Director, Loyalty

Quince

Quince

San Francisco, CA, USA · Remote
Posted on Thursday, April 11, 2024
OUR STORY
Quince was started to challenge the existing idea that nice things should cost a lot. Our mission was simple: create an item of equal or greater quality than the leading luxury brands and sell them at a much lower price.
OUR VALUES
EVERYONE SHOULD BE ABLE TO AFFORD NICE THINGS. Quality shouldn’t be a luxury. We’re proud of our mission to bring the world’s highest quality goods to people at affordable prices.
QUALITY IS MORE THAN MATERIALS. True quality is a combination of premium materials and high production standards.
WE FOCUS ON THE ESSENTIALS. From the perfect crewneck sweater to hotel quality sheets, we're all about high quality essentials that bring enjoyment to daily life.
WE’RE INNOVATING TO MAKE UNREAL PRICES A REALITY. Our uniquely developed factory-direct model lets us offer exceptionally high quality goods for much lower prices than our competitors.
ALWAYS A BETTER DEAL. We believe in real price transparency, for both our customers and factory partners. This way, everyone gets a better deal.
FAIR FACTORIES. We are committed to working with factories that meet the global standards for workplace safety and wage fairness.
OUR TEAM AND SUCCESS
Quince is a retail and technology company co-founded by a team that has extensive experience in retail, technology and building early stage companies. You’ll work with a team of world-class talent from Stanford GSB, Wish.com, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, Nike etc.
THE IDEAL CANDIDATE
The ideal candidate is a self-starter, problem-solver and successful in combining technology and data into best-in-class outcomes. The candidate is energized by solving complex business problems and consistently effective in making high-judgment decisions at rapid pace amidst the frequent ambiguity that comes with charting a course of action with no precedent. Moreover, the ideal candidate is energized by an environment where strategy, innovation and decision-making are intentionally distributed, where candor, speed and data are highly valued and colleagues at all levels hold each other to unusually high standards on behalf of Quince customers.
As Director, Loyalty you will own our customer loyalty program across technology, strategy, and execution. You will scale our nascent program to become one of the top repeat purchase drivers within the Quince growth engine. You will identify the incentives that turn our customers into super-fans and make them fall in love with the brand. You will own the tech stack to enable our loyalty program including managing engineering resources to create a truly unique, world-class program.

Responsibilities

  • Fully own our customer loyalty program from financial investment to performance and tech stack
  • Own the refer-a-friend program across incentives, adoption, and overall performance for both retention and acquisition
  • Deep dive our existing loyalty program to understand potential optimizations, financials, and customer satisfaction with the program
  • Create testing roadmap for loyalty incentives that is focused on driving incremental repeat revenue per customer, # of categories shopped, and overall LTV
  • Create member tiers with unique perks and requirements at each level - optimize these requirements and perks to maximize participation
  • Own measurement and validation of incentives tested including incrementality and margin analysis
  • Drive massive adoption of the program within our existing customer base
  • Partner with engineering to build custom loyalty features and a robust site and mobile app presence
  • Create a marketing calendar specifically for loyalty program members with exclusive offers and unique perks and benefits
  • Test ways to "gamify" shopping and give customers a reason to come back to the site & app organically on a regular basis
  • Own and optimize the loyalty and refer-a-friend signup flows to maximize sign up and participation
  • Partner with CX team to create line of communication so we can understand the voice of the customer regarding loyalty
  • Partner with finance team to minimize financial liabilities while maximizing customer participation
  • Detect fraud and implement processes and rules to prevent fraud and gaming of program

Qualifications

  • Experience managing a loyalty program for a large customer base
  • Experience working in DTC ecommerce
  • Understanding of how to measure customer retention including cohort analysis, holdout groups, incrementality, and LTV
  • Proven track record of implementing loyalty rewards that drive incremental repeat purchase and LTV
  • Ability to project manage complex and technical software implementations - ability to write a product spec and manage engineers
  • Understanding of customer psychology that drives purchase behavior
  • Ability to strategize at a high level while also getting into the weeds to ensure a flawless customer experience
  • Creative and out-of-the-box thinking - we don’t want to build a “standard” loyalty program
  • Experience with gaming psychology a plus
  • Experience with mobile apps a plus
Quince seeks to build high-performing teams of people from various experiences and backgrounds who can collectively push our company into new realms. We seek a diverse pool of applicants and consider all qualified candidates regardless of race, ancestry, color, gender identity or expression, sexual orientation, religion, national origin, citizenship, disability, Veteran status, marital status, or any other protected status. If you have a special need or disability that requires accommodation, please let us know.
Security Advisory: Beware of Frauds
At Quince, we're dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, Quince emphasizes legitimate recruitment practices. Initial communication is primarily via official Quince email addresses and LinkedIn; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone, in person, or through the approved platforms Google Meets or Zoom—never via messaging apps or other calling services. Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, rest assured it will be through secure and protected means.