Dickies: Senior Manager Loyalty + Retention

For over a century, Dickies has been worn by those forging their own path to shape the world we live in. We celebrate the can-do spirit of tradespeople, skaters, and doers who continue to put their trust in us. And we’re ready for the next 100 years of rolling up our sleeves alongside them, creating styles that work as hard as they do.

So, before we get to the job details, take a minute to learn a little more about us – our values and our culture. If you can see yourself working side-by-side with a team dedicated to those people that work hard and play harder, Dickies just may be the place for you.

To learn more about our values and our culture, visit Dickies Careers or www.dickies.com.

Senior Manager, Loyalty & Retention

What will you do?

A day in the life of a Senior Manager of Loyalty & Retention at Dickies looks a little like this. 

As the Senior Manager of Loyalty & Retention, you will be instrumental in evolving and executing the personalization roadmap for Dickies. This position will play a critical role in the development and rollout of our CRM and retention strategy, managing and analyzing customer and transaction data to help make key business decisions to promote customer loyalty. You will shape long, and short-term strategies focused on multi-channel customer journeys for engagement, retention, growth, and re-activation lifecycle campaigns that build long lasting customer relationships. You will work closely with many teams including, but not limited to Product, Analytics, Marketing and outside vendors to monitor and evaluate campaign results across all channels to understand the efficacy of strategies and tactics for delivering an optimal customer experience. Your ability to tailor the Dickies’ brand to individual customer preferences will contribute to an industry leading digital experience. Passion and expertise within storytelling, the consumer and digital will be key to success in this position. This position reports to Senior Director, Digital.  

Let’s break down that day-in-the-life a bit more.

• Merchandising Strategy Development: Develop and implement a comprehensive digital merchandising strategy that aligns with the company's overall business goals and objectives.  
• Develop and implement all multi-channel customer journeys for engagement, retention, growth, and re-activation lifecycle campaigns (email, SMS, push notifications, retargeting, etc.)  
• Responsible for daily management and leading CRM/Multi-channel plan to increase consumer LTV, build lasting consumer relationships, drive engagement, retention, and personalization.  
• Apply customer segmentation and marketing automation tools to deliver personalized customer marketing journeys across multiple touchpoints.
• Support the execution of outbound communications for all growth initiatives.  
• Develop, test, and document email development, setup and query data extension, marketing automation, journeys, and campaign configuration.  
• Develop a rigorous testing strategy (A/B and multivariate tests) alongside the team to continually optimize all areas of the programs, including identifying moments to better understand our customer segments and their lifecycle and behaviors across multiple channels.  
• Monitor and evaluate campaign results across all channels to understand the efficacy of strategies and tactics for improving engagement and retention. Work with Data Analysis team to understand lift of campaigns against critical metrics. 
• Work with the Content team to improve customer engagement and ensure synced messaging & branding across all touchpoints. 
• Partner with the Analytics team to improve audience segmentation, CLTV, and campaign performance reporting & optimization.
• Runs the creation, production, scheduling, and deployment of all email, push, text, paid retention/engagement campaigns and programs on SFMC with the support of a direct report. 
• Define measurable metrics and regularly review campaigns against strategic objectives.  
• Partner with product, engineering, and operations teams to develop our email/push/SMS roadmap and define, design, and implement features and technology that improve our ability to activate, engage and retain customers. 
• Create and implement personalization roadmap.  
• Implement loyalty program.

What do you need to succeed?

We all have unique skills that we bring to work and celebrate every day. For this role, there are foundation skills you’ll need to succeed and excel. Additionally, while formal education in a related field is great to have, we are most interested in your 8 years of exp