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Senior Director E-Commerce and Loyalty

Job Title:

Senior Director E-Commerce and Loyalty

Location:

West Sacramento, CA

Industry:

Marketing

Job Description:

 
 

Leading grocery chain in Northern California seeks a dedicated and passionate Director of E-Commerce and Loyalty to help grow their E-Commerce business.  In this role, you will lead the data driven customer strategy for the company's loyalty program and e-Commerce.    Develops customer analytics team responsible for data mining, segmentation, customer modeling, algorithm development, business analysis and reporting.   Collaboratively develops customer driven strategies including: customer experience, pricing, advertising and marketing through data driven insight that will differentiate the company from its competitors. This key role requires knowledge of data systems, analytics, eCommerce platforms and loyalty program design and operations.

 

Responsibilities

1.     *Directs the development of the mid-term and long-term customer experience strategies in the areas of loyalty and e-commerce.

1.     Develops strategies that influence programs with measurable sales and profit to achieve CRM and E-commerce financial projections.

2.     Assesses the effectiveness of CRM and E-commerce partners and programs.

3.     Develops and implements data driven measurable marketing plans and campaigns to acquire new c customers, grow and retain existing customers, build customer loyalty and drive customer profitability.

4.     Develops market forecasts and projections for loyalty programs focused on driving sales, customer count, basket size and profitability.

5.     Responsible for developing customer privacy policies (with legal), processes and governance to make sure that customer privacy is maintained at every point in the data chain

2.     *Responsible for identifying and establishing key business partners that fit the strategic plan.

3.     *Oversees the function and provides a positive experience for team members as a servant leader.

1.     Develops the strategic plans and guiding principles for the department.

2.     Interviews, selects, evaluates and recognizes team member results and actions.

3.     Promotes a constructive work environment, organizing staff to accomplish work and meet business demands and encouraging initiative and risk taking.

4.     Provides team with opportunities for on-going self-development.

5.     Develops annual department and project budgets with monthly P&L review; identifies variances and takes corrective actions as appropriate.

4.     *Develops strategy for improving systems and processes which can support the strategic needs of the loyalty and e-Commerce programs. Oversees the development of data structures and a best in class test and learn environment for measuring mass and 1:1 marketing delivered through CRM.

5.     *Plans and directs complex industry, socio-economic, consumer and brand analytics to create insight that will help Raley’s make strategic business decisions that strengthen customer relationships and improve customers’ shopping experience.

6. Oversees, directs and controls the budget.  Develops measurement targets that show ROI on advertising dollars.  Monitors financial and business performance as compared to budget and targets.

 

EDUCATION AND EXPERIENCE:

·        5-7 years in CRM strategy, analytics, segmentation and data modeling.  Masters degree and retail experience is preferred.

·         Experience with SAS, SPSS, SQL, Microstrategy and/or similar analytic and BI solutions.  Experience with SAP CRM 7.0 preferred.

·         Proven experience using numerous customer segmentation approaches.

·         Proven experience developing algorithms for deep personalization and targeted marketing programs.

·         Experience in developing Customer Lifetime Value models and demonstrating developing programs that enhance the NPV of existing customers.

·         Extensive experience in developing large scale longitudinal test and control environments.

 

REQUIRED KNOWLEDGE:

·         Extensive knowledge of statistics, mathematical modeling and quantitative methods.

·         Extensive knowledge and experience leveraging customer loyalty data (transactional purchase data and on-line interactive data) to deliver targeted CRM programs.

Job Requirements:

Leading grocery chain in Northern California seeks a dedicated and passionate Director of E-Commerce and Loyalty to help grow their E-Commerce business.  In this role, you will lead the data driven customer strategy for the company's loyalty program and e-Commerce.    Develops customer analytics team responsible for data mining, segmentation, customer modeling, algorithm development, business analysis and reporting.   Collaboratively develops customer driven strategies including: customer experience, pricing, advertising and marketing through data driven insight that will differentiate the company from its competitors. This key role requires knowledge of data systems, analytics, eCommerce platforms and loyalty program design and operations.

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