Senior Director of Member Engagement (Boston, MA)

| Boston, MA
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Senior Director of Member Engagement

Boston, NYC or Remote

We're Looking For...

A Senior Director of Member Engagement to join our entrepreneurial, analytical, and fun marketing team. As a leader on the Member Engagement and Communications team, this role will drive strategy and execution across the member lifecycle (new member, active buyer, and top shopper / loyalty) to accelerate Rue Gilt Groupe top-line growth, retention, and member lifetime value. This role has additional direct management responsibility for the Rue La La and Gilt International Business.

What You’ll Do...

Develop and deliver meaningful programs, campaigns and experiences across the member lifecycle that drive member progression, visitation, activation, and loyalty. Key outcomes include delivery of active buyer and buyer revenue goals.

  • Establish industry-leading customer relationship marketing programs utilizing a test and learn methodology to implement traditional and non-traditional methods of engaging and retaining customers.
  • Develop and execute a comprehensive customer communications and lifecycle marketing strategy that encompasses email, push, SMS, onsite and mobile programs increasing customer engagement and lifetime value.
  • Lead quantitative and qualitative analysis to develop a deep understanding of customer needs and value drivers by life-stage across the Rue La La and Gilt Groupe businesses.
  • Generate and test new concepts and tactics that transform insight into action; scale successful pilots and transfer to go-to-market initiatives
  • Define, launch, and evolve loyalty, shipping and promotional programs that enhance customer engagement and profitability.
  • Develop the vision and end-to-end strategy to grow the Rue La La and Gilt International Business.
  • Own key metrics driving the engagement and retention area and proactively improve performance, setting a high bar for the team and partners in terms of member orientation and analytical rigor.
  • Communicate insights into drivers of performance and opportunities to the Rue Gilt Groupe Executive and Management teams on a monthly/ quarterly basis 
  • Grow and inspire a team focused on driving customer behaviors that maximize engagement and revenue generation through coaching, feedback, and change management
  • Serve as a key leader within the company, identifying and driving business opportunities through cross-functional partnerships across Marketing, Creative, Product Management, Technology, and Buying/Merchandising  

About You

At Rue Gilt Groupe, diversity enriches our passion, collaboration, kindness and innovation. We’re committed to fostering an inclusive environment where every Associate is empowered to learn, grow and bring their full self to work. Even if you don't check off every qualification in the job description, that's okay. We encourage you to apply to any role that excites you and sparks delight! We can't wait to learn more about you.

  • 5+ years’ experience leading customer relationship marketing and loyalty programs.
  • Experience in e-commerce/retail or B2C; fashion and/ or high growth companies a plus 
  • Proven track record of successfully establishing vision as well as designing, managing and scaling member lifecycle programs that drive meaningful value in a dynamic, fast-paced organization.
  • Demonstrated exceptional analytical horsepower and data-driven problem-solving skills; owned start-to-finish analytic solving of complex marketing problems (e.g., hypothesis, analysis plan, tools development, etc.) .
  • Strong people leadership skills with 3+ years of team management experience 
  • High tolerance for ambiguity with proven ability to drive rigorous prioritization and decision making to achieve complex goals 
  • Entrepreneurial and global ownership mindset, with proven ability to influence and build advocacy for ideas at all levels of the organization 
  • Excellent communication and relationship management skills
  • An innovative, positive, and self-directed attitude
  • Passion for understanding consumer behavior and creating outstanding customer experiences   

Additional Skills a plus:

  • Experience using analytics/ business intelligence tools such as Tableau, SQL, etc
  • Experience with Customer experience design and technical product management
  • Digital Marketing knowledge including social and display
  • SFMC (Salesforce Marketing Cloud) experience

Important COVID-19 Guidance (for candidates applying to roles in our MA, NY and CA offices): Per Rue Gilt Groupe’s policy, all associates who will work at our MA, NY or CA offices must be fully-vaccinated and proof of vaccination will be required.

About us

Rue Gilt Groupe is a leading off-price e-commerce portfolio company, connecting the next-generation shopper to world-class brands. We’ve defined the online treasure hunt through our daily sale events allowing a large, loyal member base to discover over 5,000 premium and luxury brands at prices up to 70% off full-price retail.

Rue Gilt Groupe operates three complementary sites – Rue La La, Gilt, and Shop Premium Outlets.

Our vision at RGG is to spark delight through daily discovery – we make shopping an occasion to celebrate. At the forefront of fashion and technology, we’re also in the business of sparking delight for our Associates. We inspire each other, our Members, and ourselves to push past the expected – every day. Our culture is rooted in our values and together we work to demonstrate being Kind, Passionate, Collaborative, Innovative, Tenacious and Empowered.

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases

An Insider's view of Rue Gilt Groupe

How would you describe the company’s work-life balance?

I really appreciate Rue Gilt Groupe’s work-life balance. Our marketing team norms include limiting lunchtime meetings and after-hours emails, so there’s a distinction between work and personal time. Additionally, RGG’s flexible time-off policy and Summer Fridays mean Associates can take vacation, sick, and personal days as they want or need to.

Cade

Senior Analyst, Digital Marketing

What projects are you most excited about?

As a new Rue Gilt Groupe team member, I am really excited to partner with associates and business leaders to take Rue Gilt Groupe's DEI initiatives to the next level!

Dante

Director, Diversity, Equity & Inclusion

How has your career grown since starting at the company?

Three promotions & six years later, I went from a UX Product Designer to a Group Product Manager building personalization products as part of the Data Science team. Going from Design to Data Science is not a typical path, it took hard work, but the genuine & consistent support from cross-functional leaders opened the doors to new opportunities.

Joelle

Group Product Manager, Data Science

How do your team's ideas influence the company's direction?

The Customer Service team is in the best position to hear what Members want from us, what we can do better and how we can continue to delight them. We listen to their feedback and share that with the rest of the company to continuously improve user experience. By putting the Member first, these insights help all of us collaborate effectively.

Maria

VP, Customer Service

What kinds of technical challenges do you and your team face?

With our business model of limited-time pop-up shops, we experience bursts of high-volume traffic multiple times a day on our websites and mobile apps. We’re making ambitious changes to our tech stack to further scale and modernize while maintaining a fun (and stable!) shopping experience for our Members. It’s a unique and exciting challenge!

Kayleigh

Manager, Engineering

What are Rue Gilt Groupe Perks + Benefits

Rue Gilt Groupe Benefits Overview

25% OFF RUE LA LA, GILT, & GILT CITY
FREE SHIPPING & PERSONAL CONCIERGE ASSISTANCE
PRE-TAX COMMUTING COSTS
REFERRAL BONUS
[email protected], robust training program
WELLNESS
COMMUNITY SERVICE DAYS
FLEXIBLE TIME OFF & SUMMER FLEX HOURS
REWARDS & RECOGNITION
EDUCATIONAL REIMBURSEMENT
CORPORATE GYM RATES
ZIPCAR DISCOUNT
TRAVEL DISCOUNTS
12% OFF AT VERIZON
DRY CLEANING DISCOUNTS
DISCOUNTED MOVIE & BROADWAY TICKETS
PLUS… Bagel Fridays, free coffee, seltzer, and fresh fruit, massages, random surprise and delights, and your birthday off

Culture
Volunteer in local community
Partners with Nonprofits
Rue Gilt Group has ongoing relationships with NAACP, American Nurses Foundation, BCRF, GLSEN, Project Glimmer and the Trevor Project. :
Friends outside of work
Eat lunch together
Intracompany committees
Rue Gilt Groupe offers a DEI committee, fun committees per department
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
We are committed to fostering an inclusive environment where every associate has opportunity to learn, grow, and bring their full self to work.
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Associates can participate in "Wellness Wednesday" which is a company wide physical activity at home or in a group.
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
4 months fully paid!
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
The Company will reimburse regular, full time associates, up to $5,000 per year towards education expenses to encourage their career development and ultimately, our success.

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