Head of Customer Strategy, Fashion (Shopbop & Zappos)

We are seeking a customer obsessed leader to drive Shopbop & Zappos customer strategy. This pivotal role will shape how we understand, engage with, and grow our customer base through data-driven insights and strategic initiatives. You’ll lead a high-impact team focused on translating customer insights into acquisition, engagement, loyalty and retention strategies to drive our customer goals. You will be the voice of the customer in leadership rooms and work closely with cross-functional leaders (e.g., Marketing, Traffic, Tech) to make our company wide efforts targeted and specific to our customer needs.

The ideal candidate embodies both analytical and strategic leadership capabilities. They have a proven track record of translating complex customer data into actionable business strategies, demonstrated through measurable improvements. They should have a collaborative mindset that enables them to work effectively across Marketing, Merchandising, and Technology departments. Their communication abilities should be exceptional, allowing them to influence senior leadership through data-driven presentations and strategic recommendations. Ideally, they will bring relevant experience from the fashion, retail or e-commerce sector, though strong customer strategy experience from other industries would be valuable. Most importantly, they should demonstrate a passion for understanding and enhancing the customer journey, with a proven ability to drive results in areas such as customer acquisition, retention, and loyalty.

Key job responsibilities
Define customer strategy for Shopbop & Zappos to achieve company wide customer goals, increasing new customer conversion, second purchase rates, and loyalty program effectiveness

Lead customer insights/CRM team, providing guidance and mentorship to ensure high-quality outputs.

Develop and execute comprehensive customer strategy based on quantitative and qualitative insights

Partner with marketing and traffic teams to optimize customer communication strategies across channels (email, push, etc.)

Build and maintain strong partnerships with cross-functional teams including Marketing, Merchandising, and Technology

Be the voice of the customer and biggest customer advocate in senior leadership meetings

About the team
The F2 Subsidiary Customer Experience org supports both Zappos and Shopbop, Amazon Fashion subsidiary businesses with teams in New York, NY, Madison, WI, and Las Vegas, NV. We are seeking a head of Customer that will report directly into the Chief CX Officer.