Responsibilities

• Customer Lifecycle and Retention
• 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.
• Conversion-Rate Optimisation
• 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.
• Loyalty and Customer Value
• 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.
• App Growth and Engagement

Requirements

• 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.

Benefits

• Benefits: Healthcare benefits.