Director of Customer Retention & Loyalty

At Everlane, we want the right choice to be as easy as putting on a great T-shirt. That’s why we partner with ethical factories around the world. Work with high-quality and more sustainably sourced materials. And share the true cost of every product we make. But there's a lot more work to be done, and we're excited to be growing a team of motivated humans that are up for the challenge.

Everlane is seeking a Director of Customer Retention & Loyalty to drive the strategy and execution of a best-in-class service customer retention experience at Everlane. The right candidate is an analytical, hands-on, self-starter with a proven track record of growing customer retention and driving loyalty at an e-commerce business, preferably in fashion.

In this role, you’ll be focused on driving growth and customer loyalty through the integration of retention strategies with marketing efforts. This position requires a deep understanding of customer behavior and innovative retention strategies to enhance engagement, improve retention rates, and maximize customer lifetime value. This role will lead the development and execution of campaigns aimed at fostering long-term customer relationships while driving brand awareness and business growth.

This is a high exposure, high impact role that will shape the company’s customer experience and retention marketing efforts driving a consistent strategy and approach. We'd love to hear from you if you are whip-smart, extremely detail-oriented, and highly organized, ability to story-tell and a passion for customer-centricity.  You must also be hands-on, with a willingness to roll-up your sleeves in day-to-day execution.

Your day-to-day:

• Develop and lead comprehensive customer retention strategies that improve loyalty.
• Set and track KPIs related to customer value, channel performance, customer growth, retention rates and customer satisfaction.
• Oversee the creation of personalized retention programs based on customer segmentation and behavioral data.
• Utilize customer feedback and insights to continuously optimize retention strategies. 
• Build a lifecycle approach that attracts, retains and build high-valued customers, through trigger and remarketing brand and product content. 
• Identify high-value customers and leverage them to learn and spread the love about Everlane and what we are doing. 
• Identify at-risk customers and develop proactive engagement plans to retain them.
• Design and execute marketing strategies that drive brand awareness and customer retention across various channels, including email, SMS, and direct mail. 
• Partner with Brand marketing on the development of integrated marketing campaigns aligned with customer retention goals.
• Ensure Everlane brand story is communicated in all marketing communication and is consistent to our customers in all marketing through retention channels.  
• Leverage data and customer insights to personalize marketing efforts and increase customer lifetime value.
• Partner with CX on loyalty and customer satisfaction.
• Work closely with product and creative teams to ensure marketing initiatives align with product offerings and customer feedback.
• Optimize customer acquisition tactics to bring new customers into our email and SMS file to then activated. 
• Report holistic results of campaigns, customer file size and value.

We'd love to hear from you if you have:

• BA/BS degree
• Experience working hands-on in a major ESP, SailThru or Klaviyo
• 8-10 years of experience in CRM, loyalty or other related functions
• Strong analytical capabilities, in-depth knowledge of email, SMS, and ecommerce metrics
• Experience building lifecycle programs
• Previous experience working in e-commerce, fashion preferred
• Loyalty marketing experience preferred
• Strong work ethic, intellectual curiosity, and commitment to continuous improvement
• Ability to work well in teams and have a sense of humor
• Already a fan of the Everlane spirit

Fine Print:

California resident:  At Everlane, we carefully consider a wide range of compensation factors, including your background and experience. These considerations can cause your compensation to vary. The compensation range for this role is $150,000-$190,000. This range is based on the San Francisco geographic area and the actual pay may vary depending on your skills, qualifications, experience, and geographic location. 

This is a full-time hybrid role based at our San Francisco office headquarters in the Mission neighborhood on Tuesdays, Wednesdays and Thursdays.

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