Shopbop and Zappos, two Amazon Fashion subsidiaries, is seeking a strategic, data-driven Customer Engagement Leader to develop and execute unified loyalty and engagement strategies across Shopbop and Zappos. This role will oversee customer loyalty programs, personal shopping services, and Amazon Prime integration while driving initiatives that build customer retention and deliver profitable growth for both businesses. This position requires a leader who can combine analytical rigor with creative thinking to enhance customer experiences across two distinct fashion businesses, leveraging insights from each to drive innovation and growth.
The ideal candidate will be customer-obsessed, comfortable with ambiguity, and experienced in developing engaging loyalty programs that drive measurable business results. This role sits at the intersection of customer experience, data analytics, and strategic planning, requiring both technical proficiency and deep understanding of fashion customer behavior. The position reports to senior leadership and partners with cross functional teams across loyalty programs and personal shopping services
Key job responsibilities
• Drive strategic vision for customer engagement that aligns with business goals while staying ahead of industry trends in loyalty programming and personalized service
• Design and implement effective customer loyalty strategies across both businesses, including Amazon Prime
• Partner with and influence Product, Marketing, Tech, and Customer Service teams on new engagement features and customer experience initiatives
• Establish and track key performance metrics for customer retention, satisfaction, and program effectiveness
• Lead data analysis and testing initiatives to optimize customer engagement strategies and identify growth opportunities
• Build and maintain strategic relationships across both businesses, fostering cross-functional collaboration
• Deliver weekly, monthly, and annual business reviews to senior leadership
• Participate in forward-planning and long-term strategy decisions
