Head of Customer Retention

Suitsupply is a market leader in the fashion industry, and plans to build the very best omnichannel fashion brand. With this goal in mind, a top-class digital team is being assembled. The most senior position within this team is the Head of Customer Retention. A high-profile position which offers the potential for advancement to C-level. 

Suitsupply

Fokke de Jong started Suitsupply in 2000 as a webshop. The first bricks-and-mortar store above the A4 served as a pick-up point. The young CEO was well ahead of his time, shifting the focus to international (offline) expansion and marketing. And with great success: Suitsupply has become a top brand internationally and has shown double-digit growth for years. And now that customers are ready to shop online, the online business accounts for a significant share of the growth in the business.

The growth strategy is aimed at improving the company’s online presence and creating a seamless integrated customer experience in both the online and offline channels. The ultimate goal is to become the best omnichannel brand in the fashion industry. Suitsupply is committed to achieving the very best customer experience throughout the entire customer journey. The availability of so many different channels, combined with such a high level of service, ensures that Suitsupply is way ahead of everyone in the international fashion industry. However, there is still room for vast improvement to our current tools as well as the expansion of the channel mix.

“Our NPS and growth figures tell us that customers are satisfied with our excellent personal service and are happy to return. At the same time, we are “only” active in 24 countries and can still improve in 1,001 big and small areas. The potential is unlimited!” – Nick Lenten (Chief Customer Officer)

Organizational structure

An omnichannel and customer-oriented process calls for a radical approach. Nick Lenten is building a central division from where he plans to drive the revolution. This department has a matrix structure where the key focus on product categories and emphasis on a seamless customer journey come together. Online specialists update content and cross-functional categories to optimize the conversion at every stage of the funnel and achieve the very best customer experience.

Vacancy: Head of Customer Retention

The Head of Customer Retention will be expected to develop the customer retention omnichannel strategy as well as develop the customer retention team. The challenge is to build a positive customer experience so that not only existing customers return, but that they also bring along their friends, neighbors and family.

The Head of Customer Retention will deep dive into customer data to achieve the right customer segments and integrate these with the various campaigns and channels. Thereafter, this segmentation will be further developed into a 1:1 customer journey. They will work extensively with the Head of Performance Marketing in the development of campaigns through the various channels.

At present, the team consists of multiple Email Marketers and/or (junior) CRM Specialists. The Head of Customer Retention is someone who will structure, further develop, and expand the team. They will have direct exposure to Nick and the rest of the MT. Selection is based on the potential to advance to C-level.

LEADERSHIP PROFILE

• Strategist and change agent
• Sparring partner for the MT and strong in stakeholder management

EXPERIENCE

• At least 7 years experience in CRM, email and retention marketing
• Previous work experience in e-commerce

CAPABILITIES

• Technically skilled
• Creative and innovative
• Enterprising