Manager - Digital Performance eCommerce

Description

Company Overview:

ZO® Skin Health develops and delivers cutting-edge skincare solutions, harnessing the latest advances in skin science. Our products are trusted by professionals and consumers globally. As we expand our digital presence, we’re seeking a Customer Engagement Manager to lead our e-commerce CRM strategy and drive growth of our brand website.

Job Overview:

The Sr. Customer Engagement Manager will be responsible for developing and executing strategies that enhance customer engagement, retention and loyalty across ZO® Skin Health’s e-commerce platforms. The ideal candidate will work closely with the marketing, product and customer service teams to deliver personalized and seamless experiences for customers, driving both revenue and customer satisfaction.

Key Responsibilities:

Customer Engagement Strategy:

   - Develop and lead a comprehensive customer engagement strategy across ZO Skin Health’s e-commerce platforms, including customer journey mapping and identifying touchpoints for engagement.

   - Collaborate with cross-functional teams to integrate customer insights into engagement strategies, ensuring personalized and relevant interactions.

   - Leverage data-driven insights to build targeted customer engagement initiatives, including lifecycle marketing and retention programs.

E-Commerce Performance:

   - Lead initiatives to increase customer retention, average order value (AOV), and customer lifetime value (CLV).

   - Develop and implement strategies to optimize the post-purchase experience, including email campaigns, loyalty programs and personalized recommendations.

   - Analyze e-commerce performance metrics, such as conversion rates, bounce rates, and customer retention, and present findings and action plans to the leadership team.

Customer Experience Optimization:

   - Collaborate with product development and IT teams to enhance the e-commerce user experience (UX), ensuring the digital customer journey is seamless across mobile, desktop and other digital touchpoints.

   - Lead A/B testing efforts to improve engagement and conversion rates, focusing on personalization and customer-specific promotions.

   - Identify areas for improvement in the customer experience and work with customer service and support teams to address pain points.

-  feeding performance media to product journey to optimize conversion site effectiveness.

Retention and Loyalty Programs:

   - Design and implement customer retention programs, including subscription models, strategic sampling and VIP customer initiatives.

   - Build strategies to foster brand loyalty, increase repeat purchases and encourage referrals.

   - Work with marketing team to support new product launches and strategic campaigns.

Data-Driven Marketing:

   - Utilize customer data (e.g., purchasing patterns, browsing behavior) to create segmentation and targeted campaigns across various channels (email, SMS, etc.).

   - Measure the effectiveness of customer engagement initiatives and report on key KPIs to senior leadership.

   - Stay updated on e-commerce trends and best practices to continually refine the customer engagement approach.

 - conduct A/B testing to maximize programs optimize performance.

Cross-functional Collaboration:

   - Work closely with the creative team to ensure alignment with brand guidelines and tone of voice across all digital touchpoints.

   - Partner with paid media, organic social and creative development teams to launch campaigns aimed at increasing customer engagement and conversion.

   - Liaise with the sales and customer service teams to ensure feedback is incorporated into the engagement strategies.

Qualifications

- Bachelor’s degree in Marketing, Business, or a related field. An MBA or advanced degree is a plus.

- 7 years of experience in customer engagement, e-commerce or digital marketing, preferably within the skincare or beauty industry.

- Proven track record of driving customer engagement and retention through innovative strategies.

- Strong understanding of e-commerce platforms (SFCC, Shopify, Magento, etc.) and digital marketing tools (e.g., Google Analytics, CRM systems – specifically Klaviyo CDP is a major plus).

- Experience with customer journey mapping, personalization tools and loyalty program management.

- Excellent communication and project management skills, with the ability to lead cross-functional teams.

- Analytical mindset with a data-driven approach to decision-making.

Additional Skills:

- Proficiency in customer data platforms (CDPs) and marketing automation tools.

- Familiarity with A/B testing, UX optimization and user behavior analytics.

- Strong understanding of digital marketing channels, including email, SMS, paid media and organic social media.

Salary : $97,000 - $125,000