Description

• Develop and lead Torrid’s enterprise customer marketing strategy across all owned customer touchpoints.
• Create a holistic customer engagement roadmap focused on acquisition, onboarding, retention, reactivation, loyalty, and customer lifetime value growth.
• Lead the evolution of Torrid’s customer communication strategy across email, SMS, push notifications, direct mail, loyalty, credit card, and gift card marketing.
• Establish long-term customer growth strategies aligned to brand, merchandising, digital, and financial objectives.
• Serve as a key strategic advisor to executive leadership on customer trends, engagement opportunities, and retention strategies.
• Build and lead a high-performing customer marketing organization focused on innovation, agility, and measurable business impact.

• Oversee strategy, execution, and optimization of all owned communication channels including Email, SMS, Push Notifications, and Direct Mail.
• Own the customer contact strategy, campaign governance, and lifecycle communication roadmap.
• Lead development of highly personalized, segmented customer journeys that improve engagement, conversion, and retention.
• Drive innovation in messaging strategy, content personalization, frequency optimization, and cross-channel orchestration.
• Ensure cohesive storytelling and customer experiences across all touchpoints and customer segments.
• Partner closely with Creative, Merchandising, E-Commerce, Brand Marketing, and Analytics teams to align customer communications with business priorities.

• Lead strategic marketing and customer engagement initiatives for the Torrid Rewards loyalty program.
• Develop programs that increase loyalty participation, customer retention, frequency, and member lifetime value.
• Partner with financial and external partners to drive acquisition, activation, usage, and retention of the Torrid Credit Card program.
• Oversee customer marketing strategies supporting Gift Card acquisition, activation, and incremental customer spend.
• Identify opportunities to better connect loyalty, payments, and customer engagement strategies into a unified customer ecosystem.
• Develop targeted campaigns and member experiences that strengthen emotional connection and customer advocacy.

• Oversee Consumer Research and Customer Insights functions to ensure the voice of the customer informs business strategy.
• Lead quantitative and qualitative research initiatives focused on customer behaviors, preferences, motivations, and brand perception.
• Translate customer insights into actionable strategies that improve customer experience, marketing effectiveness, and business performance.
• Partner with Analytics and Data Science teams to refine customer segmentation, predictive modeling, and personalization capabilities.
• Drive a culture of customer-centric decision making throughout the organization.

• Champion advanced segmentation and personalization strategies leveraging behavioral, transactional, demographic, and predictive data.
• Drive lifecycle marketing innovation through dynamic content, automation, AI-driven targeting, and customer journey orchestration.
• Lead testing and optimization strategies including A/B and multivariate testing across channels.
• Continuously improve key performance metrics including retention, repeat rate, engagement, conversion, AOV, loyalty participation, and customer lifetime value.
• Ensure customer contact cadence balances revenue objectives with a best-in-class customer experience.

• Establish KPIs, reporting frameworks, and performance benchmarks across all customer marketing functions.
• Deliver actionable insights and strategic recommendations to executive leadership.
• Partner with Finance and Analytics teams to measure incremental revenue impact, ROI, and long-term customer value creation.
• Ensure compliance with all customer communication and data privacy regulations including CAN-SPAM, TCPA, GDPR, and applicable consumer protection standards.

• Recruit, develop, and mentor a best-in-class customer marketing organization.
• Foster a high-performance culture centered on accountability, innovation, collaboration, and customer obsession.
• Lead and manage agency, platform, and technology partners to drive operational excellence and innovation.
• Collaborate cross-functionally with Digital, Merchandising, Planning, IT, Data & Analytics, Finance, Creative, and Store Operations teams.
• Influence organizational alignment around customer strategy and customer experience priorities.

• 12–15+ years of progressive leadership experience in CRM, lifecycle marketing, loyalty, or customer marketing within retail, apparel, or specialty retail environments.
• Proven executive leadership experience building and scaling customer marketing organizations.
• Deep expertise in email marketing, SMS, loyalty marketing, customer segmentation, and personalization strategies.
• Strong understanding of retail and e-commerce KPIs including customer acquisition, retention, repeat purchase rate, AOV, engagement, and customer lifetime value.
• Experience leading loyalty and/or credit card marketing programs preferred.
• Demonstrated success driving measurable revenue growth and customer retention through owned channels and lifecycle marketing.
• Strong analytical and strategic thinking capabilities with ability to translate customer data into business action.
• Experience with CRM and marketing technology platforms such as Salesforce Marketing Cloud, Braze, Iterable, Klaviyo, Adobe, or similar platforms.
• Strong executive presence with exceptional communication, leadership, and cross-functional influence skills.
• Customer-first mindset with passion for building emotionally resonant customer experiences.
• Bachelor’s degree required; MBA or advanced degree preferred.

• A culture where people are accepted and encouraged to be who they are.
• Competitive compensation, 401k with company matching contribution, plus potential to earn company performance-based bonuses.
• Comprehensive wellness package including, medical, dental, vision, and Flexible Spending Account
• Generous 50% employee discount and access to employee-only sales.
• Support the causes you’re passionate about. We pay you up to 32 hours annually for volunteering your time in the community.
• Tuition reimbursement program
• Employee Assistance Program (EAP) - Aimed at helping employees address a variety of personal and family issues including legal financial consultations, mental health services and more.
• Discounts on cell phones, and computer purchases, entertainment tickets and more.
• Pet insurance for your fur babies.
• Work and learn alongside industry-leading executives while making huge strides in impacting the lives of women.
• You’ll be challenged and grow. Opportunity for upward mobility is available at all levels of the organization.