Sr. Director of Customer Engagement

General Summary

The Sr. Director, Customer Engagement is responsible for the strategy and execution of a broad array of marketing initiatives focused on “acquiring and retaining the customer” across the Steve Madden, Ltd. portfolio with a focus on Steve Madden, Dolce Vita, Betsey Johnson, and ATM Anthony Thomas Minello brands. This position supports the Wholesale and Retail business.

The responsibilities described below are considered essential functions of the role.  This position is based in our LIC office and requires working on-site.

Key Responsibilities

Retention - Email, SMS Marketing, Direct Mail (30%)

• Develop strategic, integrated marketing plans and programs that align with the organization’s priorities: increase awareness, increase customer acquisition, and drive online traffic
• Inspiring leader over the retention program and team; including providing strategic insight into the marketing calendar, template creation, targeting, deployment, optimization, reporting and analysis
• Lead email marketing programs for all brands to deliver on sales plans for both online and retail in a high visibility, fast paced environment
• Lead direct mail initiatives as we continue to scale this emerging channel across our flagship brands
• Lead all vendor relationships 

Personalization (30%)

• Develop and lead the enterprise Marketing Personalization strategy in support of all channels. Build out a full personalization vision and technical solution amongst diverse stakeholders.
• Leverage personalization data to build robust, triggers, audiences, customer journeys to drive revenue, retention, and acquisition
• Integrate personalization across all channels: email, web, app, store, media, etc.
• Partner with external vendors leading the CDP and personalization engine implementations & integrations

Loyalty and App Marketing (20%)

• Drive store and site traffic and improved customer retention, frequency and life-time value through the successful development and execution of loyalty strategies.
• Develop, evaluate, and prioritize loyalty program opportunities to best direct resources and optimize the financial return on the loyalty investments and activities
• Drive innovation in loyalty offerings to provide a positive customer experience and a strong ROI by generating new ideas and using test and learn strategies to gauge performance and optimize their implementation

Growth Marketing (15%)

• Partner with Growth Marketing lead on:
• Macro strategy development to drive traffic, sales, and engagement focusing on paid media and paid social for the brands
• Developing strategic, integrated marketing plans and programs that align with the organization’s goals, inclusive of customer acquisition, eCommerce traffic and store traffic
• Develop activation strategies with a focus on incrementality and profitability
• Support in connecting the dots between paid media strategy/tactics and retention program with customer acquisition and retention as the common north star

Budget Management and Reporting (5%)

• Internal lead on customer engagement budget management, forecasting, and team reporting with finance and executive leadership
• Oversee total enterprise customer engagement investment, partnering with Finance and Analytics to ensure spend is pacing to forecast and delivering on objectives
• Able to manage multiple projects and deadlines with support and resources as needed
• Perform other duties and special projects as assigned

Specific Job Skills:

Essential duties include

• Advanced understanding of media, personalization, consumer segmentation, acquisition cost and lifetime value
• Demonstrated ability to understand retail metrics and the impacts of what drives P&L performance to ensure programs are delivering on profitable sales and consumer growth
• Decisive individual who displays effective communication, organization, analytical, negotiating, and problem-solving skills; not afraid to take calculated risks and offer point of view
• Demonstrated ability and success in creating retail marketing plans that have significantly moved the needle in delivering increased foot traffic, activating consumer engagement, and improving revenue streams
• Ability to apply shopper insights, input from creative and strategic partners to establish and adapt to best practices for these businesses
• High drive and ability to work quickly in a retail environment
• Ability to influence others and build strong, productive partnerships with partners; history of eliminating barriers to achieving goals by way of relationship building
• Ability to freely move between strategic activities to day-to-day tactical execution without pausing
• Financial understanding of marketing ROI and impact on the business
• Strong people leader with a passion for developing others

Required Qualifications

• Bachelor’s degree in related field
• Minimum of 10 years experience of progressive leadership experience in innovative, fast-paced marketing organizations (preferably retail/fashion)
• Proficient in Microsoft Office Suite
• Excellent interpersonal, problem-solving, and organizational skills.

The expected base salary for this position ranges from $200,000 - $215,000. Ranges are based on various factors such as relevant skillset, training, years of experience related to the current job description, education, and our organizational structure. In addition to the base salary, Steve Madden offers a competitive benefits package that includes health and dental insurance, life insurance, disability insurance, 401K, paid holidays, a generous paid time-off policy, and career opportunities within a dynamic team.