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!