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Vice President of Customer Insight and Loyalty

Overstock

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We Are Overstock

At Overstock.com, we believe that everyone should “Be You!”. Overstock is a community that upholds a culture of understanding, acceptance, and respect. We believe a person’s individuality is at the core of diversity, and those traits, beliefs, and characteristics should be valued and embraced. Living by this ethos is essential to the success of our business. Our goal is to foster a more diverse environment where every employee visibly demonstrates inclusive behaviors and respect for individuals.

This position is eligible for remote work. Currently we can hire employees in the following states: California, Connecticut, Idaho, Kansas, Maine, Massachusetts, Michigan, Minnesota, New Hampshire, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Rhode Island, South Dakota, Texas, Utah, Washington, Wisconsin, Wyoming. This role will have occasional on site expectations.

Position Summary

The Vice President of Customer Insights and Loyalty is responsible for growing and retaining Overstock’s brand position as a leading eCommerce home goods retailer.  

We are seeking a proven leader to evolve our brand to reach new audiences and continue to delight our loyal customers. This leader has a balance of creative and analytical skills and knows how to build a strategy based on market and customer insights. They see strategies to completion by collaborating with teams and influencing them to work toward Overstock’s acquisition and retention goals. This leader will be responsible for the performance of Overstock’s brand, loyalty, and app programs and will interface with advertising, promotions, content, product, technology, merchandising, public relations, and customer support teams.  

This individual will report to Overstock’s Chief Marketing Officer and will be a strategic, creative, technical, and analytical marketing leader who has extensive experience in large-scale, complex retail environments.   

Job Responsibilities

  • Drive acquisition and retention of customers in loyalty programs including credit card programs and Club O.
  • Collaborate and ensure success of product marketing and promotion/marketing strategies over mobile apps, co-branded and private label credit cards, and Club O.
  • Oversee quarterly roadmap, financial forecasts, and cross-functional orchestrations. Responsible for memberships and revenue of our loyalty program. Responsible for app download growth, active number of users and revenue growth.
  • Oversee customer insights and analytics to develop life-cycle marketing strategies to acquire, retain and reactivate customers to maximize life-time value of our customers.
  • Ensure seamless communication of Overstock’s brand strategy through every customer touch point by collaborating with internal stakeholders 
  • Lead all brand and customer research and analysis activities to support company initiatives, value proposition definition, customer benefit prioritization, and customer experience   
  • Collaborate with other marketing and executive leadership to identify incremental revenue opportunities and strategies 
  • Monitor competitive activities for market share opportunities, and advise executives on insights and strategies 
  • Perform other duties as required and assigned  
Qualifications
  • 10+ years of leadership experience in retail, ecommerce, or CPG industry required 
  • 5+ years of leadership over loyalty programs, retention, and mobile app marketing preferred
  • 5+ years of leadership in customer insights and brand strategy preferred 
  • 5+ years of leadership over financial products such as private label credit cards, alternative payment methods, and/or gift cards preferred
  • Customer-centric approach to understanding how all touchpoints should come together to create a seamless experience for shoppers
  • Ability to leverage large data sets to provide insights that drive customer-centric actions across lifecycle journeys, segmentation strategy, and audience targeting 
  • Advanced understanding of foundational statistical concepts and methods  
  • Ability to measure activities against KPIs to determine success of acquisition, retention, and customer initiatives
  • Ability to collaborate and influence a variety of stakeholders   
  • Team-focused with an ability to establish and maintain effective working relationships with co-workers and business stakeholders  
  • Flexible; welcomes and quickly adapts to change
  • Excellent communication and storytelling skills, both written and verbal  
  • Experience hiring and leading diverse teams 
Who We Are

We’re a passionate group of collaborative problem solvers and creative innovators, working on cutting-edge technology. From building award-winning retail applications (with amazing AR functionality) to creating leading blockchain and machine learning technologies, each of us embodies a unique value and contributes a diverse perspective to the team.

What We Offer
  • 401k (6% match)
  • Flexible Schedules
  • Onsite Health Clinic
  • Tuition Reimbursement, Leadership Development Program, & Mentorship Program
  • Onsite Fitness Center
  • Overstock Women's Network (OWN)
  • And More…
  • Benefits vary based on position, tenure, location, and employee election
Physical Requirements

This position requires you to sit, stand and perform general office functions. You may also be required to lift up to 25 pounds occasionally. Bending, stooping and reaching are also frequently required.

Equal Employment Opportunity

It is our policy to provide equal employment opportunity for all applicants and associates.  This policy includes our commitment to ensure that all employment decisions are made without regard to race, color, religion, gender, national origin, disability, pregnancy, veteran status (including Vietnam era veterans), age, sexual orientation, gender identity, or any other non-job-related characteristic protected by law.

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