Director, CRM

Freedom Living co.; Jericho (NY); On-site; USD 160,000 - 180,000; Full time

Benefits offered by this job

Unlimited PTO

30% discount on brands

Medical insurance

Vision insurance

401(k)

Disability insurance

Job summary

1-800-FLOWERS.COM, INC. seeks an experienced Director of CRM Activation & Production to translate CRM strategy into coordinated, executable communications across Email, SMS, Push and Direct Mail.

This role sits at the intersection of CRM strategy, brand marketing, creative, merchandising and CRM operations. The leader will own end-to-end activation and production, translating campaigns into actionable briefs and production plans, coordinating cross-functional inputs, and ensuring timely

Qualifications

• Bachelor’s degree or equivalent experience.
• 6-10 years of experience in CRM, lifecycle marketing, marketing operations or campaign production, with increasing leadership responsibility.
• Proven experience leading high-volume, multi-channel CRM activation and production across Email, SMS, Push and/or Direct Mail.
• Strong understanding of the end-to-end CRM campaign lifecycle, from strategy and briefing through creative development, audience readiness, production, QA and deployment.
• Experience managing complex cross-functional workflows, calendars, dependencies and approvals across Marketing, Creative, Merchandising, Operations and Technology teams.
• Strong understanding of audience segmentation, targeting, personalization, dynamic content and contact strategy.
• Experience working with CRM and marketing automation platforms such as Braze, Salesforce Marketing Cloud or equivalent.
• Proven ability to establish and improve production processes, governance, SLAs and operating models that increase speed, quality and efficiency.
• Strong project and program management skills with the ability to manage multiple brands, channels, campaigns and competing priorities simultaneously.
• Experience using performance data and operational metrics to identify bottlenecks and improve production efficiency and speed-to-market.
• Excellent communication and stakeholder-management skills, with the ability to influence and drive accountability across teams without direct authority.
• Strong attention to detail combined with the ability to understand broader commercial objectives and customer experience implications.
• Experience managing teams and developing talent.
• Direct Mail audience strategy/production/measurement experience preferred.
• Retail, eCommerce, Direct-to-Consumer and/or multi-brand experience preferred.

Responsibilities

• Translate CRM strategies and promotional plans into clear, executable cross-channel activation plans across Email, SMS, Push and Direct Mail.
• Own the end-to-end production process from approved strategy through deployment readiness.
• Develop campaign briefs and production requirements, including audience, offer, messaging, creative, personalization, channel and timing requirements.
• Ensure all inputs and approvals are complete before programs move into CRM Operations for build, QA and deployment.
• Coordinate changes, dependencies and issue resolution throughout the production lifecycle.
• Translate promotional calendars into coordinated Email, SMS, Push and Direct Mail production plans.
• Ensure consistency of offers, messaging, audiences and timing across channels.
• Identify opportunities to coordinate communications and reduce unnecessary customer contact or channel conflicts.
• Partner with CRM Strategy lead to operationalize targeting, cadence and contact strategies.
• Maintain visibility to activation dependencies, milestones and launch readiness across brands and channels.
• Establish and manage standardized intake, briefing, approval and handoff processes.
• Own master production calendars, timelines and key milestones.
• Establish clear roles, responsibilities and SLAs across Strategy, Creative, Merchandising, Operations and other partners.
• Identify production risks and escalate issues that could impact timing, quality or revenue.
• Continuously simplify and improve activation workflows to increase speed-to-market and team capacity.
• Partner with CRM Operations to continuously improve handoffs, templates and execution processes.
• Partner with Brand, Creative and Merchandising teams to translate campaign strategy into channel-ready creative and content requirements.
• Coordinate asset development, approvals and delivery across Email, SMS, Push and Direct Mail.
• Ensure creative and content are aligned to channel strategy, customer targeting and promotional objectives.
• Drive reuse and modularity where appropriate to improve production efficiency.
• Coordinate Direct Mail programs from approved circulation and targeting strategy through production and in-home execution.
• Manage production timelines, creative requirements, print/vendor coordination and key milestones.
• Partner with CRM Strategy on circulation plans and with external/internal partners on production execution.
• Ensure Direct Mail is integrated into the broader CRM activation calendar.
• Establish activation and production KPIs and monitor workflow performance.
• Identify bottlenecks and opportunities to automate or eliminate manual work.
• Improve production predictability, capacity planning and speed-to-market.
• Partner with CRM Operations to continuously improve handoffs, templates and execution processes.

Skills

CRM strategy

Multi-channel activation

Project management

Cross-functional leadership

Stakeholder management

Education

Bachelor’s degree or equivalent experience

Tools

Braze

Salesforce Marketing Cloud

Job description

AbouttheRole

Weareseekinganexperienced,highlyorganizedandexecution-orientedDirector,CRMActivation&ProductiontoleadthetranslationofCRMstrategyintocoordinated,executablecustomercommunicationsacrossEmail,SMS,PushandDirectMail.

ThisrolesitsattheintersectionofCRMstrategy,brandmarketing,creative,merchandisingandCRMoperations,ensuringthatpromotionalstrategiesmoveseamlesslyfromplanningthroughproductionanddeployment.

Therolewillowntheend-to-endactivationandproductionprocessacrossCRMchannels—translatingcampaignstrategiesintoactionablebriefsandproductionplans,coordinatingcross-functionalinputs,managingcalendarsandworkflow,andensuringprogramsarereadyforaccurateandtimelyexecutionbyCRMOperations.

Thisleaderwillcreatetheoperatingdisciplinerequiredtoincreasespeed,improvequalityandenableCRMStrategyteamstospendmoretimeonstrategy,performanceandoptimization.

RoleResponsibilities

CRMActivation&ProductionManagement

• TranslateCRMstrategiesandpromotionalplansintoclear,executablecross-channelactivationplansacrossEmail,SMS,PushandDirectMail.
• Owntheend-to-endproductionprocessfromapprovedstrategythroughdeploymentreadiness.
• Developcampaignbriefsandproductionrequirements,includingaudience,offer,messaging,creative,personalization,channelandtimingrequirements.
• EnsureallinputsandapprovalsarecompletebeforeprogramsmoveintoCRMOperationsforbuild,QAanddeployment.
• Coordinatechanges,dependenciesandissueresolutionthroughouttheproductionlifecycle.
• TranslatepromotionalcalendarsintocoordinatedEmail,SMS,PushandDirectMailproductionplans.
• Ensureconsistencyofoffers,messaging,audiencesandtimingacrosschannels.
• Identifyopportunitiestocoordinatecommunicationsandreduceunnecessarycustomercontactorchannelconflicts.
• PartnerwithCRMStrategyleadstooperationalizetargeting,cadenceandcontactstrategies.
• Maintainvisibilitytoactivationdependencies,milestonesandlaunchreadinessacrossbrandsandchannels.

ProductionWorkflow&Governance

• Establishandmanagestandardizedintake,briefing,approvalandhandoffprocesses.
• Ownmasterproductioncalendars,timelinesandkeymilestones.
• Establishclearroles,responsibilitiesandSLAsacrossStrategy,Creative,Merchandising,Operationsandotherpartners.
• Identifyproductionrisksandescalateissuesthatcouldimpacttiming,qualityorrevenue.
• Continuouslysimplifyandimproveactivationworkflowstoincreasespeed-to-marketandteamcapacity.

Creative&ContentCoordination

• PartnerwithBrand,CreativeandMerchandisingteamstotranslatecampaignstrategyintochannel-readycreativeandcontentrequirements.
• Coordinateassetdevelopment,approvalsanddeliveryacrossEmail,SMS,PushandDirectMail.
• Ensurecreativeandcontentarealignedtochannelstrategy,customertargetingandpromotionalobjectives.
• Drivereuseandmodularitywhereappropriatetoimproveproductionefficiency.

DirectMailProduction

• CoordinateDirectMailprogramsfromapprovedcirculationandtargetingstrategythroughproductionandin-homeexecution.
• Manageproductiontimelines,creativerequirements,print/vendorcoordinationandkeymilestones.
• PartnerwithCRMStrategyoncirculationplansandwithexternal/internalpartnersonproductionexecution.
• EnsureDirectMailisintegratedintothebroaderCRMactivationcalendar.

OperationalExcellence

• EstablishactivationandproductionKPIsandmonitorworkflowperformance.
• Identifybottlenecksandopportunitiestoautomateoreliminatemanualwork.
• Improveproductionpredictability,capacityplanningandspeed-to-market.
• PartnerwithCRMOperationstocontinuouslyimprovehandoffs,templatesandexecutionprocesses.

Featuredbenefits

• Unlimited PTO
• 30% discount on our family of brands
• Medicalinsurance
• Visioninsurance
• 401(k)
• Disabilityinsurance

*Exactbenefitterms,conditions,andeligibilityrequirementsaregovernedbyofficialplandocumentsandapplicablelaw.TheCompanyreservestherighttomodify,amend,orterminatebenefitplansandprogramsatanytime.

The expected range for this position is $160,000-180,000 annually. Actual compensation will be determined based on experience, skills, internal equity, and other factors permitted by law.

To support our commitment to being an employer of choice, we offer comprehensive and competitive health, wellness, and additional benefits to eligible full-time team members. Benefit eligibility may vary based on location, average hours worked, and length of service.

Requirements

You Need

• Bachelor’s degree or equivalent experience
• 6-10 years of experience in CRM, lifecycle marketing, marketing operations, integrated marketing or campaign production, with increasing leadership responsibility
• Proven experience leading high-volume, multi-channel CRM activation and production across Email, SMS, Push and/or Direct Mail
• Strong understanding of the end-to-end CRM campaign lifecycle, from strategy and briefing through creative development, audience readiness, production, QA and deployment
• Demonstrated ability to translate marketing and commercial strategies into clear, executable production plans and requirements
• Experience managing complex cross-functional workflows, calendars, dependencies and approvals across Marketing, Creative, Merchandising, Operations and Technology teams
• Strong understanding of audience segmentation, targeting, personalization, dynamic content and contact strategy
• Experience working with CRM and marketing automation platforms such as Braze, Salesforce Marketing Cloud or equivalent
• Proven ability to establish and improve production processes, governance, SLAs and operating models that increase speed, quality and efficiency
• Strong project and program management skills with the ability to manage multiple brands, channels, campaigns and competing priorities simultaneously
• Experience using performance data and operational metrics to identify bottlenecks and improve production efficiency and speed-to-market
• Excellent communication and stakeholder-management skills, with the ability to influence and drive accountability across teams without direct authority
• Strong attention to detail combined with the ability to understand broader commercial objectives and customer experience implications
• Experience managing teams and developing talent
• Direct Mail audience strategy/production/measurement experience preferred
• Retail, eCommerce, Direct-to-Consumer and/or multi-brand experience preferred
• Operational Leadership — Creates structure, accountability and clarity across complex, high-volume workflows
• Cross-Functional Influence — Aligns Marketing, Creative, Merchandising, Operations and Technology around shared deliverables and timelines
• Execution Excellence — Drives work from strategy through deployment readiness with speed, accuracy and discipline
• Commercial Acumen — Understands how CRM activation supports revenue, margin and customer objectives
• Problem Solving — Anticipates dependencies, identifies risks and removes barriers to execution
• Process Improvement — Continuously simplifies workflows and identifies opportunities for standardization and automation
• People Leadership — Builds strong teams, establishes clear expectations and develops talent

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