Director Of Customer Experience Jobs (NOW HIRING)

Spring Step Shoes | Direct-to-Consumer Ecommerce

Location: Pompano Beach, FL (On-site)

About Spring Footwear

Since 1991, Spring Footwear has been dedicated to helping people look and feel their best by delivering footwear that combines comfort, quality, style, and value. Through our portfolio of trusted brands-including Spring Step, L'Artiste, Patrizia, Flexus, Azura, and Spring Step Professional-we serve thousands of retail partners while continuing to expand our rapidly growing direct-to-consumer business.

Our mission is simple:

"To develop successful partnerships by creating and delivering the best quality, value, product and service every day."

As our ecommerce business continues to grow, we're looking for an experienced customer growth leader to help build the next phase of our direct-to-consumer success.

About the Role

Spring Step Shoes is seeking a Director of Customer Lifecycle Marketing to lead the strategy that transforms first-time customers into lifelong brand advocates.

This is a highly strategic leadership position responsible for maximizing customer lifetime value across our Shopify ecommerce business through customer lifecycle marketing, CRM, loyalty, retention, customer engagement, community building, and advocacy programs.

You'll own the customer journey after acquisition-from the first purchase through repeat purchases, loyalty, referrals, and long-term brand advocacy-helping build a scalable customer growth engine that delivers measurable revenue and profitable growth.

Reporting to the Director of Ecommerce (DTC), you'll collaborate closely with Ecommerce, Merchandising, Creative, Performance Marketing, Customer Experience, and Operations to create exceptional customer experiences that increase engagement, retention, and lifetime value.

What You'll Do

Lead Customer Growth Strategy

• Develop and execute lifecycle strategies that increase customer lifetime value (LTV), repeat purchases, customer retention, and loyalty.
• Build scalable customer growth initiatives that support long-term ecommerce revenue.
• Identify opportunities to improve customer engagement through personalization and lifecycle optimization.

Own CRM & Lifecycle Marketing

• Lead email, SMS, loyalty, referral, and marketing automation strategies.
• Optimize customer journeys including:
  • Welcome campaigns
  • Post-purchase experiences
  • Cross-sell and upsell programs
  • Win-back campaigns
  • VIP and loyalty initiatives
  • Referral programs
• Continuously test messaging, timing, segmentation, and offers to improve performance.

Build Customer Community & Advocacy

• Grow an engaged customer community through reviews, user-generated content (UGC), referrals, and social engagement.
• Partner with Creative to showcase authentic customer stories and brand experiences.
• Expand customer advocacy initiatives that strengthen brand loyalty.

Lead Creator & Ambassador Programs

• Develop influencer, ambassador, affiliate, and creator partnerships.
• Scale customer referral and VIP programs.
• Measure program performance through engagement, retention, and revenue impact.

Leverage Customer Insights

• Analyze customer behavior, cohorts, lifecycle performance, and retention trends.
• Use data-driven insights to improve personalization, customer experiences, and business growth.
• Build executive dashboards and communicate key customer performance metrics.

Inspire and Develop Teams

• Lead and mentor the CRM/Email Marketing Specialist, Community & Content Manager, and external agency partners.
• Foster a collaborative, customer-first culture focused on innovation, accountability, and continuous improvement.

What Success Looks Like

You'll know you're succeeding when:

• Customer Lifetime Value continues to grow.
• Repeat purchase rates and customer retention improve year over year.
• Email and SMS become major drivers of ecommerce revenue.
• Loyalty and referral programs deliver measurable business impact.
• Customer advocacy and user-generated content continue to grow.
• Customer insights lead to increasingly personalized shopping experiences.
• Spring Step Shoes builds one of the strongest customer communities in the footwear industry.

What We're Looking For

• 8+ years of leadership experience in Customer Lifecycle, CRM, Retention, Loyalty, Growth Marketing, or Customer Engagement within a direct-to-consumer ecommerce business.
• Proven success increasing customer lifetime value, repeat purchases, and retention.
• Hands-on experience with:
  • Klaviyo or similar CRM platforms
  • Email & SMS marketing
  • Marketing automation
  • Customer segmentation
  • Loyalty and referral programs
  • Customer analytics and reporting
  • UGC, influencer, and creator marketing
• Strong analytical mindset with the ability to turn customer insights into business growth.
• Experience leading cross-functional teams and managing agencies or external partners.
• Background in footwear, fashion, apparel, accessories, or consumer lifestyle brands is highly preferred.

Why Join Spring Footwear?

At Spring Footwear, you'll have the opportunity to shape the future of a growing direct-to-consumer business while working with an established company known for quality, innovation, and customer satisfaction.

You'll join a collaborative team where your ideas, leadership, and customer-first mindset will have a direct impact on business growth and the experience of thousands of loyal customers.

If you're passionate about building customer relationships, driving retention, and creating memorable brand experiences, we'd love to hear from you.

We offer:

• Competitive wages and benefits
• Company paid Holidays and Vacation
• Profit sharing program
• Advancement opportunities

Spring Footwear Corp. is an Equal Opportunity Employer. Employment is contingent upon successful completion of applicable background and drug screenings in accordance with Florida Drug-Free Workplace laws.

Apply today and help shape the future of Spring Step Shoes.