Head of Customer Strategy, Fashion (Shopbop & Zappos) Job at Zappos.com LLC in N

We are seeking a customer obsessed leader to drive Shopbop & Zappos customer strategy. This pivotal role will shape how we understand, engage with, and grow our customer base through data-driven insights and strategic initiatives. You’ll lead a high-impact team focused on translating customer insights into acquisition, engagement, loyalty and retention strategies to drive our customer goals. You will be the voice of the customer in leadership rooms and work closely with cross-functional leaders (e.g., Marketing, Traffic, Tech) to make our company wide efforts targeted and specific to our customer needs.

The ideal candidate embodies both analytical and strategic leadership capabilities. They have a proven track record of translating complex customer data into actionable business strategies, demonstrated through measurable improvements. They should have a collaborative mindset that enables them to work effectively across Marketing, Merchandising, and Technology departments. Their communication abilities should be exceptional, allowing them to influence senior leadership through data-driven presentations and strategic recommendations. Ideally, they will bring relevant experience from the fashion, retail or e-commerce sector, though strong customer strategy experience from other industries would be valuable. Most importantly, they should demonstrate a passion for understanding and enhancing the customer journey, with a proven ability to drive results in areas such as customer acquisition, retention, and loyalty.

Key job responsibilities

Define customer strategy for Shopbop & Zappos to achieve company wide customer goals, increasing new customer conversion, second purchase rates, and loyalty program effectiveness

Lead customer insights / CRM team, providing guidance and mentorship to ensure high-quality outputs.

Develop and execute comprehensive customer strategy based on quantitative and qualitative insights

Partner with marketing and traffic teams to optimize customer communication strategies across channels (email, push, etc.)

Build and maintain strong partnerships with cross-functional teams including Marketing, Merchandising, and Technology

Be the voice of the customer and biggest customer advocate in senior leadership meetings

About the team

The F2 Subsidiary Customer Experience org supports both Zappos and Shopbop, Amazon Fashion subsidiary businesses with teams in New York, NY, Madison, WI, and Las Vegas, NV. We are seeking a head of Customer that will report directly into the Chief CX Officer.

Basic Qualifications

• Experience managing teams
• Experience using data and metrics to drive improvements
• Experience with Excel or Tableau (data manipulation, macros, charts and pivot tables)
• Experience driving direction and alignment with cross-functional teams
• Bachelor's degree
• 8+ years of experience in customer strategy, CRM, strategic management consulting or related field
• Strong strategic thinking, problem-solving abilities, and data-driven decision-making mindset

Preferred Qualifications

• Experience in fashion, sports, retail or e-commerce
• Usage of generative AI tools to enhance workflow efficiency, with a willingness to learn effective prompting and evaluation practices.
• Ability to recognize opportunities where generative AI could enhance products, workflows, or customer experiences.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers.