SVP, Marketing & Customer Experience

New York, United States Full-time

Rockets of Awesome is reinventing what it means to be a modern childrenswear brand. As a digital-first, direct-to-consumer, vertical brand, Rockets of Awesome is forever changing the way parents shop for kids clothing. The first of its kind, Rockets of Awesome is the only children’s brand built to serve the needs of both parents and kids – from the digital and physical customer experiences to the clothing; every touchpoint has deep consideration for both constituents.

Rockets of Awesome offers customers a multi-channel shopping experience through e-commerce and a subscription offering. Additional shopping channels (like physical retail) to come as the business grows. The business model is sustainably advantaged, with a vertical supply chain and a one-of-a-kind serial founding team.

 

Role and Responsibilities

Based in New York and reporting to the COO, the SVP of Marketing & Customer Experience will have responsibility for building a best-in-class direct-to-consumer online business for Rockets of Awesome that educates, entertains, and drives digital revenue. She/he will own all customer touchpoints and lead a multi-disciplinary, fullfunnel team including marketing strategy, growth and performance marketing, brand marketing, customer lifecycle, digital product,creative, and business insights & analytics. This leader will have strong cross-functional partners in apparel, engineering, merchandising and operations, and will unite the efforts of all teams to improve customer conversion and digitally-generated revenue with a data-driven, test-and-learn mentality.

 

Responsibilities include the following areas:

 

  • Leadership and General Management:

 

      • Lead and execute Rockets’ direct-to-consumer strategy. Build the infrastructure, execute against a defined roadmap, and own the digital P&L
      • Facilitate the recruitment and professional development of high caliber employees, building a winning culture of collaboration and success
      • Instill a fun, entrepreneurial and ownership-driven culture for all employees

 

  • Marketing Excellence:

 

      • Balance performance marketing and brand marketing cultures, build a team that does both exceptionally well
      • Lead and support team with growth marketing strategies that leverage Rockets’ brand strengths using content, partnerships, subscriptions, and customer lifecycle marketing
      • Build and execute a direct response customer acquisition strategy across all channels
      • Create an annual e-Commerce marketing calendar and drive the creation of digital content to coincide with it. Ensure content is “always-on” and tailored by channel
      • Create strategies to emotionally connect with the customer and tactics or programs that drive viral WOM customer behavior
      • Manage a marketing team of 4, led by a Senior Director

 

  • Digital Product & E-commerce:

 

      • Own website-generated revenue and customer conversion, employ a data-driven approach to funnel optimization
      • Lead strategy and roadmap around digital customer experience in partnership with product and engineering teams
      • Deliver a strategy that aligns with company-wide goals, strengthens the digital brand, and drives revenue
      • Grow Rockets’ active user database significantly in the first 12 months and develop best in class strategies for engagement and retention
      • Work with merchants to partner on visual merchandising and a merchandising assortment strategy
      • Manage a digital product team of 2-3, led by a Director

 

  • Creative:

 

      • Develop and articulate the creative vision and visual identity for the brand across all channels and platforms
      • Provide leadership to ensure the brand stays true to its core values while still generating excitement and relevance across multiple marketing touch points
      • Develop 360° brand experiences and creative strategies that deliver on the overall marketing objectives
      • Oversee the creative development for all consumer-facing communication
      • Manage a creative team of 5, led by a senior Creative Strategist

 

  • Customer Experience:

 

    • Owns the end-to-end Rockets customer journey, experience efforts, and programs at each touchpoint to maximize acquisition and retention
    • Use both qualitative and quantitative customer behavior data to influence and support strategies and tactics
    • Achieve weekly and monthly KPIs regarding NPS, retention metrics, and lifetime value
    • Ensure consistent and compelling brand usage across all properties and work to ensure a strong branded experience
    • Provide strategic guidance and cross-functional alignment to an operationally-focused Director who leads a team of 7 full-time employees

 

Professional Qualifications

  • 10+ years of experience building profitable, multi-channel eCommerce businesses. Must have led scaling from small ($0-$20M) to multiples larger in a 2-4 year timespan
  • Prior ownership of full P&L within an ecommerce platform (revenue, full marketing and creative budget, end-to-end team from marketing to digital product, team) is a must
  • Experience cultivating a highly branded online customer experience, and has led the collaboration and work within brand parameters with a Creative team
  • Sophisticated knowledge of performance marketing tactics for customer acquisition, retention, and lifecycle management with very little discounting
  • Proven success as a strong general manager, leader, and coach/mentor with organizational design, team-building, and recruiting experience
  • Highly analytical; able to make data ­driven decisions and establish effective metrics to approach marketing strategy & spend
  • Experience partnering with product, technology and engineering teams
  • Prior experience with a customer-focused brand and/or retailer, or comparable knowledge of (and interest in) the space

 

Personal Characteristics

  • Outstanding leadership and people management skills with the ability to successfully motivate and challenge a team of talented and creative team members at all levels of the organization
  • Action-oriented self-starter who can set strategy and drive execution with a “roll up the sleeves” approach. Entrepreneurial and ambitious with a “can-do” mentality
  • Rigorous and proven business leading skills
  • Strong conflict resolution skills, creative problem solver, and detail oriented
  • An innate love for and understanding of brand and its purpose within a commercial organization
  • Passionate about the brand with a deep appreciation for the product and understanding of the customer’s emotional experience