Associate Manager, Retention Strategy



Los Angeles, CA, USA
Posted on Saturday, January 27, 2024

Who We Are:

Founded in 2009, Reformation is a revolutionary lifestyle brand that proves fashion and sustainability can coexist. We combine stylish, vintage-inspired designs with sustainable practices, releasing limited-edition collections for individuals who want to look beautiful and live sustainably. Setting an example for the industry, Reformation remains at the forefront of innovation in sustainable fashion—running the first sustainable factory in Los Angeles, using deadstock and eco fabrics, tracking and sharing the environmental impact of every product, and investing in the people who make this revolution possible. The brand has also established itself as a pioneer in retail innovation, developing an in-store tech concept that brings the best of its online experience to its physical doors.

We are a future focused organization committed to the belief that the problems facing our planet and society can be solved through innovation, common sense and education. Being naked is the #1 most sustainable option. We're #2.

Here at Ref, we put people first. We know that you can't innovate and do cool stuff without having everyone on board. So we work to create a culture where everyone feels like they belong and where their voices are truly valued. We build an inclusive culture together and make a real impact along the way.

Position Overview:

Reformation is looking for an Associate Manager of Retention Strategy, reporting to the Director of Customer Strategy. This person will identify and prioritize key focus areas for optimizing the customer experience. This is a great opportunity for someone excited about further developing our culture of customer-centricity and influencing our retention strategy across e-commerce and retail. The ideal candidate for this role is obsessed with customers, loves translating insights into strategy, has solid analytical and financial modeling skills, and is an excellent cross-functional partner.

What You’ll Do:

  • Leverage data, analytics, and strategic thinking to expand and improve current key customer retention omnichannel initiatives (Clienteling, VIP program, Retail experience)
  • Own all analytics and insights related to these initiatives
  • Create, own, and maintain weekly, monthly, quarterly and annual scorecards to report on key customer retention initiatives
  • Own all analytics related to key omnichannel retention initiatives (dashboard, ad-hoc analysis, model building) to help drive decision-making
  • Own all financial modeling, including reporting, ROI analysis, and budgeting related to customer retention omnichannel initiatives
  • Build effective board and executive materials
  • Lead the further development of these key retention programs across e-commerce and retail to maximize customer loyalty and lifetime value
  • Analyze customer data and market trends to identify opportunities for retention growth and engagement based on key customer opportunities and pain points
  • Collaborate with cross-functional teams to align retention strategies with overall business goals, drive implementation and learning across stores and teams
  • Conduct regular A/B testing and analyze performance metrics to optimize retention campaigns and programs
  • Prioritize and drive consensus around key focus areas
  • Identify further opportunities to increase customer engagement and satisfaction
  • Utilize customer segmentation to tailor communication strategies and personalized experiences across e-commerce and retail
  • Stay abreast of industry best practices and emerging trends in customer retention

What You’ll Need:

  • 3+ years of experience in corporate strategy, management consulting, business operations, or investment banking
  • MBA a plus
  • Experience working in retail/fashion industries
  • Strong data analysis and quantitative skills, including setting clear hypotheses and building models to generate insights from various data types/sources. Advanced skills in business intelligence tools (Looker, Google Analytics) preferred
  • Proven track record of translating raw data into actionable insight, presenting and communicating across all levels of the organization, and driving value despite a high level of ambiguity
  • A deep curiosity and a desire to challenge conventional wisdom
  • The ability to create outstanding work in a fast-paced and continually evolving environment
  • The ability to think strategically and problem-solve creatively. Flexibility to adjust quickly to changes and deliver on tight deadlines
  • A strong desire to continually use data and innovation to evolve the process
  • A strong work ethic and relentless commitment to quality and efficiency
  • Ability to manage several projects simultaneously under tight timeframes
  • A passion for the Reformation brand, products and sustainability mission

Benefits & Perks:

  • Health, vision, and dental insurance for eligible employees
  • Paid vacation, sick, holidays & volunteer time-off for eligible employees
  • Mission based company + casual and entrepreneurial work environment
  • Clothing discount, dog-friendly office, company events + parties and much more
  • 401K with company match

The Reformation is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, or protected veteran status

CCPA disclosure notice here.