Head of Customer Journey & Audience Growth

1-800-Flowers.com; Atlanta (GA); On-site; USD 150,000 - 210,000; Full time

Job summary

1-800-Flowers.com is seeking an experienced Director, Customer Journey & Audience Design to transform our marketing into an audience-first growth engine. You will lead audience strategy and journey design across paid and owned channels, grounded in deep audience understanding and end-to-end lifecycle insights.

This role partners with Analytics, CRM and Product to govern audiences across campaigns, and to translate data into actionable tests, personalization, and improvements in engagement,

Qualifications

• Bachelor’s degree or equivalent experience.
• 10-12+ years of experience in customer experience, lifecycle marketing, audience insights, or growth marketing, with increasing leadership responsibility.
• Proven track record developing and executing end-to-end customer journey strategies that drive measurable growth in engagement, retention, and revenue.
• Strong understanding of integrated marketing, including digital, CRM, content, and performance channels.
• Experience leveraging data and analytics to inform strategy and influence executive decision-making.
• Experience in retail / Direct-To-Consumer business is preferred.

Responsibilities

• Lead end-to-end customer journey across audiences, channels, and lifecycle.
• Develop and implement integrated journey frameworks and lifecycle strategies.
• Map and optimize audience journeys, identifying friction points and opportunities to improve conversion, engagement, and satisfaction.
• Lead cross-channel planning to align messaging, cadence, and experiences over a 12-month roadmap.
• Develop audience insights, governance across campaigns, and data-driven strategy.
• Partner across Marketing, Product and Analytics to align execution and governance.

Skills

Customer journey design

Audience strategy

Cross-channel planning

Data analytics

Stakeholder management

Marketing automation

CRM (Salesforce)

Education

Bachelor's degree

Tools

Salesforce CRM

HighTouch CDP

Marketing automation

Office 365

Job description

1-800-Flowers.com is seeking an experienced Director, Customer Journey & Audience Design to transform our marketing into an audience-first growth engine. You will lead audience strategy and journey design across paid and owned channels, grounded in deep audience understanding and end-to-end lifecycle insights.

This role partners with Analytics, CRM and Product to govern audiences across campaigns, and to translate data into actionable tests, personalization, and improvements in engagement,