Director of Retention Marketing

What We Do

CarParts.com is the go-to eCommerce platform for auto care and maintenance. We offer drivers quality parts at competitive prices and allow customers to schedule an appointment with a trusted mechanic directly from our website. We use world-class design principles and the latest technologies to deliver a fast, easy-to-use, and mobile-intuitive website. And with our company-owned national distribution network, we bring the best brands and manufacturers directly to consumers, cutting out the costs associated with brick-and-mortar retailers. Our more than 1,700 team members worldwide are dedicated to Empowering Drivers Along Their Journey.

Our Culture

At CarParts.com, we're DRIVEN by our core values: Safety First, Customer Focused, and a Commitment to Excellence. These values guide us in everything we do and push us further in our growth both as a company and as people. They cultivate an environment where employees are inspired and empowered as we build and thrive together. All the hard work of our entire team has resulted in back-to-back record-breaking quarters since Q1 of 2020, as well as our inclusion in the Los Angeles Business Journal's top 100 Best Places to Work in Los Angeles list for four years in a row (2020, 2021, 2022 & 2023). Join us!

Job Summary

We are seeking a dynamic and experienced Director of Retention Marketing to lead and own all aspects of our loyalty marketing efforts. In this role, you will be responsible for developing and executing strategies to retain and engage our existing customer base, driving growth and maximizing lifetime value, enhancing their engagement with the brand, and fostering brand loyalty through a best-in-class shopping experience while remaining steadfast to the brand. This role is crucial in maximizing the value of current customers and driving revenue growth for the company. It is a high visibility, global role that requires someone is adept at managing all aspects of the customer loyalty lifecycle, can manage teams, and is drives data-driven decision making. Key responsibilities include:

• Retention Strategy Leadership: Develop and lead the retention marketing strategy in the short and long term, focusing on customer loyalty and engagement. Collaborate with cross-functional teams and tech stack vendors to ensure alignment with overall business goals. Remain laser focused on revenue driving initiatives including reengagement and reactivation efforts.
• Customer Segmentation: Segment the customer base to understand different customer groups and tailor retention strategies to meet their specific needs and preferences.
• Email Marketing: Oversee the email marketing program, including campaign planning, execution, and analysis. Implement best practices to optimize performance and drive customer engagement. Own the relationship with the ESP.
• SMS Marketing: Manage the SMS marketing strategy, ensuring timely and relevant messaging to drive customer retention and conversions.
• Product Reviews: Develop and manage strategies to encourage and leverage customer product reviews, enhancing customer trust and driving sales.
• Affiliate Marketing: Oversee the affiliate marketing program, working with partners to drive customer acquisition and retention through strategic collaborations.
• Coupon Strategy: Develop and execute a comprehensive coupon strategy to incentivize repeat purchases and enhance customer loyalty.
• Data Analysis and Reporting: Utilize data-driven insights to continuously monitor and improve retention strategies. Own the analysis of campaign performance, customer behavior, and market trends to inform decision-making and optimize marketing efforts to ensure efforts drive revenue and loyalty.
• Team Leadership: Lead and manage a team of global retention marketing professionals, fostering a collaborative and innovative work environment. Provide guidance, support, and professional development opportunities to ensure team success.
• Budget Management: Manage the retention marketing budget, ensuring efficient allocation of resources to achieve maximum ROI.
• Cross-Functional Collaboration: Work closely with other departments, including Merchandising, Data Science, Customer Experience, Design, and Customer Service, to ensure a cohesive approach to customer retention and loyalty.
• Content Strategy: Develop and oversee the content strategy to create relevant and compelling content via our email and SMS channels that resonates with customers and encourages their continued engagement.
• e-Commerce Expertise: Leverage eCommerce expertise to identify opportunities within the online shopping environment to enhance customer retention, such as optimizing the online customer experience, reducing friction points, and improving conversion rates for both desktop and mobile.
• KPIs and Metrics: Define and track key performance indicators related to retention, such as customer churn rate, repeat purchase rate, and customer lifetime value with a primary focus on driving growth and revenue through customer retention efforts. Make data-informed decisions to refine strategies.
• Continuous Improvement: Stay updated with industry trends, emerging technologies, and best practices in customer retention and loyalty programs. Continuously refine and optimize retention strategies to adapt to changing customer behaviors and preferences.
• Customer Landscape: Experience analyzing customer demographics, psychographics, and purchase behaviors to inform meaningful and effective segmentations and personalized campaigns creating the ultimate shopping experience.

In summary, the main role of a Director of Retention Marketing is to strategically manage and lead efforts to convert newcomers into customers and keep existing customers engaged, satisfied, and loyal to the brand, ultimately driving growth and revenue through customer retention. This role requires a combination of strategic thinking, data analysis, content strategy, e-commerce expertise, team leadership, and cross-functional collaboration.

QUALIFICATIONS:

• Bachelor's degree in marketing, Business Administration, or a related field (Master's degree preferred).
• Proven experience (10+ years) in content marketing and retention strategies within the e-commerce industry.
• Must have experience managing large segments of customers.
• Demonstrated success in developing and executing effective marketing campaigns that drive customer engagement and retention.
• Solid understanding of e-commerce best practices, customer journey optimization, and conversion rate optimization.
• Proficient in using analytics tools to measure campaign performance and derive actionable insights.
• Excellent written and verbal communication skills with solid attention to detail.
• Empathetic leader who has managed, motivated, and inspired a global team.
• Customer centric and results-oriented mindset with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
• Creative thinker with a passion for delivering compelling and innovative marketing strategies.
• Experience working with high-level key stakeholders.
• Ability to work in a high-intensity environment

If you are a strategic thinker passionate about e-commerce and have a track record of driving customer engagement and retention, we invite you to join our team as the Director of Retention Marketing. Apply now and help us shape the future of our brand!

CarParts.com is an equal-opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, and local laws and ordinances. Our management is dedicated to ensuring that we fulfill this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, and general treatment during employment.

The above-noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the incumbent a general sense of the responsibilities and expectations of his/her position. As the nature of business demands change so, too, may the essential functions of this position.

Location: Alondra Park, CA, US

Posted Date: 11/28/2024