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Director of CRM & Loyalty

Country : USA USA

State : California

County : Orange County

Town : Anaheim

Category : Sales

Contract type : Permanent

Availability : Full time

Job description

Overview

Who is Pacsun?

Pacsun is dedicated to delivering an exclusive collection of the most relevant brands and styles to a community of inspired youth. Through partnerships with brands such as adidas, Brandy Melville, Essentials Fear of God, our own brands, and many more, we offer a unique range of product that all youth can express themselves through. We have worked with celebrities such Emma Chamberlain, Storm Reid, Jules LeBlanc, and A$AP Rocky to curate exclusive product. Pacsun ranks #3 as a favorite apparel brand amongst teens - #1 amongst women and #4 amongst men. We have a reach of 1.6M followers on TikTok, 2.5M followers on Instagram and over 380K followers on Twitter.

We are committed to continuously learn and take action through philanthropic initiatives and outreach to support and partner with organizations that align with our company values of good mental health, diversity, and equality.

We believe in and understand the importance of using our voice, platform, and resources to inspire and bring about positive development in our local and global communities. Through meaningful partnerships and engagements, our goal is to inspire and positively impact the people around us, near and far.

About the Job:

You will lead the retention marketing efforts for Pacsun. In this role, you are responsible for the vision, strategy and execution of CRM, email, SMS and loyalty initiatives.

You will strategize and implement an always-on CRM program, re-activating customers, increasing purchase frequency and driving profitable growth. You will reinvigorate our email program and drive new SMS sign ups in partnership with store and digital teams.

On the loyalty front, you will need to continue to develop and refine the value proposition for the loyalty program, identify and prioritize the target segments, build a sustainable, accretive business model and define our go to market plan through phased program enhancements. Most importantly, you will shape our community by designing the incentives and mechanisms by which we reward our customer for behaviors that support our community and achieve our mission.

Responsibilities

Core Accountabilities:

  • Define the retention strategy, roadmap and ongoing seasonal calendars for PacSun
  • Continually refine the vision, strategy and roadmap for loyalty program
  • Work with merchants to understand the unique needs of men's and women's business units to inform the product strategy connected to loyalty, CRM, email and SMS
  • Establish and optimize new behavioral triggers across SMS, push and email
  • Own A/B and multi-variate testing, cadence and results
  • Drive and track KPIs including file growth, demand penetration and LTV
  • Segment customers and launch highly personalized campaigns and communication
  • Define and establish the customer journey
  • Partner with a cross-functional team across product, IT, creative, merchandising, finance, data science and external vendors to execute the against the company's retention goals
  • Identify and test new programs and technology to scale channels
  • Work cross-business to align the retention strategy to Pacsun's overall business strategy.
Leadership Expectations:

  • Operate with the highest level of conduct, integrity, and confidentiality; setting the example for leaders and associates.
  • Develop and nurture strong cross functional partnerships; driving business results and inspiring a culture of transparency, collaboration, and accountability.
  • Serve as a Pacsun advocate in the industry and marketplace.
  • Recruit, identify, develop, and retain talent that delivers performance excellence.
  • As a manager, serve as a leader of company culture, norms, and conduct.
  • Ability to balance a strong management presence with a high level of approachability, encouraging and eliciting associate feedback and interaction.
Responsibilities

Core Accountabilities:

  • Define the retention strategy, roadmap and ongoing seasonal calendars for PacSun
  • Continually refine the vision, strategy and roadmap for loyalty program
  • Work with merchants to understand the unique needs of men's and women's business units to inform the product strategy connected to loyalty, CRM, email and SMS
  • Establish and optimize new behavioral triggers across SMS, push and email
  • Own A/B and multi-variate testing, cadence and results
  • Drive and track KPIs including file growth, demand penetration and LTV
  • Segment customers and launch highly personalized campaigns and communication
  • Define and establish the customer journey
  • Partner with a cross-functional team across product, IT, creative, merchandising, finance, data science and external vendors to execute the against the company's retention goals
  • Identify and test new programs and technology to scale channels
  • Work cross-business to align the retention strategy to Pacsun's overall business strategy.
Leadership Expectations:

  • Operate with the highest level of conduct, integrity, and confidentiality; setting the example for leaders and associates.
  • Develop and nurture strong cross functional partnerships; driving business results and inspiring a culture of transparency, collaboration, and accountability.
  • Serve as a Pacsun advocate in the industry and marketplace.
  • Recruit, identify, develop, and retain talent that delivers performance excellence.
  • As a manager, serve as a leader of company culture, norms, and conduct.
  • Ability to balance a strong management presence with a high level of approachability, encouraging and eliciting associate feedback and interaction.

Profile

Qualifications
Education/Experience Required:
  • 4-6 years working in marketing with a data-driven approach/background

  • 3-5+ years managing cross-functional teams in a fast-moving retail environment

  • World class strategy, planning, development and execution

  • Experience in developing and managing a loyalty program at scale

  • Demonstrated track record of marketing leadership and ability to lead and influence teams

  • Entrepreneurial drive and demonstrated ability to achieve stretch goals in an innovative and fast-paced environment

  • Strong analytical, data, and troubleshooting skills

  • Excellent written and oral communication skills

  • Creative problem solver. Able to identify real obstacles and viable solutions

  • Outcome-oriented. Not reactionary, articulates the desired outcome and works collaboratively to create a path to achieve it

  • Ability to thrive within an organization that moves quickly and with a degree of ambiguity


Pac Perks:
  • Flexible work options

  • Dog friendly office environment

  • Beverages and snacks provided daily

  • Onsite gym, volleyball court, ping-pong tables, and a skate park available on campus

  • HQ workforce of 60%+ people of color

  • $1,000 referral incentive program

  • Associate discount of 30-50% off merchandise online and in-stores

  • Competitive long term and short term incentive program

  • Immediate 100% vested 401K contributions and employer match

  • Calm Premium access for all employees through 2021

  • Employee perks throughout the year

  • Visit our LinkedIn page to view many articles regarding our leaders and current initiatives


*Please note that some perks/amenities may not be available and/or may be modified at the Company's sole discretion during the COVID-19 temporary work-from-home period.
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