Director, Retention Marketing at FIGS

| Santa Monica
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Do you have a passion for creating best-in-class customer experiences? FIGS is looking for a Director of Retention Marketing to develop strategies that segment, grow and retain customers. This role owns retention marketing as a key member of the digital marketing team, leading all active subscriber communication channels (email, SMS, push, referral), with a focus on retention and lifetime value. As we grow our portfolio of marketing investments and experiences, this role will provide strategic direction on our approach to personalization and segmentation at scale. This role will also partner closely with our Product Management team on ways to improve our customers’ experience.

The ideal candidate has a customer-first mindset and is passionate about running a team focused on understanding our customers’ experiences across all channels including website, email, SMS, landing pages, referral programs, direct mail and more to drive business growth and customer retention. 

This position will report directly to the Chief Digital Officer and partner cross-functionally with acquisition, brand, data, merchandising and product and engineering teams to create a true lifecycle marketing experience that attracts customers, converts, retains, and delivers on the best customer experience for the FIGS community of Awesome Humans. 

What You'll Do:

  • Develop and evolve FIGS’ customer retention strategy, including direct accountability for email, SMS and mobile app engagement strategy and performance. Core KPIs include email, SMS, and push notification engagement rates, revenue, customer repeat purchase rates and lifetime value.
  • Lead the business of retention, including owning all KPIs, tracking and forecasting for our retention marketing channels, in close partnership with core team members on the growth and acquisition team.
  • Partner with Growth, Brand, Merchandising and Digital Product teams to optimize and personalize the customer journey, developing pre-emptive strategies that deliver the right message to the right person, at the right time
  • Own, execute and communicate email, SMS, push notifications and retention marketing campaigns to drive improvements in audience segmentation and frequency to drive repeat rate, LTV, and increased engagement and advocacy
  • Own customer segmentation and components of marketing tech in close partnership with our data, ad ops and engineering teams.
  • Manage and grow the email, SMS and app subscriber database
  • Own strategy and reporting for FIGS referral and loyalty programs
  • Own monthly, quarterly and yearly reporting - work closely with the Data Science and Retention Marketing Analyst to continuously measure customer lifecycle performance and communicate results 
  • Evangelize a culture of segmentation, testing and optimization, working with teammates across Brand/Creative/Design, Product/Engineering and Data to develop our testing strategy and share best practices
  • Develop a high performing team of lifecycle/retention marketers and ensure their continued development and growth within the organization

Qualifications:

  • Retention marketing leader with a minimum of 7+ years experience in retention marketing, customer marketing, lifecycle or CRM space, ideally in DTC and/or apparel businesses at $100mm+ scale.
  • Successful track-record of developing marketing strategies, executing, measuring, and delivering on performance targets 
  • Strong collaboration, communication and presentation skills to inform, encourage and implement impactful marketing initiatives.
  • Strong analytical skills with proven ability to scrutinize large amounts of data and turn it into actionable initiatives (including both quantitative and qualitative data)
  • Experience with testing methodology and experience driving results through analytics

Preferred Qualifications:

  • Knowledge of direct-to-consumer eCommerce, retention marketing trends, and Email/CRM technologies (Retention Science and Attentive experience a plus)
  • An eye for strong creative and storytelling, and experience partnering with Creative teams on both direct response and brand marketing assets and communication
  • Strong empathy and understanding of the customer mindset to deliver exceptional customer experiences
  • Excellent project management skills including: conceptualization, driving alignment, planning resources, managing deadlines and objectives, delivering analysis and recommendations
  • Marketing/Communications Degree, MBA a plus

A little bit about us…

The medical apparel industry is antiquated, highly fragmented and, until FIGS, was driven solely by low-cost providers offering a limited selection of poor quality products sold through third party distributors. FIGS is revolutionizing the medical apparel industry by creating the highest quality medical apparel in the world and by selling directly to medical professionals through our branded ecommerce site.

FIGS’ foundation is built on product quality, and we have a relentless focus on three key areas: fabric, fit and function. We developed our proprietary, performance-oriented fabric technology to meet the demands of the medical profession. FIGS’ Technical Collection fabric is wrinkle resistant, moisture-wicking, lightweight, breathable and offers four-way stretch. Our designs are tailored, sophisticated and innovative, incorporating features such as yoga waistbands, smart storage (pockets, zippers, hidden pockets) and inspirational sayings inside each garment that appeal to modern healthcare professionals.

By offering a branded and customer-centric online shopping experience, we are changing how medical professionals buy their workwear. Through our website, social media, and participation in medical conferences and events, we have built a strong following within the medical community and a meaningful connection with our customers, which allows us to understand their needs and to ensure that FIGS is continuously improving and innovating.

FIGS’ Threads for Threads initiative is central to our mission. FIGS has donated hundreds of thousands of scrubs to healthcare providers in need around the world.

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Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
    • RubyLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
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    • AsanaManagement
    • JIRAManagement

An Insider's view of FIGS

What are some social events your company does?

Pre-COVID, we’d do karaoke nights at HQ, team happy hours & launch parties for new releases. Recently, we’ve transitioned to cocktail-making kits for virtual HH's, Zoom Book Club, digital Halloween costume contest for employees and pets & a cookbook featuring recipes from our team members. We also have a dedicated Wellness and CX Appreciation week!

Jordan

ordinator

How do you collaborate with other teams in the company?

At FIGS, we are always looking for ways to provide our customers with the best experience and empower our teams. I often meet with different departments such as marketing, social, and product teams to find solutions to new challenges, answer frequently asked questions, and collaborate on ways to provide the best experience to our community.

Reyna

Manager, Customer Experience

How does the company support your career growth?

At FIGS everyone is treated like an owner and empowered to take on more responsibility. You don't hear the word "no" often and hard work is always recognized. I started as a social media manager here at FIGS and am now the VP of Brand. It's been the most challenging and rewarding experience of my life.

Jenny

SVP of Brand

What is your vision for the company?

FIGS is transforming the healthcare experience through design, community and innovative technology. We have revolutionized the medical apparel industry and are working to establish FIGS as one of the most iconic, formidable brands in the world.

Heather and Trina

Co-CEO's

How do you empower your team to be more creative?

We believe that you create the world you want to live in and that ethos is shared by everyone who works at FIGS. We are a team of doers, think outside of the box-ers and innovators. We encourage our team to think like owners, to contribute ideas fearlessly and to always ask, "What's next?"

Heather and Trina

Co-CEO's

What are FIGS Perks + Benefits

FIGS Benefits Overview

The FIGS Team has an awesome culture focused on uplifting, celebrating, and caring for its team members.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
FIGS has a D&I and Culture committee to organize events for Team FIGS!
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
ClassPass subsidy
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
FIGS provides employees with a 401(k) matching plan managed by Guideline. We match 100% of contributions up to 6% of an employee's annual gross pay.
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
FIGS hourly employees accrue up to 120 hours of PTO, based on hours worked.
Paid Holidays
Paid Sick Days
Employees accrue up to 72 hours of sick leave and accrual begins on date of hire.
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted once per month and other celebrations.
Parking
Fitness Subsidies
ClassPass
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within

Additional Perks + Benefits

In addition to the list, we provide some unique perks!
- Peloton bikes and fitness equipment on site available for use.
- Employee discount on our amazing scrubs.
- 50% subsidy on doggie daycare close to the office.
- Annual on-site flu shots.
- Ping pong table on site.

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