Full-Time

Director – Loyalty

Posted on 4/10/2024

Quince

Quince

201-500 employees

Manufacturer-to-consumer fashion and home goods

Consumer Goods

Senior

Remote in USA

Required Skills
Marketing
Requirements
  • Experience managing a loyalty program for a large customer base
  • Experience working in DTC ecommerce
  • Understanding of how to measure customer retention including cohort analysis, holdout groups, incrementality, and LTV
  • Proven track record of implementing loyalty rewards that drive incremental repeat purchase and LTV
  • Ability to project manage complex and technical software implementations - ability to write a product spec and manage engineers
  • Understanding of customer psychology that drives purchase behavior
  • Ability to strategize at a high level while also getting into the weeds to ensure a flawless customer experience
  • Creative and out-of-the-box thinking - we don’t want to build a “standard” loyalty program
  • Experience with gaming psychology a plus
  • Experience with mobile apps a plus
Responsibilities
  • Fully own our customer loyalty program from financial investment to performance and tech stack
  • Own the refer-a-friend program across incentives, adoption, and overall performance for both retention and acquisition
  • Deep dive our existing loyalty program to understand potential optimizations, financials, and customer satisfaction with the program
  • Create testing roadmap for loyalty incentives that is focused on driving incremental repeat revenue per customer, # of categories shopped, and overall LTV
  • Create member tiers with unique perks and requirements at each level - optimize these requirements and perks to maximize participation
  • Own measurement and validation of incentives tested including incrementality and margin analysis
  • Drive massive adoption of the program within our existing customer base
  • Partner with engineering to build custom loyalty features and a robust site and mobile app presence
  • Create a marketing calendar specifically for loyalty program members with exclusive offers and unique perks and benefits
  • Test ways to 'gamify' shopping and give customers a reason to come back to the site & app organically on a regular basis
  • Own and optimize the loyalty and refer-a-friend signup flows to maximize sign up and participation
  • Partner with CX team to create line of communication so we can understand the voice of the customer regarding loyalty
  • Partner with finance team to minimize financial liabilities while maximizing customer participation
  • Detect fraud and implement processes and rules to prevent fraud and gaming of program

Quince offers a diverse range of high-quality fashion and home goods at affordable prices, utilizing a manufacturer-to-consumer retail model and implementing a near just-in-time production process to minimize financial and environmental waste.

Company Stage

Series B

Total Funding

$141.5M

Headquarters

San Francisco, California

Founded

2018

Growth & Insights
Headcount

6 month growth

58%

1 year growth

114%

2 year growth

421%
INACTIVE