Director of Customer Relationship Management

Who We Are

ThirdLove disrupted the lingerie industry by empowering women to find their perfect fit online with our innovative Fitting Room® quiz and is one of the original brands to operate 100% direct-to-consumer. All design and R&D is done in-house, and our extensive and complex supply chain is fully managed by our team. Inclusivity is at the core of who we are and how we serve our customers and build our teams.

Traditionally, women were given a choice between two options when it came to their bras and underwear: Be sexy, or be comfortable. Our Cofounders: Dave Spector, Heidi Zak, and Ra’el Cohen, thought that was outdated too — so, in 2013,  they created ThirdLove — a third, better option, which doesn’t force us to choose between being sexy or comfortable. 

What Our Team Embodies

Our culture is collaborative, fast-paced, and data-driven, and we were most recently recognized with the Great Place to Work certification. This recognition is given to a very small percentage of companies who apply for it and determined by employees’ real-time reports of their company culture. Earning this designation demonstrates to us that our team at ThirdLove is  inspired by our mission, engaged in their everyday work, and enjoy partnering with our teammates and customers. If you want to impact millions of people, find your fit, and propel your career forward, we’d love to hear from you.

What We Are Looking For

We are seeking a highly skilled and strategic Director of Loyalty and Retention to lead our efforts in developing and implementing customer loyalty and retention strategies. The ideal candidate will have a deep understanding of customer behavior, strong analytical skills, and a proven track record of driving customer loyalty and revenue growth. As the Director of Loyalty and Retention, you will be responsible for creating and executing initiatives that enhance customer satisfaction, increase customer retention, and maximize customer lifetime value.

What You Will Own And How You Will Make A Difference 

1. Develop and implement a comprehensive CRM strategy aligned with business objectives, focusing on customer acquisition, retention, and lifetime value
2. Analyze customer data and market trends to identify opportunities for improving customer loyalty and retention.
3. Design and implement customer loyalty programs, including the branding, value proposition, and personalized marketing campaigns.
4. Manage a team to deliver customer marketing programs including but not limited to email and SMS.  
5. Collaborate with cross-functional teams to improve the overall customer experience and satisfaction.
6. Utilize customer data and analytics to measure the effectiveness of loyalty and retention initiatives.
7. Monitor key performance indicators (KPIs) and generate reports to evaluate program success and identify areas for improvement.
8. Lead a team responsible for loyalty and retention efforts, providing guidance, coaching, and support.
9. Collaborate with cross-functional teams including paid marketing, e-commerce, creative, analytics and merchandising
10. Stay updated on industry trends, emerging technologies, and best practices in loyalty and retention management.
11. Various other tasks and duties as assigned or needed

Physical Demands

• Stand or Sit : Must be able to remain in a stationary position approximately 60% of the time
• Use hands/fingers to handle or feel: Constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, computer, printer, etc.
• See: The ability to observe details at close range like digital writing (within a few feet of the observer).
• Talk & Speak clearly: The ability to verbally communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations, many of these interactions can be online and will require verbal exchanges.
• Hear & Verbal Comprehension: The ability to listen to what other colleagues verbally express and understand the information that has been provided.
• Walk:The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Thought Processing: be able to make logical connections between thoughts and/or actions. Be able to understand their relevance to achieve a goal or keep the thread of conversation.

You Have

• Bachelor's degree in Marketing, Business Administration, or a related field (Master's degree preferred).
• Proven experience in a senior-level role focused on loyalty and retention management.  Minimum of 10 years.  
• Strong analytical skills with the ability to interpret customer data and trends.
• Excellent understanding of customer behavior and customer relationship management principles.
• Demonstrated success in designing and implementing customer loyalty programs and initiatives.
• Exceptional leadership and team management skills.
• Excellent communication and interpersonal skills.
• Strategic thinking and problem-solving abilities.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.

ThirdLove Offers You

• Competitive salary + equity
• Medical/Dental/Vision insurance
• Paid parental leave
• Flex time off
• Discounted and free products

Diversity

ThirdLove is an equal opportunity employer and values diversity at the company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, genetics, marital status, veteran status, or disability status.

ThirdLove is an E-Verify employer and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. For more information please visit E-Verify.