Retention Manager, Stanley Brand

Leading retention and our engagement efforts, you will partner closely with eCommerce, IT and marketing functions to set the vision, strategy and roadmap for establishing a growth and engagement function within the global DTC eCommerce group to drive long-term LTV and meaningful connectivity between our users and our branded eCommerce sites. You will optimize and further develop our retention strategy, defining both the evolving strategy and refining our tactics, as well as the building up of nuanced metrics for success including engagement, advance rate and ultimately LTV. You will identify high potential segments, key features for these segments to adopt to increase engagement and bring to life a series of tests to understand the best channels and methods to get users to take action and stay engaged. You will leverage a strong understanding of our users and their key journeys, as well as expertise with lifecycle marketing and LCM/CRM comms to create engaging concepts and marketing programs to achieve these goals.

The ideal candidate is highly analytical and well-versed in collaborating with cross-functional teams to define and develop multi-channel programs with proper implementation and measurement.

Roles and Responsibilities:

• Set the vision, strategy and roadmap for retention and engagement efforts, and define the metrics used to measure success including engagement and converting users in a scalable and efficient way.
• Deeply understand target customer segments and priority insights (what resonates, when, in which channels) to drive desired behaviors by segment. Collaborate with eComm, Creative, IT and Marketing teams to identify actionable insights to inform segmentation and communication strategies and address business objectives.
• Partner to develop the strategy for cadence, creative, and sequencing of user messages across CRM channels (email, SMS, dashboard UI, etc.), leveraging your expertise in lifecycle management and creative marketing to create and continuously test, measure, and improve our efforts.
• Collaborate cross-functionally to lead rapid experimentation of customer journeys to grow and optimize our plans. Partner with DTC business and channel leads to understand user opportunities, pain points and help reduce friction through campaigns and ongoing enhancements, optimizations.
• Develop a playbook for product/category adoption campaigns. Activate the lifecycle marketing strategies, taking an agile test and learn approach target existing users with the right content, at the right time, via the right channel to improve overall engagement and guide customers to their “next best step.”
• Design reporting and monitor user perception, response rates, and financial performance. Report-out on performance at regular intervals, design dashboards if necessary, and use data to provide optimization recommendations.
• Develop a seasonal moments strategy in tandem with the eComm team to drive user engagement.

Qualifications:

• 5+ years of experience in eCommerce; specifically focusing on email and SMS within an ecommerce or retail environment·
• ESP familiarity a plus·
• Proven track record to deliver results and take ownership by leading multiple priorities·
• High attention to detail, strong organizational skills, and operationally focused with a passion for speed and simplicity·
• Ability to operate independently given direction, and bring ideas and solutions to issues raised·
• Aptitude to analyze and assess organizational needs and provide solutions accordingly·
• Excellent written and verbal communication skills·
• Interpersonal savvy to effectively work with and connect with all levels of employees across multiple functions and geographies
• Strong business acumen with understanding of online retail consumer behavior
• Exceptional time management skills showcasing the ability to organize, prioritize, and lead multiple projects with overlapping goals and objectives· Be adaptable and flexible in a fast-paced environment

About HAVI

HAVI is a global, privately owned company that connects people with ideas, data with insights, supply with demand, restaurants with deliveries and ultimately, people with the products they love. Whether we are sourcing, storing or delivering products, we bring unmatched category expertise and unrivaled operational excellence, combined with powerful digital analytics and insights. Founded in 1974, HAVI employs more than 10,000 people and serves customers in more than 100 countries. HAVI’s business units include Supply Chain, tms and Stanley. Our portfolio of businesses offers best-in-class sourcing and supply chain capabilities, brand defining marketing and promotion services and innovative consumer products. For more information, please visit HAVI.com, tmsw.com and stanley1913.com.