Director of E-commerce and Customer Retention

Description

Company Overview: MacKenzie-Childs is a leading home furnishings retail company known for its unique design, high-quality products and exceptional customer service. We specialize in offering a wide range of kitchen, entertaining, décor and furniture items that cater to various styles and preferences, ensuring our customers find exactly what they need to make their homes joyful and stylish.

Position Summary:

· Own the strategy, planning and execution of E-commerce-specific marketing initiatives on our Salesforce Commerce Cloud platform, including content management, site merchandising, customer journeys, personalized shopping experiences, and promotional execution

· Identify and implement website enhancements that improve UX, conversion, and retention KPIs, in partnership with Tech, Creative, and Marketing teams

· Own the end-to-end strategy and execution of email and SMS programs, including planning, segmentation, A/B testing, and optimization

· Lead the development of customer lifecycle strategies including segmentation, journey mapping, and personalized campaigns, to maximize Lifetime Value and Retention

· Design, implement, and continuously optimize trigger-based customer flows, including new customer welcome, post-purchase, abandonment, lapsed, and VIP journeys, to drive engagement and increase repeat purchases

· Oversee the strategy, development, and optimization of our loyalty program to deepen customer engagement, increase customer value, and increase customer file membership penetration

· Partner with leadership on long-term planning and forecasting of customer file growth and cohort behavior to inform strategic decision-making

Essential Job Duties and Responsibilities: (Additional duties may be assigned)

Data, Analytics, and Reporting

· Leverage customer insights and analytics to uncover opportunities for personalization, A/B testing, targeting, and performance improvement

· Own the testing roadmap, fostering a culture of experimentation and continuous learning

· Manage the analysis and reporting of customer file performance, trends, and key retention metrics to guide lifecycle and E-commerce strategies

Cross-Functional Leadership:

· Serve as a key partner to Creative, Merchandising, Technology, and Channel partners to drive alignment across retention initiatives and campaigns

· Coordinate campaign planning and execution across lifecycle, website, and promotions to ensure messaging consistency and calendar cohesion

· Streamline cross-functional processes and project execution to improve speed to market, operational efficiency, and overall performance outcomes

Team and Vendor Management

· Lead and mentor a team of 5 (1 Senior Manager, 1 Manager, 3 Specialists) across retention and eCommerce operations, empowering a culture of collaboration, accountability, and innovation

· Foster team growth by providing ongoing coaching, actionable feedback, and development opportunities to strengthen capabilities and deepen retention marketing expertise

· Manage relationships with external partners to support execution, drive performance, and evaluate build-versus-buy opportunities to ensure efficiency and scalability

Budget & Planning

· Own the development and management of the E-Commerce and Customer Retention marketing budgets and program P&L’s

· Build a scalable, profitable marketing plan that supports company goals while expanding channel mix and improving efficiency

Supervisory Responsibilities:

This position will be managing a team of 5.

Qualifications

Education and Experience:

· Bachelor’s degree or higher in Marketing, Business, or a related field

· 10+ years of experience in E-commerce and Customer Retention marketing in a high-growth $50 million+ Direct To Consumer environment

Special Requirements:

· Ability to travel up to 5x per year; flexible schedule including occasional evenings and weekends

Knowledge, Skills, and Abilities:

· Deep expertise in customer lifecycle marketing, segmentation, CRM platforms, and analytics

· Hands-on experience managing 3rd party best in breed ESPs and SMS platforms (Listrak preferred), E-commerce platforms (SFCC or Shopify preferred), and CRM’s (NetSuite preferred)

· Proven track record managing and mentoring a high-performing team and working cross-functionally across departments in a remote work environment

· Strong analytical skills with experience forecasting and reporting on KPIs and customer behavior

· Excellent communication, project management, and strategic planning skills

· A natural test-and-learn leader who thrives in a fast-paced, evolving business

Equipment Used: Computer, printer, scanner, telephone, and photocopier.

Physical and Mental Requirements:

· Ability to sit, stand, walk, talk, hear, reach, push, pull, crouch, kneel, bend, climb, use fingers to grasp, handle, feel, and perform repetitive motions of hands or wrists.

· Exerts up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to move objects.

· Light mental and visual attention is required for performing work where there is some variety, but actions taken and decisions made are limited to few possibilities. Work requires some coordination with others.

Environmental Conditions:

There is no exposure to adverse environmental conditions. Work is performed in a typical office work environment.

Salary Range: 150K-175K salary

Benefits:

· Competitive salary commensurate with experience

· Comprehensive benefits package including medical, dental, and vision coverage

· 401K Retirement Savings + Company Match

· Paid Vacation, PTO and Holidays

· Company sponsored life insurance and LTD

· Health Savings Account + Company Match

· Generous Employee Discount

· Verizon Discount

· Referral Bonus Program

· Opportunities for professional development and career advancement

MacKenzie-Childs is committed to creating a diverse and inclusive environment. We are proud to be an equal opportunity employer and welcome applications from all qualified candidates.