Overview

We are a people-powered beauty ecosystem, leveraging unique & engaging online & offline experiences as well as consumer participation to fuel our growth. In 9 years, we have built an iconic brand that has revolutionized how consumers, & how the industry, think of beauty. The foundational DNA of our brand is resonant across generations, timeless, & ripe for building upon. Our next step is to bring Glossier to more people in more places.  We are inclusive, customer-devoted, curious, courageous, discerning, & results-driven.

In this role, you will set the global vision & strategy for CRM & customer retention at Glossier, inspiring a team of lifecycle marketers & partnering with leaders across the organization to bring it to life. The Director, Lifecycle & Retention will lead our efforts to build a best-in-class personalization engine, launch our first subscription program, & activate customer insights to deliver delightful experiences that drive meaningful business outcomes. This role is based in New York & will report to the General Manager of eCommerce.

Six Month Expectations 

• Create & iterate Glossiers cross-channel lifecycle & retention roadmap, with a focus on growing CRM revenue contribution & customer repeat rate.
• Lead the lifecycle marketing team as a true player-coach, including recruiting, coaching, & developing future leaders.
• Assume ownership of customer retention metrics & insights, identifying opportunities for greater sophistication & activation.
• Evangelize a culture of experimentation, working with ecommerce, product, engineering, & data to advance Glossiers testing strategy.

Twelve+ Month Expectations

• Drive the development, execution, & expansion of global lifecycle & retention marketing programs, with accountability for delivering results.
• Own the launch of our first subscription program, from initial concept to rallying a cross-functional team into action.
• Elevate Glossier to the forefront of advanced personalization, going beyond transactional content to tell unique stories.
• Partner with the data team to enhance retention data, uncovering rich customer insights & leveraging them to inform our approach to segmentation & automation.
• Act as an advisor or project lead on new cross-functional initiatives ranging from product & channel launches to evolving the customer experience.

Qualifications 

• 8+ years experience in retention, CRM, lifecycle, and/or customer marketing, ideally in ecommerce businesses at $XXXM scale.
• 4+ years leading high-performance teams, with a proven track record of developing & promoting from within.
• Results-oriented with the ability to move easily between 20,000 foot strategy & rolling up your sleeves to get it done.
• Significant experience leading broad cross-functional initiatives with ecommerce, performance marketing, customer experience, product, & engineering stakeholders.
• Highly analytical with the ability to translate data into actionable insights & customer segmentation strategies. Comfortable working in Looker, Google Analytics, & similar; advanced customer analytics skills preferred.
• Experience standing up & scaling subscription and/or loyalty programs.
• Familiarity with innovative personalization strategies & implementation preferred.
• Clienteling experience preferred.
• Excellent communication & interpersonal skills.
• A passion for Glossier & our unique approach to beauty.

In accordance with the applicable law, the following represents a good faith estimate of the minimum & maximum compensation range for this position:

• The estimated annual pay range for this role is $135,000 - $176,000. There may be future opportunities for continued pay progression based on continued strong performance in the role.
• Full-time positions are also eligible for a competitive compensation & benefits package that include medical health insurance, 401K, equity in the form of Restricted Stock Units, Paid Time Off, Short Term & Long Term Disability leave, & a range of other benefits. Learn more at the Glossier Career page.

Compensation for the role will be determined based on permissible, non discriminatory factors such as a candidates qualifications, skills, & experience. 

NOTE: Glossier requires all newly-hired employees whose job responsibilities require them to work from a Glossier office or retail location or require them to travel, work in person with vendors or others or participate in creative productions to be fully vaccinated against COVID-19. Glossier is an equal opportunity employer & will provide reasonable accommodation to those individuals who are unable to be vaccinated consistent with federal, state or local law.

Click here to view the candidate privacy policy under FAQ's

We are an Equal Employment Opportunity (EEO) Employer. It has been & will continue to be a fundamental policy of Glossier not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status, unemployment status or any other characteristic prohibited by federal, state and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignment, benefits, layoff, & termination.