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. Youll 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.

- Experience managing teams
- Experience using data and metrics to drive improvements
- Experience with Excel or Tableau (data manipulation macros charts and pivot tables)
- Experience driving direction and alignment with cross-functional teams
- Bachelors degree
- 8 years of experience in customer strategy CRM strategic management consulting or related field
- Strong strategic thinking problem-solving abilities and data-driven decision-making mindset

- Experience in fashion sports retail or e-commerce
- Usage of generative AI tools to enhance workflow efficiency with a willingness to learn effective prompting and evaluation practices.
- Ability to recognize opportunities where generative AI could enhance products workflows or customer experiences.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $141400/year in our lowest geographic market up to $233800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity sign-on payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.