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Eileen Fisher Director of Customer Insights in Irvington, New York

This is a remote position in the NY Metro area

EILEEN FISHER creates simple, sustainable, timeless clothes designed to work together as a system. We make our clothes with intention, supporting people to build their wardrobe meaningfully each season. And we make our clothes to last—and then take them back through our Renew team to be reworn and loved again, or through our Waste No More team, to be remade into entirely new felted designs. We believe in the fundamental potential of every person—our employees, our customers and those who make our clothes—and are committed to cultivating conditions that empower people. It’s all part of our commitment to doing business in a way that helps build a better industry. And a better future. EILEEN FISHER is one of the largest women’s fashion companies to be a certified B Corporation, which means we voluntarily meet high criteria for social and environmental performance, accountability, and transparency.

Values Statement:

As a founder led Company, our values are deeply embedded in and shape our culture. Our values are a shared responsibility embodied in every position, and are intended to be woven into all that we do; how we approach our work and how we interact with one another. Our values support our commitment to Diversity, Equity + Inclusion, and our commitment to Sustainability guides us to protect our limited natural resources, fight climate change, support human rights and social impact, and inspire the fashion industry to embrace circularity.

  • We are authentic

  • We thrive in connection

  • We trust each other

  • We innovate through creativity

  • We are committed to the health of the whole

  • We are united by purpose

Position Summary: As the Director of Customer Insights you will blend the science and art of growing revenue across our Direct to Consumer channels through innovative strategies and tactics designed to acquire, retain, reactivate and reward customers across all segments. The role has large elements of hands-on data science delivering insights, models, and analysis. You will glean meaningful insights and actionable recommendations that cross-functional partners in Marketing, Product Development, and Buying can act upon to improve our customers experience, our business operations and financial results. You are a talented leader, and you are eager to mentor and inspire your talented team - collectively you will drive the execution of these programs.

Duties and Responsibilities:

  • Business Strategy Leader for CRM Database and Analytics platform (Merkel)

  • Lead CRM vendor relationships, develop and maintain successful vendor deliverables, focused on continuous relationship management and capabilities assessment

  • Responsible for the delivery of predictive and descriptive models, including attribution modeling, churn drivers, cost of acquisition, and customer lifetime value

  • Use behavioral, demographic and psychographic data to create meaningful consumer segmentations—mapping them to our existing and target customer; Monitor customer migration across various predetermined segments

  • Define and monitor success at the program, customer segment and campaign levels. Identify and report on Health of the Customer KPIs to track effectiveness of the all programs and assess levels of Brand loyalty over time

  • Define and implement best in class data science practices to ensure that insights are timely, actionable, and accurate

  • To deliver short term results but also to build the right capabilities for the future

  • Including: People, partners, processes, skills, tools, infrastructure, and data

  • Ensuring always full compliance with data protection and other regulations

  • Manage and direct all aspects of market research, including both qualitative and quantitative methodologies and analyses

  • Develop and manage an innovative Loyalty Program (short term and long term)

  • Serve as a knowledge leader, using structured problem solving to craft and execute thoughtful insights and agendas

  • Create and maintain a formal process to update and share findings with cross-functional partners. Drive target customer understanding and advocacy throughout the organization

  • Applies strategic and analytical skills to major company challenges.

  • Build out Net Promoter Score, OSAT and other key customer metrics, sharing trends and insights with our leadership and customer-facing teams

    E ducation:

    Bachelor’s degree in Marketing, Market Research, Business and/or Consumer Studies or equivalent experience; Master’s degree a plus

Required SkillsRequired Experience

  • 5+ years in Data Science, CRM, Loyalty, Customer Insights, Market Research, or Business Analysis; 2+ years in a management role

  • Prior CRM/Loyalty program development including detailing functional requirements

  • Experience in retail required; in women’s apparel preferred

  • Must have mastery of Business Intelligence Software (Tableau and Google Analytics are plus)

  • Broad understanding of analytical processes including but not limited to data management, forecasting, optimization, predictive modeling, and visualization

  • Extensive experience analyzing customer behavioral data

  • Knowledge of both qualitative and quantitative methodologies in data analytics

  • Exemplary verbal and written communication skills

  • Ability to engage an audience with persuasive, data-based story telling. Strong presentation skills

  • Leadership in developing strategies and executing against roadmap to drive change

  • Experience managing teams

  • Technical proficiency and knowledge of CRM database solutions and feeds, loyalty, and analytical systems

EILEEN FISHER, Inc. is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status.