MacKenzie-Childs, LLC
Director of E-commerce and Customer Retention
MacKenzie-Childs, LLC, East Aurora, New York, United States
Director of E-commerce and Customer Retention
Join to apply for the
Director of E-commerce and Customer Retention
role at
MacKenzie-Childs, LLC Director of E-commerce and Customer Retention
4 days ago Be among the first 25 applicants Join to apply for the
Director of E-commerce and Customer Retention
role at
MacKenzie-Childs, LLC Description
Job Details
Job Location
Corporate - Aurora, NY
Remote Type
Hybrid
Salary Range
$150000.00 - $175000.00 Salary
Description
Company Overview:
MacKenzie-Childs is a leading home furnishings retail company known for its unique design, high-quality products and exceptional customer service. We specialize in offering a wide range of kitchen, entertaining, decor and furniture items that cater to various styles and preferences, ensuring our customers find exactly what they need to make their homes joyful and stylish.
Position Summary
Own the strategy, planning and execution of E-commerce-specific marketing initiatives on our Salesforce Commerce Cloud platform, including content management, site merchandising, customer journeys, personalized shopping experiences, and promotional execution Identify and implement website enhancements that improve UX, conversion, and retention KPIs, in partnership with Tech, Creative, and Marketing teams Own the end-to-end strategy and execution of email and SMS programs, including planning, segmentation, A/B testing, and optimization Lead the development of customer lifecycle strategies including segmentation, journey mapping, and personalized campaigns, to maximize Lifetime Value and Retention Design, implement, and continuously optimize trigger-based customer flows, including new customer welcome, post-purchase, abandonment, lapsed, and VIP journeys, to drive engagement and increase repeat purchases Oversee the strategy, development, and optimization of our loyalty program to deepen customer engagement, increase customer value, and increase customer file membership penetration Partner with leadership on long-term planning and forecasting of customer file growth and cohort behavior to inform strategic decision-making
Essential Job Duties and Responsibilities:
(Additional duties may be assigned)
Data, Analytics, and Reporting
Leverage customer insights and analytics to uncover opportunities for personalization, A/B testing, targeting, and performance improvement Own the testing roadmap, fostering a culture of experimentation and continuous learning Manage the analysis and reporting of customer file performance, trends, and key retention metrics to guide lifecycle and E-commerce strategies
Cross-Functional Leadership
Serve as a key partner to Creative, Merchandising, Technology, and Channel partners to drive alignment across retention initiatives and campaigns Coordinate campaign planning and execution across lifecycle, website, and promotions to ensure messaging consistency and calendar cohesion Streamline cross-functional processes and project execution to improve speed to market, operational efficiency, and overall performance outcomes
Team and Vendor Management
Lead and mentor a team of 5 (1 Senior Manager, 1 Manager, 3 Specialists) across retention and eCommerce operations, empowering a culture of collaboration, accountability, and innovation Foster team growth by providing ongoing coaching, actionable feedback, and development opportunities to strengthen capabilities and deepen retention marketing expertise Manage relationships with external partners to support execution, drive performance, and evaluate build-versus-buy opportunities to ensure efficiency and scalability
Budget & Planning
Own the development and management of the E-Commerce and Customer Retention marketing budgets and program P&L's Build a scalable, profitable marketing plan that supports company goals while expanding channel mix and improving efficiency
Supervisory Responsibilities
This position will be managing a team of 5.
Qualifications
Education and Experience:
Bachelor's degree or higher in Marketing, Business, or a related field 10+ years of experience in E-commerce and Customer Retention marketing in a high-growth $50 million+ Direct To Consumer environment
Special Requirements
Ability to travel up to 5x per year; flexible schedule including occasional evenings and weekends
Knowledge, Skills, And Abilities
Deep expertise in customer lifecycle marketing, segmentation, CRM platforms, and analytics Hands-on experience managing 3rd party best in breed ESPs and SMS platforms (Listrak preferred), E-commerce platforms (SFCC or Shopify preferred), and CRM's (NetSuite preferred) Proven track record managing and mentoring a high-performing team and working cross-functionally across departments in a remote work environment Strong analytical skills with experience forecasting and reporting on KPIs and customer behavior Excellent communication, project management, and strategic planning skills A natural test-and-learn leader who thrives in a fast-paced, evolving business
Equipment Used:
Computer, printer, scanner, telephone, and photocopier.
Physical And Mental Requirements
Ability to sit, stand, walk, talk, hear, reach, push, pull, crouch, kneel, bend, climb, use fingers to grasp, handle, feel, and perform repetitive motions of hands or wrists. Exerts up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to move objects. Light mental and visual attention is required for performing work where there is some variety, but actions taken and decisions made are limited to few possibilities. Work requires some coordination with others.
Environmental Conditions
There is no exposure to adverse environmental conditions. Work is performed in a typical office work environment.
Salary Range: 150K-175K salary
Benefits
Competitive salary commensurate with experience Comprehensive benefits package including medical, dental, and vision coverage 401K Retirement Savings + Company Match Paid Vacation, PTO and Holidays Company sponsored life insurance and LTD Health Savings Account + Company Match Generous Employee Discount Verizon Discount Referral Bonus Program Opportunities for professional development and career advancement
MacKenzie-Childs is committed to creating a diverse and inclusive environment. We are proud to be an equal opportunity employer and welcome applications from all qualified candidates.
MacKenzie-Childs is an EEO employer and dedicated to fair hiring practices. Seniority level
Seniority level Director Employment type
Employment type Full-time Job function
Job function Sales and Business Development Industries Retail Referrals increase your chances of interviewing at MacKenzie-Childs, LLC by 2x Sign in to set job alerts for “Director Commerce” roles.
Buffalo, NY $104,100.00-$140,500.00 2 weeks ago West Seneca, NY $55,000.00-$65,000.00 11 hours ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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Join to apply for the
Director of E-commerce and Customer Retention
role at
MacKenzie-Childs, LLC Director of E-commerce and Customer Retention
4 days ago Be among the first 25 applicants Join to apply for the
Director of E-commerce and Customer Retention
role at
MacKenzie-Childs, LLC Description
Job Details
Job Location
Corporate - Aurora, NY
Remote Type
Hybrid
Salary Range
$150000.00 - $175000.00 Salary
Description
Company Overview:
MacKenzie-Childs is a leading home furnishings retail company known for its unique design, high-quality products and exceptional customer service. We specialize in offering a wide range of kitchen, entertaining, decor and furniture items that cater to various styles and preferences, ensuring our customers find exactly what they need to make their homes joyful and stylish.
Position Summary
Own the strategy, planning and execution of E-commerce-specific marketing initiatives on our Salesforce Commerce Cloud platform, including content management, site merchandising, customer journeys, personalized shopping experiences, and promotional execution Identify and implement website enhancements that improve UX, conversion, and retention KPIs, in partnership with Tech, Creative, and Marketing teams Own the end-to-end strategy and execution of email and SMS programs, including planning, segmentation, A/B testing, and optimization Lead the development of customer lifecycle strategies including segmentation, journey mapping, and personalized campaigns, to maximize Lifetime Value and Retention Design, implement, and continuously optimize trigger-based customer flows, including new customer welcome, post-purchase, abandonment, lapsed, and VIP journeys, to drive engagement and increase repeat purchases Oversee the strategy, development, and optimization of our loyalty program to deepen customer engagement, increase customer value, and increase customer file membership penetration Partner with leadership on long-term planning and forecasting of customer file growth and cohort behavior to inform strategic decision-making
Essential Job Duties and Responsibilities:
(Additional duties may be assigned)
Data, Analytics, and Reporting
Leverage customer insights and analytics to uncover opportunities for personalization, A/B testing, targeting, and performance improvement Own the testing roadmap, fostering a culture of experimentation and continuous learning Manage the analysis and reporting of customer file performance, trends, and key retention metrics to guide lifecycle and E-commerce strategies
Cross-Functional Leadership
Serve as a key partner to Creative, Merchandising, Technology, and Channel partners to drive alignment across retention initiatives and campaigns Coordinate campaign planning and execution across lifecycle, website, and promotions to ensure messaging consistency and calendar cohesion Streamline cross-functional processes and project execution to improve speed to market, operational efficiency, and overall performance outcomes
Team and Vendor Management
Lead and mentor a team of 5 (1 Senior Manager, 1 Manager, 3 Specialists) across retention and eCommerce operations, empowering a culture of collaboration, accountability, and innovation Foster team growth by providing ongoing coaching, actionable feedback, and development opportunities to strengthen capabilities and deepen retention marketing expertise Manage relationships with external partners to support execution, drive performance, and evaluate build-versus-buy opportunities to ensure efficiency and scalability
Budget & Planning
Own the development and management of the E-Commerce and Customer Retention marketing budgets and program P&L's Build a scalable, profitable marketing plan that supports company goals while expanding channel mix and improving efficiency
Supervisory Responsibilities
This position will be managing a team of 5.
Qualifications
Education and Experience:
Bachelor's degree or higher in Marketing, Business, or a related field 10+ years of experience in E-commerce and Customer Retention marketing in a high-growth $50 million+ Direct To Consumer environment
Special Requirements
Ability to travel up to 5x per year; flexible schedule including occasional evenings and weekends
Knowledge, Skills, And Abilities
Deep expertise in customer lifecycle marketing, segmentation, CRM platforms, and analytics Hands-on experience managing 3rd party best in breed ESPs and SMS platforms (Listrak preferred), E-commerce platforms (SFCC or Shopify preferred), and CRM's (NetSuite preferred) Proven track record managing and mentoring a high-performing team and working cross-functionally across departments in a remote work environment Strong analytical skills with experience forecasting and reporting on KPIs and customer behavior Excellent communication, project management, and strategic planning skills A natural test-and-learn leader who thrives in a fast-paced, evolving business
Equipment Used:
Computer, printer, scanner, telephone, and photocopier.
Physical And Mental Requirements
Ability to sit, stand, walk, talk, hear, reach, push, pull, crouch, kneel, bend, climb, use fingers to grasp, handle, feel, and perform repetitive motions of hands or wrists. Exerts up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to move objects. Light mental and visual attention is required for performing work where there is some variety, but actions taken and decisions made are limited to few possibilities. Work requires some coordination with others.
Environmental Conditions
There is no exposure to adverse environmental conditions. Work is performed in a typical office work environment.
Salary Range: 150K-175K salary
Benefits
Competitive salary commensurate with experience Comprehensive benefits package including medical, dental, and vision coverage 401K Retirement Savings + Company Match Paid Vacation, PTO and Holidays Company sponsored life insurance and LTD Health Savings Account + Company Match Generous Employee Discount Verizon Discount Referral Bonus Program Opportunities for professional development and career advancement
MacKenzie-Childs is committed to creating a diverse and inclusive environment. We are proud to be an equal opportunity employer and welcome applications from all qualified candidates.
MacKenzie-Childs is an EEO employer and dedicated to fair hiring practices. Seniority level
Seniority level Director Employment type
Employment type Full-time Job function
Job function Sales and Business Development Industries Retail Referrals increase your chances of interviewing at MacKenzie-Childs, LLC by 2x Sign in to set job alerts for “Director Commerce” roles.
Buffalo, NY $104,100.00-$140,500.00 2 weeks ago West Seneca, NY $55,000.00-$65,000.00 11 hours ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr