Senior Director Customer Retention and Loyalty

Our StoryWe make modern classics with character. We believe in true timelessness, the integrity of well-made clothes, and since our inception, great quality at a great price. That's in our DNA.But, we know it's not only about the clothes"”it's about the feeling it gives the people who wear them, whether they're confidently giving a presentation in a well-tailored suit; basking in long salty beach days in vibrant, colorful sun-soaked swimsuits, or joyfully re-discovering their favorite Rollneck sweater in their closet again and again, season after season.And ultimately, it's about helping our customers be the best, most authentic versions of themselves.And that's what we're after, to inspire people's lives and style.Our dedication to Diversity, Equity, Belonging & Sustainability has been celebrated with industry recognition, reflecting our commitment to fostering an inclusive and sustainable workplace.Position OverviewAt J.Crew Group, we're redefining the way people think about fashion. As a leading retailer, we pride ourselves on our commitment to delivering exceptional quality and style to our customers. We are looking for an innovative and dynamic leader to join our team as the Vice President of Retention and Customer Loyalty. This role will be pivotal in shaping our customer engagement strategy, driving long-term loyalty, and enhancing customer lifetime value (LTV) for both J.Crew and J.Crew Factory.Position OverviewThe Sr Director of Retention and Customer Loyalty will lead a team that drives value by cultivating lifetime customer value through innovative loyalty strategies and programs across J.Crew and J.Crew Factory. This role requires a visionary and proven leader who can leverage data-driven insights to create and implement loyalty programs, optimize customer experiences, and foster deeper connections with our brand. This role will establish, communicate and execute a vision for the future loyalty program, ensuring it align with long term corporate strategies to deliver sustained value creation and foster brand love and affinity. This leader should have experience across a broad range of retail and financial products, retail / omnichannel operations, mobile and ecommerce with a proven track record that represents smart risk-taking in investment strategies.Key ResponsibilitiesStrategy Development: Lead the development and execution of comprehensive customer retention and loyalty strategies that align with the overall business goals for J.Crew and J.Crew Factory.Loyalty Programs: Design, launch, and manage loyalty programs that enhance customer engagement and drive repeat purchases. Ensure programs are tailored to meet the diverse needs of our customer base (inclusive of the J.Crew Credit Card Program)Customer Insights: In partnership with the strategy & insights team, utilize data and analytics to understand customer behavior, preferences, and trends. Apply insights to refine strategies and improve the effectiveness of retention initiatives.Cross-Functional Leadership: Collaborate with marketing, merchandising, and digital teams to ensure alignment of retention strategies with broader business objectives and enhance customer experience.Performance Tracking: Develop and monitor key performance indicators (KPIs) to measure the success of loyalty programs and retention initiatives. Provide regular reports and recommendations to senior leadership.Customer Experience: Identify opportunities to improve the overall customer experience and address pain points in the customer journey to drive higher satisfaction and loyalty.Innovation: Stay current with industry trends and best practices in customer loyalty and retention. Introduce innovative approaches to keep J.Crew ahead of competitors.QualificationsExperience: Minimum 15 years of progressive experience in customer lifetime value optimization and loyalty architecture, with 8+ years leading enterprise-scale transformation initiatives.On-Site: Must establish primary residence in NYC metropolitan area; physical presence required 3 days weekly at minimum in our Manhattan global headquartersTechnical Expertise: Deep mastery of advanced predictive modeling, machine learning applications, and bleeding-edge martech stacks. Proven success implementing enterprise-scale digital transformation initiativesCommercial Acumen: Demonstrable P&L ownership exceeding $250M with track record of consistent EBITDA expansion through multiple business cyclesEducational Requirements: Masters degree required (MBA strongly preferred) from top-tier institution. Additional advanced degrees in quantitative fields advantageousIndustry Knowledge: Comprehensive understanding of retail value chain dynamics, omnichannel optimization strategies, and next-generation loyalty frameworksLeadership Scale: Experience directly managing teams of 50+ with matrix influence extending to 500+ personnel globallyTechnical Capabilities: Expert command of advanced analytics platforms (Python, R, SQL) and enterprise visualization tools (Tableau, PowerBI)Strategic Thinking: Proven ability to architect and execute multi-year transformation roadmaps with demonstrable value creation exceeding $100M annuallyWe welcome you to apply, even if you dont check all the boxes. Our passion is scouting life-long learners who are driven by curiosity, and who feel connected to our brands and share our desire to make an impact. We're always seeking bright new talent who leverage their unique experiences to discover, grow and evolve with our teams.Benefits + PerksHealth & Well-being - Eligible associates and family members receive medical, dental, prescription and vision insurance, family planning (fertility, adoption & surrogacy support), fitness discounts, medical travel and more.Associate Discount - We love our products just as much as you do! That's why we offer a great associate discount across all of our brands (J.Crew, J.Crew Factory, and Madewell).Flex Fridays - In addition to our hybrid work model, we also close our office at 1:00 PM every Friday year-round.Community Impact - We support the communities where we live and work through our philanthropic efforts and the J.Crew Cares Program.Winter Break - In addition to our PTO package, J.Crew Group offers a winter break at the end of December to eligible full-time associates at the Home Office to provide time to refresh and recharge.Note: Availability of these benefits and perks may be subject to work location & employment type and may have certain eligibility requirements.At J.Crew Group (JCG) we aim to pay competitively for our company's size and industry. The base salary offered will take into account internal equity and may vary depending on the candidate's geographic region of work premises, job-related knowledge, skills, and experience among other factors. The base salary is just one component of J.Crew Group's competitive total rewards strategy that also includes the opportunity for bonus, competitive benefits and perks.One of our core focuses here at JCG is creating a community and culture that builds belonging. We are deeply committed to our Diversity, Equity and Inclusion efforts, and we warmly welcome job applicants of all backgrounds.JCG is proud to affirmatively provide equal opportunity to all associates and qualified applicants without regard to race, color, religion, national origin or citizenship, age, sex, marital status, ancestry, legally protected physical or mental disability, veteran status, gender identity, sexual orientation or any other basis protected under applicable law.

Created: 2025-03-05