efforts</li> </ul><p><strong>Requirements</strong></p><ul> <li>5+ years of retention marketing experience, ideally with a great consumer products or technology brand.</li> <li>Direct to consumer ecommerce experience is highly preferred.</li> <li>Detailed ad tech knowledge is a plus.</li> <li>Well-versed in Google Analytics, GTM and your choice of marketing automation software.</li> <li>Balance between creative and analytical thinker who isn’t afraid to present new ideas and take risks.</li> <li>Builder mentality, Action-oriented</li> <li>Passionate about marketing; you continuously pursue knowledge and stay on top of trends.</li> <li>Must have strong communication skills, and the ability to work independently and collaboratively.</li> <li>Experience in a high growth start-up is a plus.</li> <li>Demonstrated excellence in something that interests you.</li> <li>Undergraduate degree</li> </ul><p><strong>Benefits</strong></p><p>Full benefits and a competitive salary + bonus + more.</p> Resonance New York NY

Director, Customer Marketing/Crm And Retention

Casper