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Director, Customer Retention

| Culver City

Back in 2011, MeUndies disrupted the $110B underwear industry when it launched the very first online underwear subscription service. Since then, the LA-based DTC company has inspired a passionate (some might say obsessed) community with its super-soft Undies and Loungewear that Buzzfeed describes as “actual heaven against your skin.”

Fast forward to today, and MeUndies has sold more than ten million pairs of underwear and is profitable with double-digit YoY growth. The company has redefined the transactional subscription model with a more community-focused, Membership approach—putting an emphasis on long-lasting Member relationships through special perks.

With its continued innovation, MeUndies has managed to stay ahead of the curve and offers multiple purchase options (singles, packs, matching pairs, & membership). It opened its first flagship store in Los Angeles in 2018.

MeUndies is currently looking for a Director of Customer Retention. This person will drive strategy and execution around engaging our customer base to drive repeat sales and loyalty. We’re looking for folks passionate about lifecycle marketing, a willingness to geek out when it comes to consumer e-commerce behavior and the drive to leave no retention rock unturned. A successful candidate will be a results-driven CRM expert, who can not only hit the ground running with high-growth strategies, but is also willing to roll up their sleeves to support building the team’s underlying capabilities and operationalize short-term tests and campaigns.

This position will report to the CEO.

Responsibilities

  • Define retention marketing vision as well as strategies to drive channel growth, innovation and improved automation
  • Optimize existing email program to drive customer revenue, engagement and lifetime value as well as reinforce our brand positioning
  • Be responsible for leading all CRM retention marketing efforts and increasing engagement and loyalty with new and existing customers
  • Develop and execute email and direct mail marketing strategies and communications in promotional, transactional, lifecycle, and triggered campaigns to drive growth and winback
  • Assess current ESP / CRM platforms and make appropriate recommendations to continually optimize and improve
  • Work closely with the Engineering & Digital Product teams to assess and implement the most appropriate technology (whether external or internal) to support retention/CRM strategy
  • Partner with cross-functional leaders to grow our membership program, drive LTV, and reduce churns/skips
  • Collaborate with the Creative team to develop a deep understanding of what resonates with our customers and optimize content/messaging accordingly
  • Work closely with Consumer Insights, Finance, and Merchandising teams to analyze and assess efficacy of initiatives and how they are supporting larger organizational goals
  • Constantly stay informed with best in class retention practices, including 1:1 personalization, triggers, email deliverability, send frequency, subject line best practices and best-in- class creative approaches to refine and improve all email KPI’s

Qualifications

  • 6+ years of successful, diverse and progressive ecommerce/online marketing experience
  • Minimum 4 years of direct CRM experience, managing and executing email programs for consumer products with a major e-commerce brand/company. Big plus if you have experience with recurring revenue or subscription service companies
  • Email Service Provider or CRM platform (E.g. Responsys, Adobe Campaign, Cordial)
  • Experience managing a team of Managers, Associates, and Coordinators
  • Excellent project management skills with an ability to set and achieve goals, meet deadlines, and multitask in a fast-paced environment
  • Analytical thinker with a depth of knowledge in digital analytics, campaign tracking and ROI metrics
  • Experience with A/B and more complex communication testing required
  • Experience in conceptualizing and implementing marketing plans
  • Strong Excel and data modeling skills
  • Requires a Bachelor’s degree or equivalent


WHY WORK AT MEUNDIES?

It's more than a job.

We have focused on building a team of people that emulates all of our core values. We look for people who stay balanced, go further, build relationships, champion differences, and are humble. At MeUndies, we continue to maintain a stellar brand by working collaboratively and encouraging growth with learning opportunities. Not to mention, there is no such thing as a small achievement here - we celebrate it all!

We look at the necessities.

We offer competitive equity/salary packages which include targeted annual bonuses, plus generous parental leave, a 401k, awesome health benefits, and open time off (yeah, we said it). You’ll enjoy top-of-the-line hardware and software, and have access to an annual personal Learning & Development budget of $1,000!

We offer all the head turning office things.

We have endless office amenities but here are a few of the fan favorites - everybody gets access to an on-site gym & shower, endless snacks, cold brew on tap, and a cozy lounge completed with a Wii for epic Mario Kart tournaments. Plus there are plenty of dogs (to pet, not to take home).

We don’t forget the most important things.

There’s a robust 360 review process, regular pulse surveys, and a focus on open communication. We also have annual employee check-ins to reflect back on achievements and plan for career growth. We’re always rooting for you.

Plus those special extra things.

We keep things fun with frequent catered lunches, holiday parties, offsites, happy hours, and an annual retreat. You’ll get a sweet employee discount, as well as a monthly MeUndies membership to rebuild your underwear drawer with our top notch prints.

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Technology we use

  • Engineering
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • Microsoft SQL ServerDatabases

Location

We are located just minutes away from Downtown Culver & the Platform. You can catch a view of our office from the Baldwin Hills Scenic Overview Trail

An Insider's view of MeUndies

What’s the vibe like in the office?

The MeUndies vibe is gracious. Employees take time to thank co-workers - from saying thanks for helping with a big project to washing each other’s silverware. Our “Shoutout” slack channel is always pinging with thanks and praise. I love that the team shares “thank you” moments. It’s not forced or cheesy; but authentic, genuine gratitude.

Lauren

Senior Recruiter

What projects are you most excited about?

My favorite part about working at MeUndies is that the opportunities are endless. We’ve learned that our customers are just as excited about new and innovative products as we are, and this year, the product team is ready to bring the innovation! While underwear will always be the foundation of our brand, the sky is the limit.

Britney

Merchandiser

How does the company support your career growth?

Aside from an annual learning & development budget, our team utilizes a platform called CultureAmp. It tracks everything performance based; from 30/60/90 day check-ins, continuous feedback, 360 reviews, to annual reviews and exit interviews. This is to make sure your time at MeUndies is always spent learning and growing along the way.

Bree

Senior People Operations Associate

How do you empower your team to be more creative?

The most innovative ideas tend to come from the team when presented with high-level goals such as business outcomes to drive or problems to solve. It is often helpful for leaders to facilitate conversation by creating some structure and ensuring everyone contributes, but to increase creativity avoid being prescriptive.

Andres

Chief of Staff

How do you collaborate with other teams in the company?

The amount of collaboration that takes place in a normal day is truly something special. Teams recognize the importance and benefit of learning from each other and that can be seen constantly. I feel incredibly lucky to be apart of such a collaborative and sincere environment.

Noah

Senior Project Manager

What are MeUndies Perks + Benefits

MeUndies Benefits Overview

WHY JOIN MEUNDIES?

It's more than a job.
We have focused on building a team of people that emulates all of our core values. We look for people who stay balanced, go further, build relationships, champion differences, and are humble. At MeUndies, we continue to maintain a stellar brand by working collaboratively and encouraging growth with learning opportunities. Not to mention, there is no such thing as a small achievement here - we celebrate it all!

We look at the necessities.
We offer competitive equity/salary packages which include targeted annual bonuses, plus generous parental leave, a 401k, awesome health benefits, and open time off (yeah, we said it). You’ll enjoy top-of-the-line hardware and software, and have access to an annual personal Learning & Development budget of $1,000!

We offer all the head turning office things.
We have endless office amenities but here are a few of the fan favorites - everybody gets access to an on-site gym & shower, endless snacks, cold brew on tap, and a cozy lounge completed with a Wii for epic Mario Kart tournaments. Plus there are plenty of dogs (to pet, not to take home).

We don’t forget the most important things.
There’s a robust 360 review process, regular pulse surveys, and a focus on open communication. We also have annual employee check-ins to reflect back on achievements and plan for career growth. We’re always rooting for you.

Plus those special extra things.
We keep things fun with frequent catered lunches, holiday parties, offsites, happy hours, and an annual retreat. You’ll get a sweet employee discount, as well as a monthly MeUndies membership to rebuild your underwear drawer with our top notch prints.

Culture
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
3 months of paid leave plus 1 month of transitional leave.
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns

Additional Perks + Benefits

We offer competitive equity/salary packages, plus generous parental leave, 401k, awesome health benefits, and open time off. You’ll enjoy top-of-the-line hardware and software.

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