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J.Crew Customer Journey Manager in New York, New York

Company: JCrew

Location:

New York, NY, US, 10281

Date: Jun 22, 2022

Customer Journey Manager

We make timeless clothes that last a lifetime…then pair them with of-the-moment styles season after season, decade after decade. We think that distinct heritage pairs perfectly with modern design and fabric technology. We believe in feel-good color…

Even if black or navy makes you feel best, we’re here for that. We’re the experts in signature categories: cashmere, coats, blazers, pants—and we also collaborate with the coolest brands out there because we know that creativity is contagious. We consider leopard a neutral, speak stripes fluently and live for a great gingham. We believe in looking like a million bucks, not spending it—which is why we go the extra mile to source the absolute best fabrics at the most accessible prices. We also know that we have a responsibility to the planet and to humanity to choose eco-friendly fabrics and to support our factory workers, without compromise. We’ve had your back for over 35 years, and we’re convinced there’s no better expert on our clothes than you, our customer.

ABOUT THE TEAM

The Customer Journey Manager reports to the VP Ecommerce and Performance Marketing. They will assist in creating synergies between the Acquisition, Conversion and Retention teams by helping to ensure consistency in the customer touchpoints across each area and specifically across paid channels, free channels, on site and our membership program. To do this, the Manager will work with the leads and key team members in each group and ensure an understanding of their strategies as well as detailed tactics. They will not define the strategy within each functional area but rather will look to ensure consistencies in approach from a customer point of view. The role will become an expert on the tools available to help drive our customers journeys and modeling (e.g. Salesforce, Merkle, Bluecore, Monetate, Amperity) and will help to inform the function leads on what is possible in terms of existing capabilities or planned roadmap enhancements. The Customer Journey Manager will be the owner of process across the team helping with aggregated team roadmaps, documenting tactics to ladder up to our KPI targets, and assisting with the communication out of team deliverables to drive our business. The role will also help with ongoing execution details around such capabilities as segmented offers and will provide cross functional partnership among the teams required in those processes.

THINK YOU WOULD ENJOY DOING THIS?

  • Understanding of:

  • All marketing campaigns and paid media strategy

  • Membership program and technology

  • Site experience and underlying technologies

  • All customer models and available segmentation

  • Ability to connect dots across the customer journey to vet & confirm consistency in approach

  • Mapping of customer profiles to ensure a solid understanding of how each customer ties into our bigger ecosystem

  • Ability to help our teams set and track goals against the customer profile map

  • Strong knowledge of all integrated technologies to power our customer journeys

  • Ability to execute customer journeys and coordinate cross functionally

  • Management and communication of team roadmaps

  • Tracking of detailed tactics and delivery dates both historical and planned

  • Assistance with reporting and communication of tactics to executive leadership

  • Support for story telling and sequencing

YES? GREAT! NOW…

DOES THIS SOUND LIKE YOU?

  • Minimum 5-7 years work experience in the digital and ecommerce

  • Expert with Excel (pivots, advanced formulas/macros, multi-spreadsheet links, VBA)

  • Knowledge of Google Analytics GA360 and Adobe Analytics (minimum 3 years)

  • Strong understanding of website and digital KPIs related to direct-to-consumer data

  • Careful attention to detail and thorough in execution

  • Ability to work in a fast-paced environment and manage change

  • Ability to work independently, be self-motivated and results-oriented

  • An excellent team player

  • Strong time management skills with the ability to prioritize and multi-task

  • A clear and concise communicator that can effectively manage expectation

BONUS POINTS IF YOU…

  • Experience with performance marketing strongly desired

  • Experience with strategy and implementation of loyalty programs strongly desired

  • Prior retail experience strongly preferred

  • Experience with A/B testing a plus

YES AGAIN? Then you’d be a great addition to the team! Please click the apply button to submit your application.

We are committed to affirmatively providing equal opportunity to all associates and qualified applicants without regard to race, color, ancestry, national origin, religion, sex, marital status, age, sexual orientation, gender identity or expression, legally protected physical or mental disability or any other basis protected under applicable law.

We are committed to affirmatively providing equal opportunity to all associates and qualified applicants without regard to race, color, ancestry, national origin, religion, sex, marital status, age, sexual orientation, gender identity or expression, legally protected physical or mental disability or any other basis protected under applicable law.

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