What would the Customer Insight Manager do?
Plans and delivers strategies across Lori’s Gifts to ensure the most effective approach for the company and our products, resulting in improvement of customer satisfaction and encouraging customer retention and loyalty.
What are the functions of the role?
Develops and executes customer insight programs to understand customer needs across multiple segments served (hospital employees, hospital patients, visitors).
Leads identification and development of new insight-led initiatives (product categories, offerings, experiences) and works with operations and merchandising to prioritize and execute.
Owns Lori’s Gifts brand, including visual identity, brand narrative, sales collateral, and all other aspects of branding.
Oversees customer acquisition, retention, and win-back campaigns, from conceptualization through to analysis – concepts and implements campaigns, develops proposals, oversees the production service process, and oversees execution.
Plans, executes, and follows up on customer retention campaigns, building customer relationships through a variety of media, text, direct mail, email, customer loyalty programs and other direct channels
Oversees direct communications with customers and communicates with internal and external partners to meet customer expectations.
Monitors and maximizes customer lifetime value strategies, ensuring maximum profitability
Leverage data and analytics to develop a deep understanding of Lori’s Rewards member behavior, needs, and motivations.
Lead and partner with a cross-functional product/merchandising, operations, technology team to develop and implement loyalty strategies to drive business growth
Develop customer segmentation strategies, test and learn plans, and loyalty-centric product and promotional offers to optimize marketing and customer contact activities.
Lead communication across Lori’s Gifts and associated business stakeholders to drive awareness and understanding of loyalty member behavior and program business impacts
2+ years’ experience in customer insights, retail loyalty marketing or direct marketing department
2+ years’ experience in ecommerce, loyalty program manager, or loyalty marketing including experience with analytics and strategy
1+ years’ experience with digital deployment of loyalty program
3+ years’ experience in multi-channel marketing, specifically in targeted customer communications such as direct mail and online store