Responsibilities

• This role brings the primary levers of customer acquisition, retention, and value growth under a single leader. The Vice President, Customer Growth leads Performance Media, CRM, Loyalty, and Personalization and is accountable for the strategy, investment priorities, and business outcomes delivered through these capabilities.
• The role serves a complex omnichannel retail business with a 650+ store fleet, significant ecommerce and marketplace businesses, and an established loyalty customer base.
• The Vice President partners closely with FP&A and Data Science & Analytics to establish rigorous customer growth measurement, translate insights into growth and investment decisions, and evaluate performance through incrementality, customer lifetime value, acquisition economics, and other relevant measures.
• Customer Growth Strategy
• Define and own the enterprise customer growth strategy, including the goals, economics, priorities, and measures that govern it.
• Establish the strategies for acquiring profitable new customers, retaining existing customers, and increasing customer lifetime value.
• Set priorities for where and how the company competes for new customers and deepens relationships with existing customers.
• Treat the customer file as a managed enterprise asset, accountable for its growth, health, composition, engagement, and long-term value.
• Identify emerging growth opportunities, audiences, and channels and make disciplined recommendations about where to test, invest, scale, or exit.
• Customer Acquisition & Performance Media

Requirements

• Bachelor's degree in Marketing, Business, Analytics, or a related field; MBA or advanced degree preferred.
• 15+ years of progressive marketing and customer growth leadership experience, including senior leadership responsibility within an enterprise-scale organization.
• Demonstrated success leading both customer acquisition and retention strategies, with measurable impact on customer growth, acquisition economics, retention, and lifetime value.
• Significant experience leading performance marketing and customer growth investment across multiple channels.
• Experience leading CRM, lifecycle marketing, loyalty, personalization, or closely related customer growth capabilities.
• Experience leading a multi-layer organization of leaders and individual contributors in a fast-paced retail, consumer, ecommerce, or omnichannel environment.
• Strong financial and commercial acumen, with demonstrated experience managing significant marketing investment and communicating its economics and return to executive leadership.
• Demonstrated ability to translate analytics and customer insights into business strategies, investment decisions, and measurable outcomes.
• Experience leading through significant transformation, organizational chang

Preferred

• Experience developing or significantly evolving customer loyalty, personalization, and customer data capabilities, including the business requirements and technology capabilities necessary to enable them.
• Experience scaling membership, subscription, or loyalty-based customer programs.
• Experience in specialty retail, consumer health and wellness, or another customer-centric business with both a physical store fleet and a significant direct-to-consumer presence.
• Experience operating within a complex omnichannel environment where customer journeys span stores, ecommerce, marketplaces, and addressable marketing channels.