Description
Casper is looking for a creative and analytical customer-focused marketer to join our Retention & CRM team. This might be the role for you if:
- You have the creativity to execute new, unique campaigns, as well as the quantitative expertise to form a deep understanding of what drives performance and why.
- You care deeply about finding the most efficient and creative ways to drive brand advocacy.
- You live and breath both growth and retention — you want to do all you can to keep your customers loyal forever (and understand the reasons why they are or are not loyal).
- You are passionate about the customer experience and ensuring Casper is continuously driving customer loyalty and brand love, as well as repeat purchase and advocacy.
This role is highly collaborative and cross-functional, with dependencies on other members of the marketing team, as well as creative, customer experience, and tech. You need to be comfortable with change and be interested in taking on more than your core responsibilities. The Marketing Manager, Retention & Loyalty will report to the Director of CRM & Retention Marketing.
Key Responsibilities:
- Build upon Casper’s existing customer relationship and loyalty strategies and bring loyalty program and specific initiatives to life across all channels. Partner with cross-functional teams including creative, tech, data, CX, and marketing to develop strategies and campaigns that increase customer satisfaction, repeat purchase, referral, and lifetime value.
- Be the steward of the customer journey. Understand it in detail and identify key opportunities for additional testing and optimization across all channels.
- Partner with customer insights team and leverage internal and external data to map the key journeys and profiles, and recommend tests and improvements.
- Strategy and execution of Casper’s referral marketing program to drive increased advocacy and customer acquisition.
- Create and test new promotional placements and reward offerings for both advocates and the friends who are being referred to improve advocacy and conversion.
- Track program performance (quantitative & qualitative tracking) and provide strategic recommendations for testing and optimizing the program.
- Ownership of retention and loyalty KPIs — you must live and breath improvements in retention, LTV, advocacy, and more.
- Refine Casper’s existing retention and loyalty KPIs, partner with data team to build optimal reporting dashboard
Requirements:
- 3-6 years in customer marketing and/or loyalty marketing
- Experience managing a customer loyalty program
- Prior customer relationship marketing experience
- Prior referral and/or affiliate marketing experience
- Experience marketing to consumers across email, web, direct mail, social, retail, and other channels
- Strong analytical skills and ability to use data to optimize, particularly within Excel and Looker
- Strong communication skills and attention to detail
- Ability to manage various projects at once in an ever-changing environment, while working well with and inspiring cross-functional teams
- Passion for continuous improvement and being the best
- HTML/CSS coding experience a plus
- Loves sleep!
About Casper:
Casper is a global sleep company that launched in 2014 with one perfect mattress sold directly to consumers — eliminating commission-driven, inflated prices. Its critically acclaimed sleep surface was developed in-house, has a sleek design, and is delivered in a small, "how did they do that?"-sized box. The company is one of the fastest growing consumer brands of all time, and its product line has increased to include sheets, pillows, a matching foundation, and a dog mattress. Casper was named one of Fast Company's Most Innovative Companies in the World, and its eponymous mattress was crowned one of TIME Magazine's Best Inventions of 2015.
Benefits:
- Competitive salary + equity
- Excellent medical, vision, and dental insurance
- Comprehensive 401K program
- Fitness and exercise stipend
- Open vacation policy
- Bi-weekly catered lunches
- Free snacks and coffee
- Nap pods
- Gifted bed set (mattress, sheets, pillows)
