Retention Marketing Manager

The Company:
Lumens is Enlightened by Design. We’re excited by design, too. We travel the world to find everything from authentic and iconic pieces, to the latest in contemporary interior décor, all sourced from global design brands, including exclusive pieces you won’t find anywhere else. And we’re always looking for fellow design enthusiasts to join our team.

Lumens.com launched in 2004 with one goal in mind: to be the best place to shop for lighting, fans, furniture and accessories for people who love modern design. Since then, Lumens has become an established ecommerce pioneer and leader in lighting and mid-market and luxury home goods, offering a best-in-class customer experience with a service team composed of American Lighting Association-certified lighting and design enthusiasts serving trade professional, residential and commercial customers.

Today, Lumens is an innovative company at the forefront of good design, poised for growth with the backing of Design Holding and strategic links to world-renowned design brands Flos, Louis Poulsen, B&B Italia, Maxalto, Menu, by Lassen, Azucena and Arclinea. We’re looking for top talent with a shared vision around bringing the world’s best design products to discerning customers while seizing the opportunity to make a difference and impact the direction of the company. We are obsessed with our customers, play to win and believe in a great today and even better tomorrow. We are enlightened by design, and the future is bright at Lumens.

Check us out here: http://lumens.com/

The Opportunity:
The Manager, Retention Marketing is responsible for meeting/exceeding customer retention goals for both Consumer and Trade customers through management and optimization of loyalty programs and driving new and repeat customer revenue through the email and SMS channels. This candidate will directly manage the loyalty program for Consumer, partner with the Trade marketing team to support the Trade loyalty program, and oversee a team managing email and SMS. The Manager, Retention Marketing will be responsible for meeting business KPI’s such as channel revenue and customer repeat rates and will be expected to test and optimize different incentives and communications to meet/exceed these goals. This innovative, collaborative leader will work with merchandising, content, brand and creative teams to create engaging communications, and is expected to be the company SME (subject matter expert) on our loyalty, email and SMS platforms.

Responsibilities:
• Meet/exceed customer retention goals developed for the loyalty programs and channel revenue goals for email and SMS, while delivering engaging and brand-appropriate communications
• Lead the development, implementation, and ongoing optimization of the Consumer loyalty program; partner with the Trade marketing team to support the Trade loyalty program, both primarily through the email channel but also including site and phone/sales channels
• Develop a deep understanding of the features and technical capabilities of the retention platforms, including our ESP and loyalty platforms; be the business lead and SME for these relationships and technologies and partner with Product Management on their implementation and development
• Identify ways to deliver more relevant, segmented, automated and/or personalized communications with the goal to drive more revenue through these types of communications than general ones, and reduce the number/quantity of batch sends
• Constantly review competitive offerings in driving loyalty as well as email and SMS communications and capabilities to ensure we are industry leaders
• Drive innovation, testing and continuous improvement in these channels
• Deliver and share regular reporting on program KPI’s
• Lead, coach and develop a small team, providing strategic, creative and operational leadership and team support. Significant cross-functional partnership and relationship building
• Collaborate with the merchandising, content, and brand teams to align communication themes with the overarching product and content strategy and to ensure communications reflect brand guidelines and tone of voice
• Partner with the Digital Design team to manage workloads, improve processes and deliver high quality communications in a timely manner

Qualifications:
• 5+ years’ experience managing email and/or retention strategy for ecommerce
• Direct experience with technology platforms, i.e. ESP, SMS messaging, loyalty with a solid understanding of the technologies and capabilities of these platforms and in the market
• Analytics and reporting skills; preferably Adobe Analytics and Tableau, with an understanding of the drivers for success in email, SMS, loyalty and retention
• Experience managing direct reports

Compensation: Competitive Base Salary
Benefits: access to health benefits + 401K + 3 weeks annual paid time off

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