Zappos Family of Companies is hiring: Head of Customer Strategy, Fashion (Shopbo

Head of Customer Strategy, Fashion (Shopbop & Zappos) Join to apply for the Head of Customer Strategy, Fashion (Shopbop & Zappos) role at Zappos Family of Companies Description 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. Ideal Candidate 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. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $141,400/year in our lowest geographic market up to $233,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job‑related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign‑on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site. Company: Zappos.com LLC Job ID: A3145276 #J-18808-Ljbffr In Summary: Head of Customer Strategy, Fashion (Shopbop & Zappos) role . Ideal candidate embodies both analytical and strategic leadership capabilities . Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status . Base pay for this position ranges from $141,400/year to $233,800/year in highest geographic market . En Español: Jefe de Estrategia del Cliente, Moda (Shopbop & Zappos) Únete a unirse para postularse al cargo de Jefe del cliente estratégico, moda (Shoppop&Zappos) en la Familia de Empresas de Zappos Descripción Buscamos un líder obsesionado con el cliente para impulsar la estrategia del cliente. Este papel fundamental dará forma a cómo entendemos, nos involucramos y crecemos nuestra base de clientes a través de ideas basadas en datos e iniciativas estratégicas. Dirigirá un equipo de alto impacto enfocado en traducir las perspectivas del cliente en estrategias de adquisición, compromiso, lealtad y retención para dirigir nuestros objetivos de los clientes. Serás el medidor del consumidor en salas de liderazgo y trabajarás estrechamente con líderes transversales (por ejemplo, Marketing, Trafico, Tecnología) para orientarnos hacia esfuerzos excepcionales y específicos a las necesidades de la empresa. Idealmente, aportarán experiencias relevantes del sector de la moda, el comercio minorista o el e-commerce, aunque una sólida experiencia en estrategia de clientes de otras industrias sería valiosa. Lo más importante es que demuestren una pasión por comprender y mejorar el viaje del cliente, con una capacidad comprobada para impulsar resultados en áreas como adquisición, retención y lealtad de los clientes. Responsabilidades clave del trabajo Definir la estrategia del cliente para Shopbop & Zappos para lograr objetivos de clientes a nivel empresarial, aumentar la conversión de nuevos clientes, las tasas de segunda compra y la eficacia del programa de fidelización Liderar insights/CRM al cliente, proporcionando orientación y asesoramiento para garantizar productos de alta calidad Desarrollar y ejecutar una estrategia completa del cliente basada en conocimientos cuantitativos y cualitativos Qualificaciones básicas Experiencia en la gestión de equipos Experiencias en el uso de datos y métricas para impulsar mejoras Experiencia con Excel o Tableau (manipulamiento de datos, macros, gráficos y tablas pivot) Experiencia conduciendo dirección y alineación con equipos interfuncionales Grado bachillerato 8+ años de experiencia en estrategia del cliente, CRM, consultoría de administración estratégica o campo relacionado Pensamiento estratégico fuerte, habilidades de resolución de problemas y mentalidad de toma de decisiones basada en datos Experiencias preferentes cualificaciones Experiencia de moda, deporte, comercio minorista o comercio electrónico Uso de herramientas generativas de IA para mejorar la eficiencia del flujo de trabajo, con voluntad de aprender prácticas eficaces de evaluación y evaluación Prácticas rápidas Reconocer oportunidades donde la inteligencia artificial generativa podría mejorar los flujos de trabajo o productos clientes Amazon es un empleador de igualdad de oportunidades y no discrimina en función del estatuto de incapacidad, profesionales protegidos u otros procesos legítimos. El salario básico para este puesto varía desde $141,400/año en nuestro mercado geográfico más bajo hasta $233,800/años en nuestro mayor mercado geográfica. El pago se basa en una serie de factores, incluida la ubicación del mercado y puede variar dependiendo del conocimiento, las habilidades y la experiencia relacionadas con el trabajo. Amazon es una compañía de compensación total. Dependiendo de la posición ofrecida, pueden proporcionarse capital, pagos por inscripción y otras formas de indemnización como parte de un paquete de compensaciones totales, además de una gama completa de beneficios médicos, financieros y / u otros. Para obtener más información, visite https://www.utamazon.com/work/about/employee-benefits.