Manager, Enterprise CRM-Retention Marketing - 1-800-Flowers Family of Brands

1-800Flowers.com, Inc has consistently been at the forefront of innovation and customer experience for the last 40 years. This exciting and impactful role powers the growth of our Loyalty and Retention programs across the Enterprise, including 1-800-Flowers, Harry & David, Cheryl’s Cookies, Personalization Mall, The Popcorn Factory, Shari’s Berries and more.



We are seeking an experienced lifecycle marketing specialist to manage CRM programs that aim to nurture and retain our high-value customers. The successful candidate will be the business owner for omni-channel CRM initiatives working collaboratively with multiple cross-functional partners. This role acts as a functional expert and is responsible for campaign planning, execution, and measurement in support of VIP customer contact strategies. The ideal candidate will understand and optimize this valuable customer segment and identify opportunities to personalize experiences at each life stage to drive lifetime value.



We are looking for a passionate champion of the customer with ability to help conceive of ideas AND identify creative pathways to quickly bring loyalty experiences to life. You understand the intricacies and unique attributes of the retention funnel and are ready to roll up your sleeves and take action.



Responsibilities:


* Manage VIP customer file; responsible for developing and implementing strategies to achieve retention KPIs (frequency, AOV and CLV).
* Day-to-day execution and measurement of lifecycle marketing journeys and campaigns aimed across multiple channels (email, direct mail, SMS/push, on-site messaging, call campaigns) – from brief submission to senior level read-outs.
* Responsible for developing and managing a comprehensive marketing plan including collaboration with cross-functional teams to develop key messaging points and direct response creative across mediums that support retention goals.
* Drive against a constant and iterative test agenda to determine effectiveness and inform future marketing plans; scale programs based on test results.
* Master our marketing tools to leverage their full capacity across our digital channels.
* Constantly stay informed with best-in-class retention practices and ensure all marketing efforts are compliant with internal guidelines, industry benchmarks, and legal regulations, including CAN-SPAM and CCPA.
* Create relevant reporting and analytics which provide insight into issues and opportunities leading to action; read-out results to leadership to track program performance.

The expected salary for this position is $85,000 - $110,000. The actual compensation will be determined by experience and other factors permitted by the law.




* Bachelor's degree in Business, Marketing, eCommerce or related field
* 5-6 years of progressive experience in CRM, email marketing or related disciplines; previous retail experience strongly preferred
* Proficient in email marketing platforms (Salesforce Marketing Cloud), analytic tools (Google Analytics/G4, Tableau), and best practices/industry benchmarks
* Solid analytical acumen, communication and presentation skills required
* Individual must be self-motivated, highly organized and able to multitask in a fast-paced environment while meeting numerous daily deadlines
* Must be able to partner cross functionally; highly collaborative with ability to navigate a matrixed organization
* Growth mindset; enthusiasm for learning new tools and problem-solving
* CDP experience is a plus

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled