Rent the Runway is hiring a

Director, Customer Insights

Secaucus, United States

About Us: 

 

Described by Forbes as “Tech’s Next Billion Dollar Star,” Rent the Runway is set to disrupt the $1.7T Global Fashion Industry by ensuring that rental is a habitual, convenient, daily part of getting dressed. We believe that every woman in the U.S. and soon every woman in the world, should have a subscription to fashion that is powered by a mobile-first experience, aided by top-notch customer service and serviced by omni-channel capabilities. We also believe that fashion is an industry that should be democratized by giving everyone access to the real thing and the associated feelings of self-confidence that comes with. Since our launch in late 2009, we have raised over $125MM and built a transformative business model, proprietary technology all coded in-house, a unique reverse-logistics operation and one of the most beloved brands on earth. 5MM women in the U.S. are members of our community - many have used Rent the Runway for some of the most important events in their lives. We have also launched a foundation to support female entrepreneurship and help women build scalable businesses. There is a revolutionary spirit in our founding DNA that permeates to our culture today. Our team is smart, aggressive, entrepreneurial and ready to continue challenging old systems and rewriting new rules.

Customer Insights is the heart and foundation of Rent the Runway. CI lives the number one core value daily and does everything they can to deliver “Cinderella experiences” to RTR customers. 

Position Overview:

The Director of Customer Insights has direct influence on the daily operations of the Customer Insights team. You will be responsible for being a fearless leader of the department and ensuring highest efficiency levels, which contribute to the larger goals for the Customer Insights team. You will be the expert in all Customer Insights systems, processes and technology so that the team is running like a well-oiled machine and ready for any challenge or change. You will be on the front lines setting the prime example or performance in each channel and working closely with the Senior Manager of Customer Insights to help identify improvement opportunities.

You will be responsible for managing multiple direct reports, who are on the Customer Insights management team in addition to analyzing and evaluating team performance. The combination provides for a fast paced, high-energy opportunity to leverage your prior experience in our environment. 

Responsibilities:

  • Works closely with existing the Senior Manager of Customer Insights to help identify improvement opportunities
  • Works cross functionally with departments including Operations, Product, Marketing, Fashion, HR, etc.
  • Manages multiple direct reports who are on the CI management team including evening team, part time team, work from home team and outsourced team managers (each of these managers have between 10-15 direct reports)
  • Maintains a comprehensive KPI reporting strategy that enables direct reports to analyze and evaluate their team's performance and drive maximum results
  • Establishes remote teams for the department including work from home and part time teams
  • Spearheads outsourcing as an initiative for the CI team including the execution of training and on-boarding (some travel involved)
  • Contributes to CI's culture and morale initiatives including challenging yet motivating incentives to drive excellent performance
  • Plays an active role in recruitment, on-boarding and training for the Customer Insights team

Qualifications:

  • BA/BS plus at least 5-7 years of relevant experience
  • Experience in a call center/start up environment is a plus
  • Must be flexible in order to respond quickly and positively to shifting demands and opportunities; ability to work under tight deadlines and plan, organize and carry out multiple, detailed tasks
  • Analytically sound with experiencing creating a framework for assessing, measuring and tracking success
  • Excellent verbal and written communications skills
  • Proficiency in MS Office, Excel