VS
Venn StrategiesDirector, Customer Success
Director of Customer Success at Venn leading strategy in customer success function. Building processes and driving measurable impact across retention, expansion, and customer advocacy.
About the role
- Drive the implementation and optimisation of Vivobarefoot’s global CRM marketing across email, SMS, referral and loyalty programs.
- Help deepen relationships with global community while championing CRM channel performance.
- Own the execution and optimisation of CRM marketing strategy across email, SMS, refer a friend, and web touchpoints.
- Plan and execute CRM campaigns across channels email, SMS, and web, managing a global CRM calendar.
- Align campaigns with brand & product marketing calendars.
- Project manage the creative process to generate content for each CRM touchpoint.
- Monitor campaign performance for continuous improvement, including the use of A/B testing.
- Use customer data to create detailed customer segments.
- Target customer segments with personalised offers, content and campaigns.
- Maintain CRM databases to ensure clean, accurate, and updated customer data.
- Collaborate with CRM team to derive insights from CRM data.
- Track key KPIs related to CRM channel engagement and CRM conversion rates.
- Prepare weekly and monthly reports to represent insights shared amongst business stakeholders.
- Collaborate with brand, product, design, ecommerce, merchandise and tech teams to align planned CRM campaigns.
Requirements
- 2-3 years’ experience in CRM in a D2C e-commerce or retail brand.
- Hands on experience with CRM/email marketing tools like Bloomreach, Salesforce, Ometria, Klaviyo
- Experience with analytics tools such as Google Analytics, Looker Studio or Tableau, a plus
- Proven experience of self-managing and implementing email & SMS campaigns
- Understanding of customer lifecycle stages and how to influence behaviour through messaging & email content design
- Confident applying customer segmentation, and tailoring personalised email & SMS content
- Proven proficiency in analysing campaign performance, and using data to optimise results; familiarity with A/B testing
- Hands on experience with managing email marketing for multiple markets/languages, a plus (not mandatory)
- Thrive in a fast-paced environment, comfortable to pivot and adapt plans in real time
- Excited by Vivobarefoot’s mission and want your work to contribute to something bigger than commerce.
Benefits
- Not specified
Job title
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