Uncubed

Director of Customer Loyalty and Retention

Glossier, New York City

Minimalist makeup and skincare


We are looking for a Director of Customer Loyalty and Retention to develop and execute Glossier’s customer loyalty and retention strategy. This person will be tasked with defining optimal customer journeys that maximize each segment’s loyalty, engagement and advocacy. Ultimately, this person will deliver a strategy and the corresponding programming that will maximize the lifetime value of our community. The Director of Customer Loyalty and Retention must be a one-of-a-kind visionary and executor, with the ability to bounce between strategy, analytics, research and individual conversations.

Responsibilities

  • Design and drive a customer lifecycle strategy that maximizes customer lifetime value across segments
  • Implement data-driven, multi-channel loyalty and retention programming that will competitively position Glossier to address repeat customer-driven revenue growth opportunities
  • Leverage customer data and customer stories to establish a company-wide understanding of customer journey and brand touchpoints; work across the organization to optimize the journey
  • Conduct analysis that applies test and learn principles in a systematic way to identify areas of opportunity and continuously optimize the customer journey
  • Work closely with partners in Digital Product and Tech to execute vision
Minimum Qualifications
  • 8+ years of high performance work experience, including experience with customer loyalty and retention strategy
  • Bachelor’s and MBA degrees
  • Strong analytics and data analysis skills
  • Excellent cross-functional communicator
  • Strong project management skills with the ability to manage multiple projects and the desire to bring structure to undefined procedures
  • Strong presentation skills and ability to synthesize findings into digestible forms
  • Enthusiastic and creative with a go-getter attitude
Preferred Qualifications
  • Appreciation for all things beauty
  • Experience in a rapidly scaling start-up

About Glossier

Glossier is a beauty brand inspired by what girls want in real life, made by editors who get what works. We test every beauty product under the sun, interview our icons, and are in constant conversation with our customers, community, and Into The Gloss readers. Everything we do is distilled into our essential, easy-to-use skincare and makeup products that enhance–never hide–your real skin.

Glossier lives in NYC, is sold on the internet, ships to the US, Puerto Rico, and Canada, and thinks you look nice today.

About Glossier

Glossier is a beauty brand inspired by what girls want in real life, made by editors who get what works. We test every beauty product under the sun, interview our icons, and are in constant conversation with Into The Gloss readers, our customers, and community. Everything we do is distilled into our essential, easy-to-use skincare and makeup products that enhance–never hide–your real skin.

Want to learn more about Glossier? Visit https://www.glossier.com/