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Description

Zappos is seeking a customer obsessed leader to drive our customer strategy. This pivotal role will shape how we understand, engage with, and grow our customer base through data-driven insights and strategic initiatives. The ideal candidate will combine analytical expertise with strategic thinking to transform customer insights into actionable strategies that drive growth and loyalty. This position will be focused on our customer strategies, understanding customer insights and research, and creating CRM, loyalty strategies. You will work closely with cross-functional partners (e.g., Marketing, Tech) to execute customer-centric initiatives.

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. The candidate must possess strong technical skills, including proficiency in data analysis tools and visualization platforms, while maintaining a deep understanding of customer behavior and retail dynamics. 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

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

* Drive the development and implementation of CRM strategies across all customer touchpoints

* Define and execute strategies to increase new customer conversion, second purchase rates, and loyalty program effectiveness

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

* Develop and track key customer metrics and KPIs to measure strategy effectiveness

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

* Present strategic recommendations to senior leadership based on customer insights and market analysis

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 using data and metrics to drive improvements

- Experience with Excel or Tableau (data manipulation, macros, charts and pivot tables)

- Experience leading go-to-market for consumer software or hardware product launches

- Bachelor's degree in business or analytical discipline

- Experience communicating and presenting to senior leadership

- 5-8 years of experience in strategic management consulting, customer strategy, CRM, or related field

Preferred Qualifications

- Experience using any of SQL or other analytical tools for conducting data analysis

- Experience with customer segmentation, profiling, and targeting

- Experience within e-commerce or Retail fields

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 $128,600/year in our lowest geographic market up to $212,600/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.