We’re on a mission to rally women to embrace the ‘flat’ in flattering and celebrate their bodies exactly as they are. Pepper makes bras that finally fit women who wear AA, A, and B cup sizes.

Pepper

Performance Marketing

Growth Marketing Manager to scale customer acquisition for Pepper's bra brand.

Devise comprehensive strategies on non-social growth channels•Lead day-to-day planning, buying, measuring and optimizing of SEM and Video acquisition efforts•Drive profitable new customer acquisition through conversion-focused influencer partnerships•Monitor, optimize and report on campaign budgets effectively•Own development of high performing, on-brand creative by partnering with Creative•Conduct systematic analyses of campaign performance and landing pages to identify trends•Strategically conduct A/B testing of ads, landing pages, and keywords

Growth Marketing Manager - Paid Search, Video & Affiliates

Customer Success Manager

Manage customer experience operations for a DTC bra brand.

• Oversee daily operations of the CX team, ensuring efficient and effective resolution of customer inquiries and issues.
• Manage department budgets, including forecasting agent hours, building expense models, and optimizing service correlation between contacts, AOV, and UPOs.
• Train, mentor, and develop internal CX agents and BPO agents, providing ongoing coaching and feedback to enhance performance.
• Create , implement and consistently optimize CX policies and procedures to drive customer satisfaction and retention.
• Monitor CX metrics and KPIs, analyzing data to identify trends and areas for improvement; Proactively identify high-volume timeframes based on historical events, and plan team resource needs.
• Collaborate with other departments to streamline processes and enhance the overall customer experience.
• Monitor customer feedback and sentiment, leveraging data analytics to measure and track the effectiveness of the customer care team; Identify opportunities for improvement and provide recommendations to leadership on team resource needs.
• Handle escalated customer complaints and inquiries, resolving issues promptly and effectively.
• Develop and maintain positive relationships with key customers, acting as a primary point of contact for escalations and feedback.
• Stay up-to-date on industry trends and best practices in customer service, continually seeking opportunities for innovation and improvement.
• Evaluate & strategically determine where technology can be utilized to effectively improve the customer experience, while not taking away from personal & emotional touchpoints.
• Develop and implement a comprehensive customer experience strategy, aligning with the company's goals and objectives around customer satisfaction, growth & loyalty.
• Support cross-functional teams to design and deliver seamless customer journeys, from initial contact through post-purchase support.
• Conduct research and gather insights to understand customer needs, preferences, and pain points.
• Champion a customer-centric culture throughout the organization, promoting empathy and advocacy for the customer.
• Serve as a key liaison between the company and its customers, representing the voice of the customer in strategic decision-making processes.

Customer Experience Manager

Marketing

Drive customer retention and loyalty through multi-channel marketing strategies for a DTC apparel brand.

• Lead Pepper’s Email & SMS marketing strategy, managing the briefing and performance of each campaign (both lifecycle triggers and scheduled broadcast messaging) and maximizing the growth and health of our customer file.
• Incorporate print marketing strategies (direct mail, in-box collateral, etc.) into the existing flow of digital touch-points to increase engagement and conversion.
• Spearhead the evolution of our Pepper Perks loyalty program to maximize customer satisfaction and LTV while optimizing ROI.
• Passionate and skilled at turning transactional data into meaningful customer cohorts (e.g. deciles, LTV or RFM tiers, personas, lifecycle stages, etc.) to drive insights to inform new marketing programs and accelerate the growth of our returning customer value to the business.
• Enjoy working cross-functionally with a variety of teams and strategizing new and innovative ways to connect with our customers.
• Own the evaluation and ongoing maximization of value/ROI we derive from each CRM platform/vendors.
• A passionate and thoughtful manager to team member(s) who knows how to inspire individuals to be at their best, and encourage their growth through thoughtful feedback and ongoing coaching/support and advocacy.

Director of Retention Marketing

Growth Marketing

Drive customer growth and retention marketing strategies for an intimate apparel brand.

• Partner with CMO to own Pepper’s multi-million dollar media budget and drive media mix decisions to optimize for the strongest LTV to CAC ratio and ROAS.
• Lead the Growth/Acquisition Marketing team (in-house and agencies) to acquire the highest quality of new customers at the most efficient contribution margin CAC.
• Creative storyteller who knows how to use customer insights and product knowledge to inspire the ongoing creation and testing of new acquisition and retention marketing content.
• Lead the Retention/CRM Marketing team to retain and nurture Pepper customers to become the most loyal advocates of the brand.
• Passionate and skilled at turning transactional data into meaningful customer cohorts to drive insights to inform new marketing programs and accelerate the growth of our new and returning customer value to the business.
• Skillful in working cross-functionally with a variety of teams including Finance, Planning and Merchandising.
• Own the evaluation and ongoing maximization of value/ROI we derive from each Growth & CRM platform and vendors.
• A passionate and thoughtful manager to team members who knows how to inspire individuals to be at their best.

Senior Director of Growth and Retention Marketing

• Brand Leadership: Develop and execute the annual brand strategy, seasonal marketing calendars and campaigns, and act as the primary steward of the brand, ensuring consistency and continuity across all consumer touchpoints
• Brand Evolution: Ideate creative campaigns and content to help tell Pepper’s story in new and interesting ways that drive awareness, affinity and drive high quality customer acquisition and retention
• Product Marketing: Lead product positioning and briefing for all Pepper products, new and existing, to drive successful launches, and growth in hero styles ongoing
• Integrated Marketing: Own the planning and execution for all aspects of consumer communication including messaging, go-to-market strategy, product launches, customer-facing marketing communications and campaigns
• Content Creation: Develop and execute paid and organic content strategy for video, social, email, blog, and in box assets to support Pepper’s mission of changing body standards and inspiring confidence in the world
• Community Building: Turn the passion of our fans and customers into community as a growth channel through scaling ambassadors, online/offline activations and initiatives like the Pepper Startup Grant
• Team Management: Directly lead and manage key teams responsible for social media, influencer marketing, public relations, product marketing and other brand related activities

Director of Brand & Integrated Marketing

Financial Planning and Analysis

• Oversee all financial operations, including Accounting, Payroll, Tax Accounting, and Sales Tax Compliance
• Establish and maintain robust financial controls, policies, and procedures to safeguard assets and ensure compliance with regulations
• Manage cash flow, liquidity, and investment strategies to optimize returns while mitigating risks
• Own relationship with Banks, Credit Card Partners, and insurance providers
• Ensure compliance with financial regulations, laws, and standards, including tax filings and reporting requirements
• Partner with CEO to lead fundraising efforts, including debt and equity financing, to support the company's capital needs and growth goals
• Build and lead a high-performing team, providing mentorship and guidance
• Foster a culture of collaboration, accountability, and continuous improvement
• Promote cross-functional collaboration with other departments to drive efficiency and achieve organizational objectives

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