At Lovesac, we are committed to helping people fill their homes with Total Comfort. That means having furniture that can evolve along with them as life unfolds.
From Sactionals, The Worlds Most Adaptable Couch, to Sacs The Worlds Most Comfortable Seat, Lovesac products provide peace of mind where others cannot. Our products can adapt to fit almost any space and style and look like new forever. This enables a new way of living, where people can continue to invest in, add to, and evolve their furniture instead of adding it to the landfill which is good for families and our environment.
What We Believe
Love. Its the name we live up to. We champion building meaningful relationships as we foster a culture that embraces and celebrates the experiences, beliefs, backgrounds, expertise, talent, and individuality of everyone. We purposefully and meaningfully weave DEI into every aspect of our business. We seek to promote love, inclusion, and happiness in all that we do. #LoveMatters
We are committed to working and succeeding by incorporating our Guiding Principles into everything we do:
We can all win together
Doing less and doing better
Were borrowing this earth from our children
Home is where life happens
Love Matters
Currently, we are seeking to hire a Vice President of Customer Relationship Management. In this newly created role, you are customer and data obsessed. You will oversee and manage the Lovesac Customer Data Platform (CDP), develop the strategic roadmap for Marketing Technology enhancements and ensure an optimal best-in-class data-driven marketing strategy with the goal of testing & implementing first-of-their-kind personalized marketing programs. Success within the first 12 months of this role will be achieved through the creation of a 2-year strategic roadmap for marketing technology and data enhancements; a keen understanding of the customer journey, including post-purchase, developing into a highly segmented omnichannel customer communication plan which increases Customer LTV. This is a highly collaborative role requiring partnership with most facets of the company.
Consistent ability to work both offsite and report into Corporate Headquarters or designated touchpoint, as required and in accordance with Lovesac policies, CDC and State Guidelines.
Summary Of Key Responsibilities
Provide leadership and direction in the formulation of data-driven CRM strategies and programs/campaigns and ensures that they align and integrate with the businesss overall objectives.
Develop and build a "best-in-class" integrated Marketing Tech stack that utilizes data from multiple sources to drive a more personalized, real-time customer experience.
Evaluate consumer data, program engagement, sales trends, user experience, as well as business performance metrics in order to realize areas of improvement in the businesss CRM campaigns, which will drive increased revenue via acquisition and customer loyalty.
Collaborate closely with Retail, Marketing, Ecommerce and IT partners to continue to develop a true omni-channel customer communication experience based on Customer Journeys.
Manage the effective planning and execution of all Direct Marketing (Direct Mail and Catalog), Email and SMS programs.
Enhance and drive adoption of Lovesac's Refer-A-Friend Program.
Build, direct and develop a cohesive team of internal and external personnel to effectively develop CRM programs, including management of our CDP partner and CRM budget.
Develop a customer focused, channel neutral approach to CRM planning and execution with a clear reporting structure and transparency in communication across all stakeholders.
Drive and define the implementation of a highly calculated test and learn philosophy to all mediums of customer marketing; direct marketing, email marketing and website content personalization.
Lead, develop and execute the design and implementation of a customer segmentation system and targeting for each of our product lines. Utilizing database marketing analytics, identify customer lifecycles, calculate LTV and develop key customer segments.
Serve as business owner for internal and external technology projects necessary in growing CRM. Partner with IT to develop and implement a technology road map suited to support the needs of the business regarding data/address hygiene, campaign management, database analytics, business intelligence and other appropriate applications.
Work with creative, copy, print production, merchandising and marketing to execute targeted relationship marketing programs to maximize ROI while increasing customer value.
Demonstrate strong business judgment and decision-making skills; ability to identify, prioritize, and articulate highest impact initiatives based on a strong understanding of the Lovesac business and driving CSAT.
Responsible to meet or exceed all goals and key performance indicators (KPIs).
Maintain a calm demeanor and manage issues professionally and respectfully in accordance with our company standards.
Act with integrity and trust, modeling behavior that respects our employees, peers and customers in accordance with the core values of our company.
Perform any other duties as requested by management.
Qualifications
Requirements & Qualifications:
Bachelors Degree in Marketing or Communications required, Masters Degree preferred.
Must have a minimum of 15 years experience in Marketing, preferably B2C and D2C in a fast paced, high-growth company. Proven history of innovative thinking.
Deep understanding of Mar-tech solutions and utilizing data to drive marketing strategy.
Must have experience working with CDPs.
Must have proven success in building a CRM team and implementing a data-driven Mar-tech solution.
Deep experience in Email, SMS and Direct Mail Marketing.
Strong leadership and communication skills with ability to interact, influence and align with all levels of the organization.
Outstanding analytical skills, strong experience in test & learn, interpreting test results & drawing conclusions.
Must have proven time management skills and quickly adapt to a rapidly changing business environment.
Motivational and strong people manager who leads by example taking accountability and responsibility for your actions.
Must have the ability to manage and prioritize multiple projects simultaneously while consistently meeting deadlines and staying within budget.
Must have superior communication skills; verbal, written and interpersonal skills; able to listen effectively to solve problems, anticipate issues and make effective decisions.
Maintains the highest level of customer service, creating solutions and experiences that drive business results and engagement with the brand.
Must work collaboratively with fellow employees, treating all clients, both internal and external with dignity and respect at all times.
Proficiency required in Microsoft Office: Word, Excel & PowerPoint.
Must comply with the standards, policies and procedures outlined in the Lovesac Employee Handbook.
Must be capable of using and operating all equipment as required, including but not limited to: iPad, laptop, etc. Be able to move objects (including medium to large furniture items up to 75 pounds) from a lower to a higher position or horizontally from position-to-position or be able to assemble furniture while working on the selling floor or in our warehouse.
Must be able to travel, as required by the Company in its sole discretion, for occasional meetings and conferences using various forms of transportation.
Consistent ability to work both remotely and report into Corporate Headquarters or designated showroom, as required and in accordance with Lovesac policies, CDC and State Guidelines.
Must possess a strong work ethic and exemplify The Lovesac Values:
Lovesac Core Values: Audacious Dreamers - Willing to sweep the floors - Grit
Aspirational Values: Customer Centricity - Only A Players - Executional Excellence - Consciousness
Our Touchpoints, including our website, are open seven days a week and may require availability outside normal weekday hours.
Lovesac is an Equal Opportunity employer and considers all applicants for employment without regard to race, color, religious creed, ancestry, religion, sex, sexual orientation, gender identity and/or expression, pregnancy, age, national origin, marital status, disability, military status, genetic information or any other characteristic protected by applicable law.
Disclaimer: The above statements describe the general nature and level of work being performed by individuals employed in this position. This job description is not intended to be an exhaustive list of all duties and responsibilities required in this position. The job may change as the business changes or customer need changes or may vary somewhat from location to location. Management retains the right, authority and discretion to add or change the duties of the position at any time. Associates must learn and observe applicable company policies and safe practices, as well as perform all duties assigned by supervisors. This job description does not constitute an employment contract.
To the extent an employee requires a reasonable accommodation in order to perform the duties of this job, please direct such requests to The Lovesac People Department.