Customer Lifecycle Manager
Huckberry, United States
Job Description
At Huckberry, we’ve always believed that a Jedi draws his strength from the Force that the customer is Huckberry, and we're just the stewards. We are looking to hire a Customer Lifecycle Manager who will help us take our Customer understanding to new depths and represent the Customer throughout the business. As CLM, you’ll take a broad view of our customer base, dive into the data and then think creatively about how we might serve better, engage more frequently, and foster loyalty within it. Our ideal candidate has a great understanding of the Huckberry brand, is deeply curious and loves finding patterns; someone who will prove-out intuition with numbers; someone who can turn data analysis into colorful, actionable insights and fresh ideas.
Bonus points if you are already a customer or subscriber!
Responsibilities- Understand our customer on an incredibly deep level and bring those insights to life across the entire company
- Own Insight Channels (Focus, Survey, Product Reviews) and Behavioral Data Analysis
- Own Persona Mapping to ensure customer base is segmented effectively for targeted marketing
- Create two-way flow of actionable insights from customer to company
- Help teams answer their questions about the customer
- Seek amp; synthesize insights to deliver back to teams
- Work with marketing to develop and deploy campaigns that help nurture customers to loyalty
- Continuously test, monitor, and report out on CLM program performance monthly. Interpret data to drive campaign optimization
- Develop Persona Mapping in conjunction with the brand marketing amp; data team
- Study the behavior and key moments in the lifecycle of our most loyal customers, present conclusions and actionable insights, work with marketing to launch new initiatives to affect new customer behavior.
- Create better program for two-way flow of information from customer insights channels to teams
- Develop a marketing strategy to get first-time holiday buyers to 2x
- Research, project manage, test, amp; execute a best-in-class Huckberry Loyalty program
Requirements
- ~5 years of direct experience
- Marketing background in online retail/e-commerce
- Experience mining data to understand customer behavior
- Experience developing marketing campaigns
- Strong understanding of customer lifetime value, and experience with customer lifecycle management
- Can easily sit with both brand marketing and data teams
- Experience working cross-functionally with performance marketing, e-commerce, and data teams
- Experience with A/B testing, messaging and post-campaign analysis
Benefits
Our mission of inspiring and equipping adventures is at the core of everything we do. That's why in addition to competitive market salaries and benefits, we have a generous vacation policy, paid time off to volunteer, flexible work from home time, a sabbatical program (recent employee trips include a surf and yoga retreat in Morocco, dog sledding in Norway et al.), summer "See You Out There" Fridays, white water rafting trips, and, of course, loads of free gear.
Huckberry is an online shop and journal that inspires more active, adventurous, and stylish lives through exclusive sales, original story-telling, and unique experiences. We're a team of 100+ individuals based in San Francisco, Austin, and Columbus, Ohio.
Want to get know us better? Check out our:
- Journal: http://huckberry.com/blog
- Facebook: https://www.facebook.com/Huckberry
- Instagram: http://instagram.com/huckberry
- Twitter: https://twitter.com/Huckberry
Huckberry encourages candidates of all different backgrounds and identities to apply. We are always eager to further diversify our company, and we are committed to providing an inclusive environment of mutual respect where all can flourish. All of our employment decisions are based solely on merit and business need.