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VP of Customer Experience

Apply Now Job ID: R0000092838 job family: Advertising & Promotion schedule: Full time Location: 1960 E Grand Ave, El Segundo, California, United States, 90245;
Description:

Brought to life in 1999 by a board-certified dermatologist, Dermstore became a wholly-owned subsidiary of Target in 2013. Sharing the beloved retail brand’s commitment to an elevated and differentiated shopping experience, Dermstore is known for its unparalleled service, product expertise and unique scientific approach to fine cosmetic dermatology products. Today, we offer hundreds of skincare and cosmetic brands, from in-demand professional-strength formulas otherwise only available from a doctor to exclusive spa care, salon-grade, and hard-to-find niche and specialty brands from around the world. Join our team in Los Angeles (near the amazing Dermstore Facial Spa and Shop in Hermosa Beach) where we’re building the future of this innovative, trusted and growing online store as we nurture, inform and grow the largest community of skin health-seekers.

Market Opportunity + Dermstore Vision

The Beauty and Personal Care market is thriving and one of the fastest-growing consumer markets ($80B), driven in particular by the Cosmetics and Skin Care segments. Strong growth is being driven by several factors which include:

  • Generational shift of younger consumers entering the market
  • Digital channels which include social media and eCommerce

Role Detail

Dermstore is looking for a VP - Customer Experience. This is a new role, which was created by growth and will report to CMO. This role will be based in Dermstore’s headquarters, located in El Segundo, CA.

This role will be the advocate of the customer and actively  responsible for creating a delightful and differentiating customer experience across the shopping journey from their Dermstore.com experience, through Customer Service, Email marketing and Loyalty.

The VP of Customer Experience will lead Dermstore’s customer relationship building efforts leveraging data- and customer insights to create a digital shopping experience that integrates content and commerce to help customers confidently buy the perfect products for their evolving skin health.  The VP of Customer Experience is responsible for Dermstore.com site functionality, UX, site merchandising, and related mobile and app experiences.  The role also leads email strategy, the loyalty program, and direct mail strategy, collaborating with the VP of Data Science and Strategy on related targeting and personalization strategies. The VP of Customer Experience will define the experience requirements for fulfillment and customer service, drive cross-fictional alignment on those experience goals, and collaborate with the VP of Operations who will drive the daily operation of those functions.

Roles and Responsibilities

  • Drive positive customer experiences that create customer surprise and delight, conversion to sale, retention and growth; building on insights and the voice of the customer as derived from qualitative and quantitative data.
  • Champion and leverage data sources such as the voice of customer, insights and analytics, emotional and behavioral research, and customer journey mapping, to fully understand our customers’ experience while focusing daily on delivering value to the company, solving customer experience problems and realistically developing new opportunities.
  • Define and execute multi-channel programs designed to convert, retain, and grow Dermstore customers. Provide strategic direction for the tools and technology to support the implementation of these programs. Leverage the work of the Data Science and Strategy team to create personalized marketing and site experiences, and to deliver a loyalty program that delights customers and grows LTV.
  • Leverage the Data Science and Strategy team to develop customer segmentation strategy and a holistic view of the customer sourced from multiple channels. Create marketing programs based on  customer lifecycles, LTV, and personalized segments to be used for both recruitment and re-engagement.
  • Own and optimize the company’s sampling and trial strategy, including BeautyFix, and share performance data to guide merchant team’s brand sample requests. Work with Data Science Team to ensure routine and robust analysis of sampling program efficacy and to define an ongoing test & learn agenda.
  • Own, define and drive KPIs as related to the customer experience (NPS,etc.)
  • Lead internal team and external agencies to create a leading commerce/content/community experience on Dermstore-owned digital properties.
  • Help set the learning agenda for customer insights, and for performance-driven site, email, direct mail, and loyalty marketing, routinely reacting to campaign learnings and results and driving experience and revenue-improving evolution of owned digital properties and overall customer experience.

Requirements

  • 12+ years in CRM, loyalty or customer success, with a focus on driving data-driven and targeted experiences
  • 12+ years experience in consumer products retail eCommerce with a proven track record of increasing profitable sales through UX-driven site design.  Experience integrating commerce and content to increase conversion and engagement a strong plus.
  • Proven ability to drive customer conversion, engagement, and brand love/loyalty.
  • Experience leading and optimizing customer loyalty/retention program.
  • Proven track record of using data-driven site and experience personalization to increase conversion and LTV
  • Strong working knowledge of eCommerce, CRM, and martech platforms
  • Top-notch analytical skills with a proven ability to improve user experience and marketing program relevance and performance via data, testing, and learning.
  • Highly organized self-starter, with a data-driven mentality and a bias towards action.
  • A strong colleague and company advocate who sets an example of professionalism within the company.
  • Sought after builder of staff, and peer mentor.
  • BA/BS-degree is required, a graduate degree is a plus

Americans with Disabilities Act (ADA)

Target will provide reasonable accommodations (such as a qualified sign language interpreter or other personal assistance) with the application process upon your request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please visit your nearest Target store or Distribution Center or reach out to Guest Services at 1-800-440-0680 for additional information.

Target will consider for employment qualified applicants with criminal histories in a manner consistent with the San Francisco and Los Angeles Fair Chance Ordinances.

Americans with Disabilities Act (ADA)

Target will provide reasonable accommodations (such as a qualified sign language interpreter or other personal assistance) with the application process upon your request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please visit your nearest Target store or Distribution Center or reach out to Guest Services at 1-800-440-0680 for additional information.


Target will consider for employment qualified applicants with criminal histories in a manner consistent with the San Francisco and Los Angeles Fair Chance Ordinances.
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  • Marketing, Media and Communications, El Segundo, California, United StatesRemove

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