Sr. Manager of Retention & Customer Experience

at  American Tall

American Tall is a thriving e-commerce brand, dedicated to producing world-class quality clothing for tall men, and women, up to 7’1. Founded by a father and son duo in 2015, the business has grown to a level that seemed almost unimaginable just a few years ago and is now a leading brand in the tall community. The growth can be attributed to the excellent leadership team and family values that drive the business – respect, passion, support, and empowerment.
We believe the best ideas come from a diverse group of people. This is a special opportunity to join an innovative business with tremendous upside, and a work culture built on the foundation of respect, inclusiveness, and continued learning.
As the Sr. Manager of Retention & Customer Experience at American Tall, you will play a pivotal role in our retention and CX channels, overseeing retention revenue growth and optimizing all customer touchpoints. Your primary focus will be on driving customer satisfaction, loyalty, and lifetime value through strategic programs that span across multiple channels including email, SMS, loyalty, community forums, and reviews. You will also guide the strategy for the Customer Experience team, managing analytics behind our CX channels and continuously working through process improvements. Come join a growing team that’s dedicated to empowering its customers through every purchase!

EXPERIENCE, EDUCATION & DESIGNATIONS

• 3-5+ years in a CRM-/loyalty-/retention-focused managerial role for a retailer or e-commerce brand with multiple direct reports.
• Experience/involvement overseeing a high-volume customer support channel is a major plus.
• Experience on platforms such as Shopify, Klaviyo, Zendesk, Ada, and Asana are all a major plus.
• Experience shopping online! If you do not shop apparel online, this likely is not the job for you.

KNOWLEDGE, SKILLS & ATTRIBUTES

• Passion for data-driven marketing and building programs that drive incremental results.
• A true passion for providing a world-class customer experience.
• Strong analytical skills and experience with customer data analysis.
• Excellent communication, leadership, and interpersonal skills.
• Deep knowledge of customer segmentation, list management, deliverability, and CAN-SPAM laws is a major plus.
• Proficiency in Microsoft Office and Excel.
• An analytical problem solver with a data-driven mindset.
• Strong hyperfocus on driving customer-centric solutions.
• Strong organizational and time management skills.
• Ability to work collaboratively with other departments and stakeholders.

Customer Experience, Engagement and Loyalty:

• Build and maintain strong relationships with customers through personalized communication, support interactions, and engagement initiatives such as the creation of a loyalty program.
• Oversee the CX team strategy, while continuously assessing all customer touchpoints including live chat, email and chatbots to create an outstanding experience for our shoppers.
• Implement customer feedback mechanisms and gather insights to continuously improve the customer experience, building community and brand loyalty.
• Manage online reputation across owned, and 3rd party review sites.
• Support assorted brand projects related to retention including ambassadors/influencer program development, community forums and other initiatives

Strategy and Planning:

• Develop and implement retention strategies to reduce churn and increase customer lifetime value.
• Analyze customer data and behaviour to identify trends, insights, and opportunities for retention improvement.
• Set retention goals, targets, and key performance indicators (KPIs) to measure the effectiveness of retention efforts.

Campaign Management and Execution:

• Support the strategy, execution and optimization of retention campaigns and initiatives, including email and SMS marketing, loyalty programs, segmentation, and personalized offers.
• Continually monitor and optimize email automation related to new customers, restocks, product recommendations, reviews, shipping updates, and other retention-oriented alerts
• Collaborate with external agencies and consultants, software partners, marketing and e-Commerce teams and other internal stakeholders to continually improve retention efforts.
• Monitor email campaign and automation performance, analyze results, and adjust strategies as needed to achieve retention goals.

Customer Experience, Engagement and Loyalty:

• Build and maintain strong relationships with customers through personalized communication, support interactions, and engagement initiatives such as the creation of a loyalty program.
• Oversee the CX team strategy, while continuously assessing all customer touchpoints including live chat, email and chatbots to create an outstanding experience for our shoppers.
• Implement customer feedback mechanisms and gather insights to continuously improve the customer experience, building community and brand loyalty.
• Manage online reputation across owned, and 3rd party review sites.
• Support assorted brand projects related to retention including ambassadors/influencer program development, community forums and other initiatives.

Data Analysis and Insights:

• Analyze customer data, including purchase history, behaviour patterns, and demographics, to segment customers and tailor retention strategies accordingly.
• Monitor key retention metrics and KPIs, such as retention rate, churn rate, and customer lifetime value, to track performance and identify areas for improvement.
• Own channel revenue forecasting and profitability reporting for all retention channels.
• Regularly create reports on trends and customer data and convert them into business opportunities to be shared cross-functionally.