About Us:

Reformation is a fast-growing company that is redefining fashion. We make sustainable clothes that don’t look, you know, sustainable, while raising awareness around fashion’s impact on the environment. Being naked is the #1 most sustainable option. We’re #2.

Position Overview:

The Customer Experience Lead will play a lead role in customer experience and retention at Reformation. They will work to engineer and launch best-in-class customer retention, VIP and loyalty initiatives, utilizing deep data & insights. This highly strategic and detail-oriented position requires both strong analytical and communication skills, working closely with many different teams, as well as external partners. They will be responsible for understanding customer needs and motivators, and translating them into programs and experiences consistent with the brand’s standards. The Customer Experience Lead will leverage analytics, measurement and reporting to maker informed decisions and monitor progress of new initiatives. 

What You’ll Do:

• Focus on driving best-in-class experiences at Reformation throughout the customer journey
• Conduct in-depth analysis and reporting to understand customer behavior and monitor the impact of new customer-focused initiatives
• Work closely with technology teams to build tools and systems that enhance and unify customer service levels across all touchpoints
• Concept, develop and launch Reformation retention and top customer programs
• Develop and implement strategies that promote cross-channel shopping in Reformation’s direct sales channels 
• Bring together key stakeholders across tech, ecommerce, marketing, creative, customer love and more to ensure seamless experiences throughout the customer journey
• Source, vet and onboard vendors/external partners related to retention programs
• Develop marketing strategies and launch plans for retention programs
• Educate internal stakeholders and teams, including delivering guidance and clear direction on program elements and day-to-day management needs
• Maintain and manage the day-to-day programs once launched, including budgets, programs, and all communication efforts, both internal & external
• Develop reporting systems and KPIs for customer insights and experience. 
• Create top customer policies and systems as it relates to all customer touchpoints
• Report our regularly on performance to leadership and key stakeholders.
• Analyze data/results and evolve programs based on key learnings

What You’ll Need: 

• A Bachelor’s Degree, MBA a plus, consulting or finance background a plus
• 8+ years experience, ideally in customer experience, loyalty or retention marketing 
• Proven track record for leading new initiatives with an entrepreneurial mindset and a willingness to be hands-on in executional details
• Ability to analyze data and translate insights into effective strategies
• Excellent analytical and communication skills
• A deep curiosity and a desire to challenge conventional wisdom 
• A digital-first mindset and in-depth understanding of the modern media landscape
• The ability to create outstanding work in a fast-paced and continuously evolving environment
• The ability to think strategically and problem solve creatively. Flexibility to adjust quickly to changes and deliver on tight deadlines
• A strong desire to continually use data and innovation to evolve the process
• Ability to inspire partner teams and collaborate effectively
• A strong work ethic and relentless commitment to quality and efficiency
• Ability to manage several projects simultaneously, with limited supervision and under tight timeframes
• A passion for the Reformation brand, products and sustainability mission

Benefits & Perks:

• Health, vision, and dental insurance for eligible employees
• Paid vacation, sick, holidays & volunteer time-off for eligible employees
• Mission based company + casual and entrepreneurial work environment
• Clothing discount, dog-friendly office, company events + parties and much more 
• 401K with company match 

To Apply:

Please submit your resume and a short cover letter telling us about yourself and why you are a great fit for Reformation!

The Reformation is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, or protected veteran status

Some light reading - Forbes, Fashionista and Business of Fashion