Director, Consumer Intelligence

About rag & bone

From our origins in New York in 2002, rag & bone was founded on a belief of uncompromising ideals: a commitment to doing things the right way, not the easy way. To making things that are as original as they are timeless. To being true to ourselves, even when that truth sets us apart from the mainstream. 

We still believe in the same principles we started with: the easy elegance of classic British tailoring, the authenticity of American workwear, and the originality of our home city, New York. As New Yorkers, community and authenticity have become synonymous with our brand. An inclusive environment at rag & bone upholds our original values by encouraging employee connection and empowering each individual to have a voice on policy, process, and collaboration for a more equitable future. 

Job Summary

The Director of Consumer Intelligence will be responsible for supporting rag & bone growth strategies by managing day-to-day customer analytics, with a focus on converting customer data from multiple sources into business implications and recommendations. The Manager will develop analytical methodologies to tackle key business questions about the customer, identify acquisition and retention opportunities online and offline, and manage email/direct mail/digital segmentation and targeting strategy, reporting, and optimization.

The ideal candidate will be a strategic, highly-analytical critical thinker with experience in a retail environment, a strong background using SQL (or equivalent languages) to manipulate data and generate insights, and the ability to apply predictive models to business use-cases. The candidate should have the ability to distill complex information and communicate clearly to stakeholders and senior leaders.

This role will partner cross-functionally with teams across the organization, including marketing, ecommerce, stores, experience, and operations.

This role will accelerate the capabilities of the Consumer Intelligence team and drive customer growth through a deeper understanding of the customer. The role will be instrumental in the development of actionable insights that drive personalization and increase customer engagement, including but not limited to lifecycle journeys, product recommendations, reactivation, cross-selling, and up-selling opportunities.

Responsibilities

• Manage day to day customer analytics and develop cadence of formal reporting to educate the company on consumer behavior and buying trends
• Leverage data to identify acquisition and retention opportunities on and offline with the goal of maximizing lifetime value and driving loyalty
• Collaborate with digital and retail marketing teams to execute multi-channel strategies (email, social, display, POS, in-store)
• Propose and test programs through customer segmentation, personalization, A/B testing, tiered promotional offers, triggered campaigns
• Define KPIs with cross functional buy-in, including acquisition costs, ROI, revenue goals across channels
• Deliver regular campaign reporting to continually optimize campaigns
• Work closely with internal data management team and external partners to ensure quality controls are in place and data remains accurate
• Continually evaluate the customer, behavioral and purchase data to uncover business opportunities and share findings with key stakeholders
• Oversee ad-hoc reporting and list pulls to support the business
• Partner on a direct mail strategy including prospecting, budgeting and reporting
• Manage relationship with external marketing and insights partners
• Partner with cross-functional teams to define success metrics and set customer-related goals
• Work closely with internal data-management team and external partners to ensure quality controls are in place and data remains accurate
• Manage Manager, Consumer Intelligence

Requirements: (skills, qualifications, education, etc)

• Bachelor’s Degree
• Minimum 10 years of CRM experience in a retail organization
• Preference for someone who has worked with an in-house CRM tool
• Exceptional Excel and presentation building skills
• Highly analytical and strategic thinker with ability to distill information and communicate clearly
• Meticulous attention to detail and accuracy
• Demonstrated ability to work cross functionally with Creative, Marketing, eCommerce & IT
• Comfortable in a fast paced environment stepping into a newly created role
• Excellent computer skills (i.e. Microsoft Office applications-Excel, PowerPoint)
• Catalog and Direct Mail experience a plus

The estimated salary for this role is $140,000-$175,000 based on experience and qualifications. 

Rules we live by | Rules you live by

• Be a Good Human - Be original, be authentic. Stand for diversity, equitability & inclusivity.
• Have No Fear - Innovate, solve problems
• Own Every Decision - Work together, get results
• Quality Matters – Not only with product but we see it in our people
• Make S**t Happen - Be disciplined, be competitive

Benefits

• Paid Time Off
• Clothing Allowance
• Generous Employee Discount
• Paid Parental Leave
• Membership to Calm and access to other wellness benefits
• Medical, dental, vision and ancillary benefits
• 401k

rag & bone is an EEO/Affirmative Action Employer. No employee or applicant is discriminated against because of race, color, sex (including pregnancy), age, national origin, religion, sexual orientation, gender identity, gender expression, parental status, status as a veteran, and basis of disability or any other federal, state or local protected class.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.