Director, CRM & Retention
Overview
The Vitamin Shoppe is a multi-channel specialty retailer and contract manufacturer of vitamins, minerals, herbs, specialty supplements, sports nutrition, and other health and wellness products. With over 700 stores throughout the United States and Puerto Rico, At the Vitamin Shoppe, our goal is to make a healthy difference in people's lives every day and travel with each customer on their wellness journey. It matters to us that our customers know we are a reliable resource for their favorite products and also a place where highly trained health enthusiasts are always excited to advise, explain, and share healthy inspiration.
The Director of CRM & Retention will be the owner of the Vitamin Shoppe's end-to-end communications strategy as well as responsible for improving the operational / deployment processes while driving direct ecommerce revenue, customer loyalty, and in store traffic. This position is accountable for meeting order, revenue, liability, and profit / loss goals while maintaining cost targets. The incoming Director will play a key role in driving the VS Marketing strategy and helping to lead the evolution of how VS engages with our Customers.
This position will work in close partnership with the Merchandising Creative, Social Media, Web Development, and Acquisition teams to ensure unified messaging and experience for our customers. As such, the role requires strong leadership, collaboration and communications skills in addition to possessing sound analytical and technical capabilities, and strong business acumen.
Responsibilities
CRM & Retention Strategy
Develop strategy and manage operations of e-mail and direct mail marketing for The Vitamin Shoppe's online and retail efforts
Make recommendations to management of strategies, roadmaps, and operating plans for e-mail, direct mail and mobile marketing channels
Partner with business teams to develop marketing plans that support business objectives while protecting and growing the size and value of our customer database
Review competitive landscape and best practices, and make adjustments to plans and operational activities based upon identified information
Financial
Achieve strategic and operational business goals for the web and retail business units to deliver e-commerce revenue, increase customer loyalty, and drive in-store traffic
Accountable for orders, revenue, liability, and profit/loss driven by all marketing channels
Develop budget and forecasts for all marketing channels (email, DM and mobile), and be accountable for delivering against business goals and objectives.
Operational & Leadership
Maintain daily operations of the end-to-end communications program including; e-mail/ direct mail calendars, coordination with other marketing teams on key themes and promotions; execution and deployment of campaigns; measurement and analysis of key business metrics; and communication of results to management
Develop and oversee e-mail / direct mail deployment process, and manage relationships with key internal departments including Creative and Production, Store Operations and 3rd party vendors
Infuse automation into e-mail process including list pulls, segmentation, triggered e-mails, A/B testing, and delivery timing
Improve the QA process to ensure proper quality controls, compatibility with web browsers, links are working properly, imagery is correct, subject lines are correct, and list segments are functioning properly
Use data to continuously test, measure and optimize e-mail performance
Plan and launch customer lifecycle campaigns and seasonal promotions
Work closely with product and IT teams to develop and execute on roadmap of functional and technological e-mail marketing capability enhancements
Ensure the ongoing training and development of direct reports. Develop and mentor staff through on-boarding, open communication, training and development opportunities and performance management processes. Build and maintain associate morale and motivation
Other
Responsibilities:
Performs other duties as required.
Stay in touch with upcoming trends in the industry and attend industry conferences.
Qualifications
Education/Certification:
Bachelor's Degree in Marketing or related field or equivalent combination of experience and instruction. Master's Degree desired.
Required Knowlegde:
Proven understanding of retail merchandising and the ability to translate merchandising efforts into meaningful email campaigns.
Demonstrated successes in achieving revenue and profit goals.
Strong knowledge of industry best practices in behaviorally triggered email programs and integrated cross-channel marketing.
Demonstrated successes in applying RFM analysis to drive behavioral segmentation and commensurate contact strategies.
Experience Required:
8
years experience in e-Commerce e-mail marketing and promotion management; multi-channel retail.
Experience in building and managing an email team.
Skill and Ability:
Ability to manage internal and external stakeholders, articulating program goals, while trouble shooting problems and conflict resolution.
Project-oriented, entrepreneurial, pro-active, creative and self-motivated work style.
Proven ability to effectively manage multiple projects amid changing priorities in a fast-paced environment while consistently delivering superior results within given deadlines.
Strong ability to identify business issues, formulate plans to resolve these issues, and effectively communicate the results to senior management.
Excellent written, presentation, creative, strategic thinking, analytical, and relationship management skills.
Ability to build relationships and work cross functionally.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
The Vitamin Shoppe is a multi-channel specialty retailer and contract manufacturer of vitamins, minerals, herbs, specialty supplements, sports nutrition, and other health and wellness products. With over 700 stores throughout the United States and Puerto Rico, At the Vitamin Shoppe, our goal is to make a healthy difference in people's lives every day and travel with each customer on their wellness journey. It matters to us that our customers know we are a reliable resource for their favorite products and also a place where highly trained health enthusiasts are always excited to advise, explain, and share healthy inspiration.
The Director of CRM & Retention will be the owner of the Vitamin Shoppe's end-to-end communications strategy as well as responsible for improving the operational / deployment processes while driving direct ecommerce revenue, customer loyalty, and in store traffic. This position is accountable for meeting order, revenue, liability, and profit / loss goals while maintaining cost targets. The incoming Director will play a key role in driving the VS Marketing strategy and helping to lead the evolution of how VS engages with our Customers.
This position will work in close partnership with the Merchandising Creative, Social Media, Web Development, and Acquisition teams to ensure unified messaging and experience for our customers. As such, the role requires strong leadership, collaboration and communications skills in addition to possessing sound analytical and technical capabilities, and strong business acumen.
Responsibilities
CRM & Retention Strategy
Develop strategy and manage operations of e-mail and direct mail marketing for The Vitamin Shoppe's online and retail efforts
Make recommendations to management of strategies, roadmaps, and operating plans for e-mail, direct mail and mobile marketing channels
Partner with business teams to develop marketing plans that support business objectives while protecting and growing the size and value of our customer database
Review competitive landscape and best practices, and make adjustments to plans and operational activities based upon identified information
Financial
Achieve strategic and operational business goals for the web and retail business units to deliver e-commerce revenue, increase customer loyalty, and drive in-store traffic
Accountable for orders, revenue, liability, and profit/loss driven by all marketing channels
Develop budget and forecasts for all marketing channels (email, DM and mobile), and be accountable for delivering against business goals and objectives.
Operational & Leadership
Maintain daily operations of the end-to-end communications program including; e-mail/ direct mail calendars, coordination with other marketing teams on key themes and promotions; execution and deployment of campaigns; measurement and analysis of key business metrics; and communication of results to management
Develop and oversee e-mail / direct mail deployment process, and manage relationships with key internal departments including Creative and Production, Store Operations and 3rd party vendors
Infuse automation into e-mail process including list pulls, segmentation, triggered e-mails, A/B testing, and delivery timing
Improve the QA process to ensure proper quality controls, compatibility with web browsers, links are working properly, imagery is correct, subject lines are correct, and list segments are functioning properly
Use data to continuously test, measure and optimize e-mail performance
Plan and launch customer lifecycle campaigns and seasonal promotions
Work closely with product and IT teams to develop and execute on roadmap of functional and technological e-mail marketing capability enhancements
Ensure the ongoing training and development of direct reports. Develop and mentor staff through on-boarding, open communication, training and development opportunities and performance management processes. Build and maintain associate morale and motivation
Other
Responsibilities:
Performs other duties as required.
Stay in touch with upcoming trends in the industry and attend industry conferences.
Qualifications
Education/Certification:
Bachelor's Degree in Marketing or related field or equivalent combination of experience and instruction. Master's Degree desired.
Required Knowlegde:
Proven understanding of retail merchandising and the ability to translate merchandising efforts into meaningful email campaigns.
Demonstrated successes in achieving revenue and profit goals.
Strong knowledge of industry best practices in behaviorally triggered email programs and integrated cross-channel marketing.
Demonstrated successes in applying RFM analysis to drive behavioral segmentation and commensurate contact strategies.
Experience Required:
8
years experience in e-Commerce e-mail marketing and promotion management; multi-channel retail.
Experience in building and managing an email team.
Skill and Ability:
Ability to manage internal and external stakeholders, articulating program goals, while trouble shooting problems and conflict resolution.
Project-oriented, entrepreneurial, pro-active, creative and self-motivated work style.
Proven ability to effectively manage multiple projects amid changing priorities in a fast-paced environment while consistently delivering superior results within given deadlines.
Strong ability to identify business issues, formulate plans to resolve these issues, and effectively communicate the results to senior management.
Excellent written, presentation, creative, strategic thinking, analytical, and relationship management skills.
Ability to build relationships and work cross functionally.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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