• Develop and execute a comprehensive customer-lifecycle strategy across all owned channels to increase retention, repeat purchase frequency and customer lifetime value, reducing time between purchases through personalised journeys, segmentation, automation and personalisation.
• Develop reactivation and winback strategies for lapsing and dormant customers, with differentiated strategies for new, active, high-value and at-risk cohorts, increasing owned-channel revenue and contribution and improving onboarding and the first-to-second purchase transition.
• Own the customer-growth experimentation and conversion roadmap across the website and app, optimising landing pages, PLPs, PDPs, basket and checkout, and building a structured testing programme with clear hypotheses, prioritisation and measurement.
• Improve conversion rate, revenue per session and digital commercial effectiveness, partnering with E-commerce, Product, Technology, Creative and Trading to implement improvements while balancing short-term revenue with customer experience and brand standards.
• Define and execute MDV's global loyalty and VIP strategy, designing commercially effective programme structures, qualification criteria, benefits and experiences that encourage profitable, incremental behaviour, and evolving the proposition using customer insight and data.
• Develop distinctive recognition and engagement strategies for MDV's highest-value customers to increase participation, retention and member contribution, partnering with the VP of Creative to ensure experiences reflect MDV's standards.
• Increase app adoption, engagement, retention and repeat purchase behaviour and grow the proportion of customer revenue generated through the app, developing effective push-notification and in-app messaging strategies and app-specific loyalty benefits, partnering with Product and Technology to continuously improve the app experience.
• Own the strategy for product-review collection, coverage, visibility and moderation, increasing the quality and volume of authentic reviews and integrating reviews and trust signals throughout the journey, and measuring their effect on confidence, conversion and returns.
• Establish a clear customer-growth measurement framework and reporting cadence, owning detailed analysis of cohorts, retention, repeat purchase, frequency and lifetime value, and translating data into commercial priorities, forecasts and business cases.
• Partner with Finance to measure contribution and validate impact, and with Operations and Customer Experience to reduce preventable returns and protect margin, ensuring initiatives are incremental and profitable and definitions stay consistent across teams.
• Partner with the VP of Marketing to connect acquisition, conversion, retention and lifetime value, providing customer-quality and LTV insight, and with Performance Marketing on audiences, landing-page conversion and onboarding, evaluating campaigns against downstream behaviour rather than first-order revenue.
• Develop clear customer and lifecycle briefs for the VP of Creative and Creative team, respecting Creative's ownership of direction and execution, and sharing customer insight to improve marketing and creative effectiveness.
• Build and lead a high-performing Customer Growth and Retention function, setting clear objectives, operating rhythms and standards of execution, and developing the capabilities, technology and partnerships required to support the strategy.
• Act as the senior voice of the existing customer within the marketing organisation, working closely with leaders across Marketing, Creative, E-commerce, Product, Technology, Trading, Retail, Finance, Operations and Customer Experience to build a culture of customer obsession, accountability and continuous experimentation.
• Build the Customer Growth function, team, operating cadence and measurement foundations across lifecycle, retention, loyalty, CRO and app engagement, materially improving first-to-second purchase conversion, 90/180-day cohort repeat purchase, existing-customer contribution and contribution-based lifetime value.
• Establish an incrementality-led owned-channel programme and a commercially prioritised roadmap for lifecycle, loyalty, CRO and app growth, supported by credible holdout testing.

• Eight or more years across customer growth, lifecycle marketing, CRM, retention or digital commerce, including at least three years building and leading high-performing teams.
• Proven success within a high-growth premium fashion brand (required), with a track record of increasing lifetime value, repeat purchase and profitable revenue, and deep expertise in lifecycle strategy, segmentation, automation and personalisation.
• Experience launching or materially improving loyalty and VIP programmes, with strong knowledge of conversion optimisation, customer journeys and experimentation across web and app.
• Experience using customer data, analytics and technology to inform commercial decisions, scaling a premium/luxury US brand from a relatively small base, and working across creative, technical, operational and commercial teams.
• Commercially rigorous, analytical and highly accountable, able to move confidently between strategy, data and execution.
• Customer-obsessed, with a strong understanding of premium brand positioning, comfortable building a function and operating with significant autonomy.
• An effective communicator capable of influencing senior stakeholders; entrepreneurial, resourceful and energised by a high-growth environment.

• Healthcare benefits.
• Employment visa sponsorship is available for candidates who meet the role requirements.

Note The main responsibilities and requirements describe a senior, growth-focused marketing role with ownership of lifecycle, loyalty, and app engagement initiatives for a premium fashion brand.