We are at a pivotal point in our development, growing rapidly and seeking a Director of Experience Optimization and Retention.
This leader is a key member of the CX leadership team and will partner with key stakeholders across the business to optimize the customer life cycle at gopuff.
In this role, the Director of Experience Optimization and Retention will leverage our VoC insights, customer segments, operational data, research and technology ecosystem to develop strategies, tactics and SOPs that improves customer retention and LTV across the stages, steps, touchpoints and departments material to the customer journey.
Additionally, this leader will Collaborate with partners and stakeholders on road maps, new business initiatives, new verticals, product launches and marketing efforts to optimize retention, frequency and LTV Partner with our operational excellence team to identify opportunities and lead optimization efforts that reduce defects; improving speed, accuracy and quality of service Employ findings from our VoC data and operational improvement efforts to develop shopping and post-order features that increase funnel conversion and repeat.
Optimize CRM and data platform integration across the business to enhance coordination across functions and inform actions that are critical to quality Collaborate with our BI, Analytics, VoC Intelligence and Research teams to develop cross-channel insights and reporting on the end to end customer lifecycle Structure and model tests with our Analytics team to optimize for future investments and maximize both customer retention and LTV.
Establish retention scorecard that provides visibility into the efficacy of our short and long-term retention programs and tactics Preferred Qualifications 8 years of digital/ strategy & analytics/ consulting/ brand or category management/ CRM marketing experience, preferably in D3 years of start-up experience Bachelors Degree Churn modeling Retention strategies Process optimization Statistical Methods hypothesis testing, regression analysis, statistical process controls, Design and analysis of experiments Experience with customer segmentation, targeting and measurement Experience management platforms Customer Data platforms Data visualization tools NPS, CES, CSat Six Sigma or similar process improvement experience Project/program management experience Skills and Traits Strong relationship management skills and ability to influence decision making Ability to think and drive strategic initiatives across a large span of operations Rigorous metrics and analytics skills Experience with business case development, business analysis, design, and implementation support on critical projects.
Decision making in fast paced and rapidly evolving operating environment Ability to act on limited data in ambiguous situations with strong critical-thinking and problem-solving skills Organizational and time management skills Excellent written, verbal and presentation skills Coaching, mentoring and motivational skills Excellent listening skills and emotional intelligence Drive for results, sense of urgency Ability to manage, triage and de-escalate customer and employee issues