Vice President, Customer Loyalty and Retention

| Greater LA Area
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

WHO WE ARE

Golden Hippo is a young, growing direct to consumer digital marketing company committed to helping everyone live their healthiest life. We create cutting edge health, wellness, and beauty products and work tirelessly to get them into the hands of the people who need them most - our customers. Our e-commerce platform enables us to do so powered by incredible tech talent. We're growing fast, but our core values remain the same as when we were founded in 2010. If you're passionate about cutting edge marketing and technology, design, copywriting, video editing, and the operations behind all this, we want to hear from you. And if you are results driven, ambitious, a creative problem-solver, have a positive energy, collaborative and team oriented, and a continuous learner we might just be the perfect place for you!

THE ROLE

Golden Hippo is currently looking for a Vice President, Customer Loyalty and Retention who will be responsible for optimizing the customer experience, maximize lifetime value, and reduce customer churn. This role will also grow backend profit by driving incremental sales from existing customers and ultimately unify the company's customer retention strategy across our existing methods (email, continuity, sms, myAccount) as well as identify and implement new channels to enhance customer loyalty. 

WHY YOU SHOULD WORK WITH US

Here at Golden Hippo we work in a lively, laid back work environment with a fully stocked kitchen for our employees to use. We pride ourselves in our incredibly diverse workforce. We intentionally strive to cultivate, create, and celebrate a rich, vibrant and inclusive culture of belonging where our employees feel respected and empowered. We also offer:

  • Competitive salary (DOE)
  • Employer-paid benefits (medical, dental, vision, life...)
  • Matching 401K plan
  • In-office CrossFit gym with professional coaches
  • Yoga and meditation breaks
  • Casual, "no dress code" atmosphere and an open, inspiring office space
  • Ongoing learning and development opportunities such as manager and employee development classes, book clubs, webinars, mentorship program, Hippo Talks, and much more. 
  • Regular celebrations and happy hours
  • Highly interactive work with a talented, diverse, passionate team
  • UNLIMITED room for growth and results-based pay increases

See what it’s like working at Golden Hippo! 


WHAT YOUR DAY WILL LOOK LIKE

  • Develop strategies and tactics to improve every customer touchpoint to drive lifetime value and profit
  • Partner with data and analytics to identify leading drivers for retention to build segmentation and personalization strategies to implement next-best-actions for customers
  • Create, execute, and continually optimize a data-informed testing plan
  • Forecast, measure, and report on results of retention efforts against identified metrics and opportunities for scale
  • Collaborate with brand leads to maintain brand voice and messaging
  • Drive strategy and execution of customer retention efforts as company continues to scale growth, expand channel mix, and drive lifetime value by building habits & loyalty for unique customer segments 
  • Partner with cross-functional leaders to grow the company membership program, drive LTV, and reduce churns/skips 
  • Be responsible for leading all CRM retention marketing efforts and increasing engagement and loyalty with new and existing customers 
  • Collaborate with the creative team to develop a deep understanding of what resonates with customers and optimize content/messaging accordingly 
  • Deeply understand the customer, their needs, wants, demands, and desires
  • Identify and build the best customer journey for our customers


IDEAL CANDIDATES WILL HAVE

  • Bachelor's degree. MBA or Master's in Psychology or a Marketing-related field preferred.
  • 7+ year of online marketing experience heavily focused on customer retention, ideally in an e-commerce digital first brand in a fast growth environment and at scale 
  • Experience working with consumer product goods
  • Expertise in quantitative and qualitative customer research
  • Experience with analytical tools and platforms
  • Experience in successfully managing teams
  • CRM, referral program or loyalty program experience preferred
  • Analytical, quantitative, and qualitative skills including a strong understanding of online marketing, with experience in rigorous performance data environment and desire to test and learn (significant experience with A/B testing required) 
  • Successfully tested into and launched at scale both upper funnel and especially lower funnel channels 
  • Both 'direct response' and branded campaign experience, and have driven meaningful results
  • Expertise in Excel (SQL is a huge plus), are comfortable working with large datasets, and have an in-depth understanding of statistical analysis (incl. common quant techniques such as regression) 
  • Experience with Google Analytics and other relevant web analytics tools 
  • A robust understanding of Facebook's paid advertising platform, paid search, mobile media, affiliate marketing, display media, and sponsored content campaigns Agency and team management experience 
  • Excellent project management skills with an ability to set and achieve goals, meet deadlines, and multitask in a fast-paced environment 
  • Content strategy and SEO experience managing large teams across digital, out of home, and email marketing 
  • Strong management, leadership, influencing and communication skills: listen, mentor, inspire, motivate and teach by example
  • Ability to manage multiple moving pieces, productively work through conflict, with creative problem-solving, time management, organizational, prioritization and decision making skills
  • Thoughtful and self-reflective, willingness to learn
  • Team-player, hard-working, and resourceful
  • Demonstrated success in back-end marketing, with the ability to be self-directed, and intrinsically motivated
     

Golden Hippo is always looking for smart, driven self-starters who are excited to build a place for themselves in one of the most fun, exciting companies in Los Angeles. If you thrive on community and communication, learning from your failures, and embracing the unexpected, Golden Hippo just might be the place for you.

Golden Hippo Company Culture Highlights:

  • Winner of Comparably's Award for Best Company in Los Angeles 202019
  • Winner of Comparably's Award for Best Company Happiness 202018
  • Golden Hippo is ranked in the top 5% of companies for Work Culture on Comparably.

Check us out on Comparably! 


Equal Employment Opportunity
Golden Hippo strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation.
 We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, for applicants in Los Angeles, California, and consistent with applicable laws in other areas.

Hiring Practices
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Golden Hippo recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Golden Hippo may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Product
  • Sales & Marketing
    • Google AnalyticsAnalytics
    • InVisionDesign
    • PhotoshopDesign
    • JIRAManagement
    • WordpressCMS

Location

Golden Hippo is located in Woodland Hills, one of Los Angeles' finest neighborhoods. We're nestled in-between a serene creek and shopping center.

An Insider's view of Golden Hippo

What’s the vibe like in the office?

It is professional yet lively and relaxed. The office is always buzzing with people exchanging ideas and discussing different ways to reach our goals. It’s fun to work in an environment that works hard, but plays hard too!

Tannum

Online Reputation Management Lead

How do you collaborate with other teams in the company?

We use a mix of Jira/Slack/Invision to help facilitate clear
communication between different departments. In addition to these applications, we thrive on face-to-face interactions which help everyone share ideas and feedback about different projects and we have tons of meeting spaces that help us be able to have focused and efficient conversations.

Anisha

Front End Developer

How has your career grown since starting at the company?

Unlike large corporations where individuals have very specific jobs that limit their duties and exposure to growth, Golden Hippo has allowed me to quickly gain a lot of valuable skills for my career growth. I have plenty of exposure to challenging assignments. I've also learned how to adapt and improvise as well as take on new duties.

Ahmad

Supply Chain Analyst

How do your team's ideas influence the company's direction?

Golden Hippo has a culture that encourages everyone to share ideas. For example, our customer care agents hear firsthand what customers are saying, so we’re able to take that information and funnel it back to the product developers, writers, etc. This allows us to directly influence the way campaigns are run and optimized.

Peter

Chief Customer Officer

What projects are you most excited about?

The Management and Leadership training initiatives. These programs are meant to support the development of our future Hippo leaders, regardless of their existing experience and career levels. L&D is planning on leveraging the knowledge of our existing leadership team and learning resources to ensure successful results for all training initiatives.

Claudia

Learning & Development Manager

What are Golden Hippo Perks + Benefits

Golden Hippo Benefits Overview

At Golden Hippo our benefits extend far beyond providing coverage for basic health services. Whether it's downloading the medical plan app, or having the ability to quickly connect to life balance resources, our benefit plans contribute to sustaining a well-rounded life.

Culture
Volunteer in local community
Various teams at Golden Hippo volunteer various local charities, as well as participate in food drives for the local food bank.
Partners with Nonprofits
Golden Hippo support various global charities through many of our brands, including Smile Train, Charity:Water, Vitamin Angels, and more!
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Hiring managers train in how to be aware of unconscious bias during interview and hiring training.
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Company pays 100% of the employee's premium
Vision Benefits
Company pays 100% of the employee's premium
Health Insurance Benefits
Company pays 100% of the employee's premium
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Monthly KPI bonus based on company performance
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program

Additional Perks + Benefits

We offer a lot of unique company perks! Some of these include free Crossfit classes, a fully-stocked kitchen, catered birthday lunches, free yoga and meditation classes throughout the day, and a dog-friendly office!

More Jobs at Golden Hippo40 open jobs
All Jobs
Finance
Data + Analytics
Dev + Engineer
HR + Recruiting
Internships
Legal
Marketing
Operations
Product
Sales
Content
Internships
new
Los Angeles
Content
new
Los Angeles
Internships
new
Los Angeles
Internships
new
Los Angeles
Internships
new
Los Angeles
Content
new
Los Angeles
Marketing
new
Los Angeles
Internships
new
Los Angeles
Internships
new
Los Angeles
Internships
new
Los Angeles
Operations
new
Los Angeles
Developer
new
Los Angeles
Marketing
new
Los Angeles
Data + Analytics
new
Los Angeles
Data + Analytics
new
Los Angeles
Marketing
new
Los Angeles
Marketing
new
Los Angeles
Content
new
Los Angeles
Content
new
Los Angeles
Marketing
new
Los Angeles
Finance
new
Los Angeles
HR + Recruiting
new
Los Angeles
Product
new
Los Angeles
Marketing
new
Los Angeles
Developer
new
Los Angeles
Marketing
new
Los Angeles
Marketing
new
Los Angeles
Operations
new
Los Angeles
Content
new
Los Angeles
Operations
new
Los Angeles
Developer
new
Los Angeles
Data + Analytics
new
Los Angeles
Marketing
new
Los Angeles