Customer Engagement Coordinator

Rylee and Cru Collective; San Diego (CA); On-site; USD 55,000 - 65,000; Full time

Job summary

Rylee + Cru Collective is seeking a Customer Engagement Coordinator to design and execute customer programs across loyalty, VIP, community, Gift With Purchase and app adoption. You will work with the Retention Marketing Manager to drive engagement, deepen relationships and encourage repeat purchases across brands such as Rylee + Cru, Quincy Mae and Noralee.

You will manage day-to-day loyalty execution, develop education and engagement opportunities, and optimize customer experiences across

Qualifications

• Strong project management and organizational skills with excellent attention to detail.
• Excellent written communication and ability to maintain a customer-facing brand voice.
• Customer-focused mindset with interest in loyalty, community and engagement.
• Ability to review basic performance data and customer feedback for insights.
• Comfortable collaborating across multiple teams and managing priorities.
• Proactive, creative, and eager to explore new ideas and platforms.

Responsibilities

• Coordinate day-to-day execution of loyalty and VIP programs across three brands, including offers, benefits, tier incentives, exclusives, early access and surprise-and-delight moments.
• Develop and coordinate customer engagement programs such as Gift With Purchase to strengthen loyalty and repeat purchases.
• Maintain and optimize customer-facing loyalty experiences with Ecommerce, proposing ideas to boost participation and tier progression.
• Coordinate program setup, timelines and cross-functional execution, supporting evolving retention roadmap.
• Support resale adoption by creating education and engagement opportunities across loyalty, VIP and community touchpoints.
• Manage programming for Facebook Insiders and other existing-customer communities with sneak peeks, polls and product feedback.
• Develop app engagement programs with app-exclusive offers, early access and incentives to download and use the app.
• Collaborate on push communications and app shopping experience with Lifecycle Marketing Coordinator and Ecommerce.

Job description

Reports To: Retention Marketing Manager

Department: Ecom

Collaborates Closely With: Customer Experience, Marketing, Social, VIP/loyalty, Community

Salary Range: $55k-$65k

Location: San Diego, CA (On-Site, Full Time)

Role Description

The Customer Engagement Coordinator supports the development and day-to-day execution of customer programs across Rylee + Cru, Quincy Mae and Noralee, with a focus on strengthening customer relationships, increasing engagement and supporting long-term loyalty.

This role brings customer engagement strategies to life across loyalty, VIP, community, Gift With Purchase and app adoption , creating meaningful experiences and benefits for our most engaged customers. Working closely with the Retention Marketing Manager, this person will coordinate programs from ideation through execution, monitor performance and customer feedback, and identify new opportunities to deepen engagement and encourage repeat purchase.

Key Responsibilities

Customer Loyalty & Engagement Programs

• Manage the day-to-day execution of loyalty and VIP programs across all three brands, including offers, benefits, tier incentives, exclusives, early access and surprise-and-delight moments.
• Develop and coordinate customer engagement programs, including Gift With Purchase and other perks or experiences designed to strengthen loyalty and encourage repeat purchase.
• Maintain and optimize customer-facing loyalty experiences in partnership with Ecommerce, bringing forward ideas to increase participation, engagement and tier progression.
• Coordinate program setup, timelines and cross-functional execution, and support new customer programs as the retention roadmap evolves.
• Support resale adoption by developing customer education and engagement opportunities, leveraging community, loyalty, VIP and other customer touchpoints to increase awareness and participation.

Community & App Engagement

• Manage programming and engagement for Facebook Insiders and other existing-customer communities, including sneak peeks, polls, product feedback, exclusives and other opportunities for participation.
• Partner with Social and Brand Marketing to align community programming with broader brand initiatives while maintaining a distinct focus on existing customers.
• Develop and execute programs that increase app adoption and ongoing engagement, including app-exclusive offers, benefits, early access and other incentives to download and return to the app.
• Partner with the Lifecycle Marketing Coordinator on push communications and Ecommerce on the app shopping experience.

Customer Feedback, Surveys & Reviews

• Manage customer survey and feedback programs, including post-purchase surveys and other ongoing or ad hoc research initiatives.
• Drive review collection, partnering with the Lifecycle Marketing Coordinator to optimize review requests, timing, messaging and incentives.
• Identify and test new opportunities to increase survey and review participation and improve the quality of customer feedback.
• Analyze surveys, reviews and community conversations to identify customer trends, needs and opportunities.
• Partner with Customer Experience to connect scalable customer feedback with direct Voice of Customer insights.
• Reports to the broader organization as the voice of the customer consistently giving feedback

Program Performance & Optimization

• Monitor performance across loyalty, VIP, community, GWP, app engagement, surveys and review collection to understand participation and business impact.
• Track key program KPIs and share insights, opportunities and recommendations with the Retention Marketing Manager.
• Use customer behavior, feedback and program performance to recommend tests, new benefits and engagement opportunities.
• Maintain program calendars and documentation while coordinating priorities across Ecommerce, Marketing, Creative, Merchandising and Customer Experience.

Qualifications

• Strong project management and organizational skills with excellent attention to detail.
• Strong written communication skills and an ability to communicate in a customer-facing brand voice.
• Customer-focused mindset with an interest in loyalty, community and customer engagement.
• Ability to review basic performance data and customer feedback and identify key takeaways.
• Comfortable collaborating across multiple teams and managing competing priorities.
• Proactive, creative and eager to bring forward new ideas and learn new platforms.

Bonus Qualifications

• Previous work experience in ecommerce, marketing, customer experience, community or a related field.
• Familiarity with Shopify, loyalty platforms, survey tools or other ecommerce technology.
• Background or interest in DTC apparel, children’s, lifestyle or consumer brands.
• Familiarity with loyalty, community, app engagement, surveys or review programs.