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Date:  Aug 14, 2022

San Francisco, CA, US, 94105

Senior Director, Retention Marketing

Job ID: 211482 
Location Name: CA-FSC SF Off (0174)
Address: 525 Market St, 4th Floor, San Francisco, CA 94105, United States (US)
Job Type: Full Time
Position Type: Regular
Job Function: Marketing
Remote Eligible: Hybrid Schedule 

Company Overview:
Sephora has been changing the face of prestige cosmetics since its debut in 1970s Paris. Sephora was acquired by luxury group Moët Hennessy Louis Vuitton (LVMH) in 1997, then launched stateside in 1998 and is currently home to 300+ world-class brands - including its private label, Sephora Collection. Sephora’s curated assortment features more than 14,000 products, including makeup, skincare, perfume, hair care, body care, professional tools, and more.


In Sephora Americas, we belong to something beautiful. With a continued focus on diversity, equity, and inclusion, we seek ways to create a sense of belonging where people can be their authentic selves. We embrace our unique talents and are proud of the passionate community we’ve built. With leaders who listen and inspire, everyone is encouraged to be their best. Reimagine your future, with Sephora.


Your role at Sephora...

As our Senior Director of Retention Marketing, you will lead the strategy, roadmap, and execution for Sephora’s email, mobile messaging, as well as retention marketing operations team. This position reports to the SVP, Personalization & Performance Marketing and is a critical leader in enabling Sephora’s Personalization, CRM and Loyalty initiatives. The role is focused on developing and deploying lifecycle marketing strategies to drive overall client retention and revenue goals. This is a fast-paced leadership role leading dynamic marketing initiatives as well as a large, highly cross-functional, and results-oriented team.


Responsibilities include:

  • Define retention marketing vision as well as strategies to drive channel growth, innovation, and improved automation
  • Grow email (broadcast, behavioral, triggered & transactional) and mobile messaging (app push, web push, SMS) programs to drive client revenue, engagement and lifetime value as well as reinforce Sephora brand positioning
  • Oversee email and mobile messaging calendar strategy & planning to ensure team delivers revenue goals while also balancing a holistic view of client touchpoints across broadcast/Sephora POV and triggered/personalized campaigns
  • Oversee Retention operations function (e.g. segment builds, dynamic content, waterfalling, sequencing and QA), with complex campaign development
  • Support operational excellence initiatives to optimize workflow processes with cross-functional partners (Marketing, Analytics, Promotions and Technology) and deliver the optimal client experience (e.g. accurate linking, product availability, legal disclaimers) for both US & Canada
  • Oversee development of comprehensive direct mail vehicle strategy, identification of channel optimization opportunities, analysis of audience overlaps and point of contact for troubleshooting
  • Identify, select & implement strategic partner roadmap to enable more personalized email and mobile communications; partner with new and existing vendors to enhance current capabilities around audience targeting, content personalization, AI, predictive modeling and machine learning
  • Own and manage strategic relationships with key technology vendors (i.e. ESP & mobile messaging platforms, deep-linking, location based services, etc.)
  • Partner with Product Management, Engineering and CRM teams to define business requirements for overall CRM and retention marketing technology stack
  • Support SCRUM & agile mindset by partnering with CRM team to identify key client priorities and build testing agenda against these priorities; define how to scale winners in retention channels
  • Efficiently respond to business needs through email/mobile marketing channels based on an ongoing understanding of current business trends and channel performance
  • Develop a team culture and rigor around hindsighting, reading and reacting to channel performance and client engagement trends; leverage insights for desired business goals
  • Forecast, prepare and manage total retention financial objectives as well as budgets
  • Manage team of 20+, including 3 direct reports with a focus on coaching, developing & retaining high performing talent
  • Build strong cross functional relationships with key business partners including Tech, Merchants, Promo, Loyalty, CRM, Analytics, Client Experience, and other digital marketing channels to socialize channel strategy, priorities, and goals to ensure cross-functional alignment and effective performance management
  • Actively partner with cross-functional team to move forward company initiative to increase automation and personalization, supporting change management and the most effective evolution of team processes
  • Oversee the activation for Omni, Store Digital and Client Services campaigns to deliver exceptional client experience via real time messaging and triggered campaigns
  • Demonstrate our Sephora values: Passion, Innovation, Expertise, Balance, Respect, Teamwork, and Initiative.


We would love to hear from you if you meet the following:

  • 12+ years of relevant digital marketing and/or GM experience, including responsibility for channel or business unit performance metrics
  • Proven strategic thinking, analytical, data interpretation, and problem-solving skills
  • Deep experience navigating sophisticated MarTech stack with the ability to understand complex platform, system, and data interdependencies
  • A stellar track record of building, launching, and scaling new features & functionality with internal & external technology partners
  • Comfortable with ambiguity and can be a change agent during technology & process transformation
  • Passion for using data to drive decisions and ensure the best possible experience to Sephora clients
  • Familiarity with KPIs and analytical experience to identify key insights (wins, opportunities)
  • Strong organizational, time management, and problem-solving skills
  • Self-starter with high degree of motivation.  Ability to prioritize and manage multiple projects simultaneously, plus ability to prioritize most important initiatives for the team
  • Outstanding interpersonal skills: ability to develop and maintain effective relationships with business partners at all levels
  • Experience coaching & managing multiple direct reports, partnering on development plans
  • Excellent written, verbal and presentation skills to executive level partners
  • High proficiency of Microsoft applications (Excel, Word, PowerPoint), Smartsheets, Adobe Analytics #LI-SCR

While at Sephora, you’ll enjoy...

  • Meaningful Rewards: Sephora offers comprehensive medical benefits, generous vacation and holiday time off, an employee discount, free beauty product gifts from brand partners, and so much more. Details about our company benefits can be found at the following link:
  • Diversity, Inclusion & Belonging: We pledge to create a beauty community where everyone’s uniqueness is celebrated, respected, and honored. We will drive diversity, equity, and inclusion in all aspects of our business—ensuring that our employees, brand partners, suppliers, and our clients feel a sense of belonging in store, online, and in our workplaces. We believe in demonstrating our values with action!
  • Beauty & Beyond: Every day we reimagine beauty, discover new brands, and influence positive change. Together we inspire our clients, empower people, and help them become the best versions of themselves. We think this is beautiful.
  • Endless Evolution: You will learn with innovators, artists, and experts in every field. As our business evolves, so will you. Here, you’re empowered to choose your own path, accelerate your growth, and be your best. As part of our family and the LVMH community, your options are endless.
  • Creativity Unleashed: At Sephora, you’re encouraged to explore, innovate, and have funwhile working with diverse clients, teams, and leaders. You won’t just partner with iconic brands; you’ll help build them. We value your curiosity, your drive for success, and the emotional connections you make. Together we’re defining the future of beauty.
  • Bold Authenticity: Being bold and different has made us a global beauty and retail leader. At Sephora, we celebrate diversity, embrace your unique and winning spirit, and believe that real beauty is being authentically you.You are what sets us apart.


As a condition of employment, Sephora requires all newly hired employees to be fully vaccinated against COVID-19 by their start date unless they have requested and received an exemption due to a qualifying medical condition, a sincerely held religious belief or practice, or a requirement by law.


Sephora is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis ofrace, religion, color, national origin, ancestry, citizenship, gender, gender identity, sexual orientation, age, marital status, military/veteran status, or disability status. Sephora is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.


Sephora will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.

Nearest Major Market: San Francisco
Nearest Secondary Market: Oakland

Job Segment: Senior Product Manager, Channel Marketing, Performance Management, Product Manager, Operations, Marketing, Human Resources

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