Director, CRM

1-800-FLOWERS.COM, Inc.; Jericho (NY); On-site; USD 160,000 - 180,000; Full time

Benefits offered by this job

Unlimited PTO

Family discount 30%

Medical insurance

Vision insurance

401(k)

Disability insurance

Job summary

1-800-FLOWERS.COM, INC. is seeking an experienced Director of CRM Activation & Production to translate CRM strategy into executable cross-channel communications.

The role leads end-to-end activation across Email, SMS, Push and Direct Mail, coordinating calendars, briefs, approvals and production readiness. The ideal candidate has 6–10 years in CRM, lifecycle marketing, and marketing operations with proven leadership and cross-functional influence.

Qualifications

• 6–10 years of CRM, lifecycle marketing, marketing operations experience with increasing leadership.
• Proven ability to translate strategies into executable production plans.
• Experience with multi-channel activation (Email, SMS, Push, Direct Mail).
• Strong stakeholder management and cross-functional collaboration.

Responsibilities

• Translate CRM strategies into clear cross-channel activation plans.
• Own end-to-end activation and production from strategy through deployment.
• Develop briefs and production requirements including audience and timing.
• Coordinate inputs and approvals across Marketing, Creative, Merchandising, and Operations.
• Establish governance, calendars, and SLAs across teams.

Skills

CRM activation

Multi-channel marketing

Leadership

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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