ABOUT SHADY RAYS
Shady Rays, one of the largest mid-priced sunglasses brands in the U.S., has an exciting opportunity for a Director of Retention! We are a high growth, high impact company with a vision to become the largest mid-priced sunglasses brand in the U.S. and be the most loved brand in the industry.
ABOUT THE ROLE
Shady Rays is growing rapidly and has quadrupled their customer base over the last few years. The Director of Retention is a new role that will be tasked with uniting Shady Rays’ existing retention efforts, building a long-term retention plan, and creating a best-in-class customer experience for this rapidly expanding customer base.
The ideal candidate is a top-tier business operator, with a strong analytical toolkit, the ability to solve complex problems from first principles, and a deeply rooted bias for action. They will be adept at working with cross-functional partners to drive substantial, ongoing improvement in our business, and are energized at the opportunity to build a category-defining program for a fast growing company in an evolving space.
RESPONSIBILITIES
· Own and deliver retention revenue targets
· Lead existing retention teams, and determine how best to evolve and grow the team and function
· Lead all aspects of the segmentation and personalization of the Shady Rays customer journey
· Lead all aspects of Shady Rays loyalty program, with extremely high involvement in warranty/replacement program
· Build internal CDP and leverage to optimize engagement and build loyalty
· Partner with paid media, retail and customer service teams to develop integrated objectives and strategies
· Partner with brand team to understand all customer and purchasing dynamics and build strategies to optimize engagement. Ensure retention efforts are achieving brand goals while also adhering to creative guidelines
· Evolve existing cohort and customer journey approach, with a goal of enhanced customer experience and revenue creation. Research and recommend new projects and tools that will help achieve these goals: Referral, loyalty, CDP etc
· Own customer LTV as a North Star metric and work to grow it over time, while defining appropriate goals by cohort. Additionally responsible for customer retention, purchase frequency, and customer satisfaction
· Relentless focus on growing every customer’s trust, loyalty and love of the Shady Rays brand
· Are the internal champion of the customer
QUALIFICATIONS
· You have 10+ years of progressive growth in retention-related project management and oversight
· You have worked at best-in-class eCommerce-oriented companies, and are well versed in what it takes to develop and run a consumer-centric retention program
· You have a strong analytical background, and have worked within marketing organizations. Strong combination of both marketing and analytics in your background
· You are comfortable operating as a player-coach, and are able to go from creating a strategy at 30,000 ft to implementing it on the ground at 3 ft
· You have a sharp analytical toolkit, and are able to frame problems, gather data, and run basic, accurate analysis, independently
· You have a track record of partnering across functions to achieve your objectives
· You’re a leader, having previously built and led growing, high-performing teams
· You have an innate bias to action, moving quickly to do today what could be put off until tomorrow
· You iterate, working to improve 1% everyday
· You’re an excellent verbal and written communicator, able to share complex updates and learnings succinctly and quickly
WHY YOU WILL LOVE WORKING AT SHADY RAYS
Shady Rays is an independent lifestyle eyewear brands and one of the fastest-growing sunglasses brands in the U.S. All shades are made with high-quality, polarized lenses in a variety of sunglass frame styles. Every purchase goes towards making an impact in our communities through Shady Rays Impact charitable giving. From childhood cancer patients to young adults with serious health conditions, Shady Rays is making a lasting impact on their lives through sunglasses.
Join our dynamic and growing team and help us make a positive impact while disrupting the sunglasses industry. Be an integral part of a fast-growing, social conscious company with a positive culture.
Job Type: Full-time
Pay: $110,000.00 - $130,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
Experience:
- E-commerce: 1 year (Preferred)
- retention-related project management: 10 years (Preferred)
Work Location: Remote
