Director of Customer Engagement Job at Zappos.com
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At Zappos, we look for people who will show up as their whole self because we value diversity and inclusion, as well as people who enjoy fun and maybe even a little weirdness. So be sure to check on whether you’re aligned with our company values and culture. If you think you can see yourself delivering WOW as a member of the Zappos family, then check out the job description below!
Company Culture is at Our Core
Our
10 Core Values
are more than just words, they're a way of life. We know that companies with a strong culture & a higher purpose perform better in the long run.
Do our values speak to you?
1. Deliver WOW Through Service
2. Embrace and Drive Change
3. Create Fun and A Little Weirdness
4. Be Adventurous, Creative, and Open-Minded
5. Pursue Growth and Learning
6. Build Open and Honest Relationships With Communication
7. Build a Positive Team and Family Spirit
8. Do More With Less
9. Be Passionate and Determined
10. Be Humble
2. Embrace and Drive Change
3. Create Fun and A Little Weirdness
4. Be Adventurous, Creative, and Open-Minded
5. Pursue Growth and Learning
6. Build Open and Honest Relationships With Communication
7. Build a Positive Team and Family Spirit
8. Do More With Less
9. Be Passionate and Determined
10. Be Humble
We Focus on Four C’s
Company Culture
Customer Service
Commerce (the "E" kind in our case)
Community
Zappos continues to transform and grow. Ensuring the
four C’s
remain top of mind in everyone’s day-to-day means delivering happiness and WOW in the long-term to customers, as well as employees, vendors, shareholders and the community, in a sustainable way.
It’s also part of our core culture to offer shoppers more styles and variety, while reimagining ways to exceed expectations, protect and grow our company culture, and serve our communities near and far.
Company Perks: Quick Reference
- A generous Zapponian discount program.
- A multitude of benefits and incentives to stay healthy and fit.
- Zappos pays 100% of every employee’s medical, dental, and vision.
- Plenty of paid time off for life, vacations, staycations, and rest.
- Zappos pays for 100% of any 12 therapy, mental health, or coaching sessions each year.
- Meaningful assistance programs like professional development, mentoring, and 401k.
- Make an impact through volunteer adventures and other community programs
- Mandatory fun? Yes, please. Enjoy team building, family spirit and plenty of room to recharge.
Check out more
company perks
on our website.
Zapponian [noun| employee of Zappos]. You are self-motivated. You think like an entrepreneur, constantly innovating and driving positive change, but more importantly, you consistently deliver mind-boggling results.
Bold [adjective| not afraid of anything]. A role at Zappos is an opportunity to be a part of something different. To go bold. We’re a company that isn’t afraid to take risks and question the status quo. Oh yeah, we like to have fun too.
Perks [noun| the good stuff you get for working hard]. Zappos pays 100% of your medical, dental and vision premiums. Primary care visits, dental exams, eye exams and generic prescriptions are all free. Plus matching 401k, life coaches, orthodontic benefits, and more. And don’t forget, an unlimited 40% Zappos.com discount.
1990s [noun| a decade we love, but no longer live in]. Old school cover letters are so 1990. Want to show us who you really are? Create a video cover letter. A flash mob, a comedic monologue… whatever showcases your passion for Zappos and the work you’d be doing! Videos are not required, but if you create it, we’ll watch it.
Scout [noun| you're a recruiter, too]. As a Zapponian, we’ll ask that you always keep your eye out for great talent to join our family. Consider yourself an extension of the recruiting team, scouting for the best people to grow our company.
The Director of Customer Engagement, a pivotal role within our Marketing department, will lead a team of marketers responsible for developing channel strategies and best in class execution across social, email, loyalty, and public relations touchpoints to deliver customer and commercial outcomes. You will partner closely with performance marketing, content team and site merchandising to create integrated customer campaigns that WOW new and existing customers.
What You'll Be Doing:
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Creating strategies that drive business growth through expanding customer base, spend and purchase frequency levels across owned channels of email, social, loyalty and public relations.
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Developing customer retention strategies with the team that will then be activated across email, Zappos VIP, and retargeting programs in an integrated way to drive customer actions.
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Guiding the social marketing team by influencing the strategy platforms, activations, and KPI framework.
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Defining and evolving customer loyalty, shipping and promotional programs that enhance customer engagement and profitability.
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Establishing benchmarks, reporting capabilities, and monitor consumer lifecycle KPIs to shape priorities and future strategies.
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Creating a culture of experimentation.
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Building a learning agenda across teams, and deploy scalable A/B testing to extract maximum ROI from marketing communications.
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Partnering closely with Content team to share role of the platform, share platform best practices and define deliverables.
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Partnering with technology teams to drive targeting and segmentation, automation and speed to market.
What You'll Need to Bring:
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Bachelor's Degree in Business, Management, Marketing, or related field of study.
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At least twelve (12) years of professional experience in direct-to-consumer (DTC) marketing, included leading successful programs across email, loyalty programs, and social campaigns.
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At least five (5) years of experience in a people management role, to include leading, developing, and mentoring marketing professionals.
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Expert knowledge and skill with data, data management, data activation, and data statistics, particularly as it relates to customer relationship management (CRM) and consumer analytics.
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Possess keen analytical and quantitative skills.
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Ability to think critically and use data to derive insights and inform marketing plans.
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Proficient in Microsoft Office, with demonstrated ability to pick up new/proprietary tools.
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Knowledgeable in using Google Analytics.
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Knowledgeable in using Salesforce Marketing Cloud.
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Knowledgeable in using Adobe Experience Cloud (formerly Adobe Marketing Cloud).
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Knowledgeable in Business Intelligence Tools.
What Really Excites Us:
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Previous progressive and/or related experience in the B2C, e-commerce, or retail industries.
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A passion for improvement the customer experience.
Zappos is committed to help foster an environment where we can celebrate and embrace our diversity and each person's individuality so that people can bring their whole selves to work. In order to ensure that we are considering the needs of all of our employees and building a more inclusive Zappos, we ask that you take a few minutes to update your details, even if you select “Prefer not to say” on some questions.
The Fine Print
Please limit to 2 applications.
The Zappos Family of Companies is committed to Equal Employment Opportunity regardless of race, color, national origin, gender, sexual orientation, age, religion, veteran status, disability, history of disability or perceived disability. If you need assistance or an accommodation due to a disability, you may email us at recruiting@zappos.com or call us at 1.702.943.7777.
To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.
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