Manager of Customer Experience and Loyalty

Tempe   |   Full Time

Are you excited to find new ways to create engaging customer experiences?  

Can you create programs, copy, and systems that deliver a personal experience at scale? 

Do you obsess over driving customer loyalty and engagement? 


If so, we can’t wait to meet you! My Little Mascara Club is seeking a superstar Customer Experience & Loyalty Manager to promote our brand and #createhappy mission across multiple channels. 


Our Customer Experience & Loyalty Manager will be responsible for creating customer engagement strategies, guiding our customer lifecycle journey, and establishing a loyalty-based relationship with our customers by managing our customer onboarding, ongoing email campaigns, loyalty, referral, and rewards programs, ambassador program, community contests, and win-back campaigns. 



Be ready to: 

  • The Manager of Customer Experience & Loyalty will provide expertise, vision and leadership to drive subscriber engagement, onboarding, relationship, and retention with My Little Mascara Club customers while maintaining a customer-centric approach 

  • Create, implement, and manage My Little Mascara Club customer engagement and onboarding programs, including the strategy and execution of programs as we scale through high growth 

  • Communicate with internal team members to manage all My Little Mascara Club loyalty programs (for customers and ambassadors) as well as different customer engagement opportunities across the organization to ensure consistency in audience/customer experiences across all touchpoints 

  • Manage the customer referral programs and processes for organic growth 

  • Collaborate with internal and external marketing teams to define, refine, and enhance the perfect customer lifecycle journey, including a rhythm of email campaigns, customer engagement contests, and different unique touchpoints along the journey 

  • Create customer engagement and segmentation strategies aimed at enabling more relevant, personalized marketing offers/messages/experiences 

  • Have a deep understanding of what drives My Little Mascara Club customers loyalty while proactively looking for innovative ways to engage with our customers beyond the typical customer journey to increase brand loyalty and customer spend 

  • Creatively seek ways to win churned customers back through strategic marketing campaigns and promotions 

  • Liaise with customer care team to ensure excellence across the customer experience 

  • Partner with others to ensure personalized digital experiences across all owned channels to strengthen acquisition and sustainment funnel for new and existing members ensuring relevant content and improving digital stickiness 

  • Basically, be awesome all day everyday while having fun as a part of a happy team! 



If you think you are a fit, we’d love to hear why in your cover letter.  We’re known to give people a chance!  Outside of that, this is the special mix of skills and experience we think will enable you to be successful in this role: 

  • 7+ years working in a fast-paced, high-volume consumer-facing environment with responsibility for loyalty strategies or digital marketing with a deep knowledge base of CRM/direct to customer marketing programs and CRM/loyalty technology platforms 

  • Direct experience applying relationship, loyalty, and retention programs in a subscription ecommerce environment 

  • A dedicated customer-first mindset with a focus on driving relevant strategies that promote preference and loyalty for our products 

  • Experience leveraging customer segmentation and customer journeys to deliver relevant programs, benefits and experiences that support company goals 

  • Ability to synthesizes complex or diverse information and use your intuition and experience to complement data. Capable of effectively communicating and translating business needs to technical teams and proactively resolve problems in a timely manner 

  • Strong partnership skills with a history of collaborating across organizational boundaries, working with and influencing others, and creating clarity from data 

  • Excellent written and oral communication skills at all levels 

  • Ability to thrive within an organization with a high degree of ambiguity and room to be creative but a clear focus on accountability for results 

  • Entrepreneurial drive and demonstrated ability to achieve stretch goals in an innovative and fast-paced environment 



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