About the Company:
Founded in 2014, Rhone is clothing made for the pursuit of progress. Engineered for an active lifestyle, Rhone fills the void between big-box retailers and high-end yoga brands, delivering best-in-class products specifically for men. Currently, Rhone has six retail stores with locations in New York, Connecticut, Massachusetts, and California. Rhone is also sold in all Equinox locations, at Nordstrom, Dillard’s, Peloton Studios, and more than 350 gyms and specialty stores across the country. Rhone is also a proud partner of Stitch Fix.
About the role:
The Director of CRM will contribute to Rhone’s growth by owning the end-to-end customer journey and retention strategy, with a focus on growing and engaging our customer base to drive engagement, retention, and lifetime value. They will be responsible for building out the strategy across all channels including but not limited to email, SMS, loyalty, and lifecycle marketing. The ideal candidate will have a passion for delivering exceptional customer experiences, a consistent track record of delivering measurable growth through testing and optimization, and a strong foundation in the DTC eCommerce space.
This candidate should be data-driven, results-oriented, and understand the value of a well-structured test and learn program, with attention to detail and the ability to iterate quickly. The team is looking for a thought leader with experience in building a best-in-class, end-to-end brand experience that delivers measurable growth against key retention metrics.
What you’ll do:
Establish Rhone’s Retention Marketing strategy and approach to CRM, including defining KPIs, customer segmentation, and the customer journey
Be the leader in developing multi-channel marketing strategies for customer lifecycle, onboarding, growth, and retention programs including e-mail, loyalty, push & SMS
Partner with our data and engineering team to build out customer segmentation, cohort analysis and develop LTV insights and actions
Develop and execute against learning objectives to drive continuous performance improvements through testing and analysis
Partner with Merchandising to align retention channel messaging with product stories
Support marketing objectives to create a consistent brand experience across all channels
Drive innovation & further membership and engagement goals in Rhone’s loyalty and referral programs
Establish an analytical framework and manage the reporting and performance of all lifecycle initiatives
Evaluate and manage vendors and tools to execute an effective retention program including ESP, loyalty & referral, CRM & analytic tools, etc.
What you’ll bring:
7+ years of experience in retention, CRM, or retention marketing within the e-commerce environment
2+ years of experience managing and developing teams.
Proven track record of delivering measurable results (in terms of LTV, churn, etc.) through testing and optimization
Knowledge of CRM technology management, with a strong understanding of marketing, data structure, operational databases & segmentation
Demonstrated ability to partner with stakeholders across marketing, creative, and e-commerce roles to launch campaigns and manage vendor integrations
Deep expertise in email automation
Ability to work effectively cross-functionally and maintain strong professional relationships with team members and other various outside vendors
Able to work with and analyze large data sets quickly, accurately, and efficiently
Able to multitask and work efficiently in a fast-paced environment
Detail-oriented with strong analytical and problem-solving skills
Job Type: Full Time
Reports to: Director, Ecommerce
Location: Greater NYC