Customer Success and Loyalty Analyst
FASHIONPHILE is more than just fashion — we’re revolutionizing the ultra-luxury fashion experience in order to create a sustainable alternative that extends the life cycle of products and makes them more accessible to a diverse customer base. As we strive to become the world's most sought-after brand in luxury re-commerce, we know it's our team members who make it all happen! We value diversity in our people, perspectives, and products. For us, it's the only way to cultivate the creativity and innovation essential to achieving our mission and supporting our customers. We do this both in-person and through our digital omni-channel experiences. If you're someone who embraces change, is authentic, and wants to make an impact this is the place for you.
About the Opportunity:
In this hybrid role, we're currently seeking a passionate and experienced CX & Loyalty Specialist to join our team and help us elevate our customer experience initiatives to new heights. Reporting directly to the Head of CX, the CX & Loyalty Specialist will be instrumental in developing and managing our loyalty program and spearheading Voice of the Customer initiatives. The ideal candidate will have a solid background in omnichannel loyalty programs and a proven track record in driving impactful Customer Experience programs. Responsibilities include:
- Document and understand end-to-end customer journeys, identifying opportunities for improvement and efficiency
- Support the development and rollout of customer Membership and Loyalty programs. Analyze program performance metrics and develop actionable insights to improve customer engagement, retention, and lifetime value through the loyalty program
- Support the Voice of the Customer (VoC) program, including feedback channel optimizations, survey design, data collection, analysis, and reporting. Translate customer feedback into actionable recommendations for improving user journeys, digital products, services, and overall customer experience
- Work closely with the CX team to develop and implement initiatives that improve overall customer experience (i.e., experience training, touchpoint development, service expansion)
- Stay updated on industry trends, best practices, and emerging technologies in loyalty programs to continuously enhance our offerings
- Available to come onsite to our Carlsbad, CA Flagship at least 1-2 times a week
What We’re Looking For:
- Bachelor's degree in Marketing, Business Administration, or related field.
- 2-4 years of experience in executing loyalty programs, preferably in an omnichannel environment.
- Proven track record of successfully driving Customer Experience initiatives and improving customer satisfaction metrics or similar skills.
- Strong analytical skills with the ability to interpret data, generate insights, and make data-driven recommendations.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and influence stakeholders.
- Nice to Have: Experience with Voice of the Customer programs, including survey design, data analysis, and action planning.
- Nice to Have: Familiarity with loyalty program platforms and tools.
What We Offer:
- Medical, Dental and Vision Coverage
- FSA options for Medical, Dependent Care & Commuter Benefits
- Paid Time off, Paid Sick Time, and Paid Holidays
- 401(k) with generous match program
- Free Life Insurance and AD&D
- Long Term Disability Insurance
- Employee Discount
Compensation:
Pay Scale: FASHIONPHILE reasonably expects the range to be $65,000-$75,000 for this position in our Carlsbad, CA Location. Offered compensation will vary based on (a) location; (b) individual candidate qualifications; and (c) individual candidate experience. This post may be updated as new market data becomes available and is accurate as of the date of this posting. FASHIONPHILE reserves the right to modify this information at any time, subject to applicable law.
FASHIONPHILE Group LLC is proud to be an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and/or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation at [email protected].