Director, Loyalty and Retention

Description

Who We Are

Founded in 2007, HOMAGE is an apparel company rooted in nostalgia and authenticity. We pay homage to iconic personalities, styles, and moments in sports, pop culture, music, and history. We view ourselves as storytellers, honoring heroes and traditions, our passions and beliefs, and the moments that uplift us and make us feel alive and connected. We create and curate comfortable apparel that sparks connection, tells stories, and empowers you to express yourself.

Our Mission

Paying homage to exceptional stories through legendary comfort.

Our Vision

Be a go-to brand for fans, on game day and every day.

Our Values

Compassion | Creativity | Collaboration | Authenticity | Accountability

Who are HOMAGE team members?

HOMAGE team members are as eclectic as the stories they tell. They are hardworking, dedicated, creative, and a little quirky with a lot of hustle. HOMAGE team members have a passion for what they do and love to work together to create an amazing product and experience for their customers.

What kind of benefits do HOMAGE team members receive?

• The opportunity to be a part of collaborative, fun team environment
• Medical, dental, and vision insurance coverage
• Life insurance paid 100% by HOMAGE with the opportunity to purchase additional coverage
• 401k with Employer Match
• Flexible Spending Account & Dependent Care 
• Employee Assistance Program
• Career growth and development
• Paid Time Off 
• Team Member discount on HOMAGE products

What will you do as a Director of Loyalty and Retention at HOMAGE?

POSITION SUMMARY

We are seeking a dynamic and visionary leader to define our Retention and Loyalty programs, creating exceptional customer experiences that drive meaningful relationships and long-term brand advocacy. The Director of Loyalty and Retention will spearhead strategies to maximize customer lifetime value and reduce customer churn, and align customer retention initiatives in service of our overall business goals.

The Director of Loyalty and Retention collaborates with our executive team and engages cross-functional leaders and teams across Brand, Product & Planning, Customer Support and Technology as well as external partners to reimagine our Retention and Loyalty programs from the ground up. This role will share and execute a compelling vision for how we connect with our customers. 

The ideal candidate will combine a data-driven mindset with a creative approach to developing innovative insights that drive brand-focused loyalty strategies, fostering strong customer advocacy and passion. Expertise in  marketing technology innovations and hands-on experience with the design and implementation of systems and tools are essential to succeed in this role.

KEY ACCOUNTABILITIES 

• Own the strategic vision and design of HOMAGE’s Retention & Loyalty programs. Including defining program objectives, KPIs, and delivering customer acquisition and retention strategies.
• Inspire the cross-functional organization to deliver breakthrough customer-centric experiences with tight execution across the entire customer journey.
• Build a team of talented retention marketers and partner with Brand, Product, eCommerce, Customer Success, and Finance teams to bring our retention vision to life, delivering measurable increases across LTV and retention rates, channel revenue goals, and brand affinity.
• Establish and deliver on KPI metrics for the loyalty and personalization programs in support of broader business strategies and goals.
• Stay abreast of industry trends, emerging technologies, and competitive landscape to ensure our loyalty programs remain innovative and competitive.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Define and optimize customer segmentation and personalization strategies to enhance the loyalty experience across all our channels.
• Direct the go-to-market planning and execution of the Retention & Loyalty program relaunch.
• Define business requirements during technology platform development and oversee operations post initial launch.
• Integrate current personalization capabilities into loyalty programs and elevate personalization efforts across our marketing channels.
• Harness and analyze customer data to identify trends and insights that can be leveraged to enhance loyalty programs and overall customer experience.
• Develop a testing roadmap that evaluates and optimizes loyalty benefits, rewards, communication channels and messaging. Share results across the company to ensure integration of efforts throughout the customer journey.

Qualifications

What are we looking for in a Director of Loyalty and Retention at HOMAGE?

• 10 years of digital marketing, loyalty programs and/or CRM/customer marketing experience ideally within eCommerce/retail environments. Prior experience developing and executing strategic customer retention marketing programs with a focus on Apparel, Beauty, or Food industries.
• Proven ability to build and leverage customer segmentation strategies and enhance customer journeys that drive customer engagement to measurable business results.
• Dynamic and empathetic leader with a history of inspiring and managing cross-functional teams for go-to-market planning and world-class execution. Direct experience in building and managing consumer retention and loyalty programs, including program launch or relaunch.
• Demonstrated understanding of brand power and its role in delivering exceptional customer experiences.
• A strong analytical mindset, with a proven track record of hypothesis-driven testing resulting in increased business performance, with a deep set of best practices at their fingertips.
• Skilled at working across organizational boundaries to get things done in a collaborative, fast-paced environment.
• Hyper-organized, detail-oriented, and results-focused, with a positive attitude and innovative problem-solving skills.
• Excellent written, presentation, creative, strategic thinking, analytical, and relationship management skills.

HOMAGE will make reasonable accommodations for team members for known physical or mental limitations unless the accommodation would impose an undue hardship on the operation of our business.

HOMAGE is an equal opportunity employer.

Candidates should have the legal right to work in the United States and should be willing to submit to a background check.

Are you ready to make HOMAGE a part of your story? Apply today!