Senior Manager, CRM, Email & SMS Activation

1-800-FLOWERS.COM, INC.; Columbus (OH); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

401(k)

Disability insurance

Job summary

1-800-FLOWERS.COM, INC. seeks a Senior Manager for CRM, Email & SMS Activation to drive revenue through strategic campaign activation and lifecycle marketing across Email and SMS channels.

You will work with Analytics, Loyalty, Creative, and Brand teams to optimize targeting, messaging, and cadence for strong customer experiences. The role emphasizes data-driven decision making, operational excellence, and the delivery of measurable improvements in engagement, conversion, and customer lifetime

Qualifications

• 5+ years in CRM, lifecycle marketing, retention marketing or digital marketing.
• Hands-on experience with Email and SMS marketing campaigns.
• Proven ability to drive revenue and outcomes through CRM channels.
• Strong knowledge of Email/SMS best practices including CAN-SPAM and TCPA.
• Experience partnering with operations and managing cross-functional initiatives.

Responsibilities

• Own revenue delivery across Email and SMS channels through activation and optimization.
• Lead end-to-end campaign activation from intake through deployment.
• Define audience targeting and personalization requirements with data teams.
• Analyze performance and implement A/B tests to improve results.
• Develop activation playbooks and scalable processes for the CRM team.
• Ensure campaigns meet tagging, QA, compliance, and documentation standards.

Skills

CRM marketing

Email marketing

SMS marketing

Lifecycle marketing

Campaign activation

Analytics

Project management

Cross-functional collaboration

Performance optimization

Job description

Senior Manager, CRM, Email & SMS Activation

About the Role

We are seeking a strategic, results-driven Senior Manager, CRM, Email & SMS Activation to lead the execution and optimization of our customer engagement programs across Email and SMS channels. This role is responsible for driving revenue performance through highly effective promotional and lifecycle marketing campaigns while ensuring flawless execution, strong customer experiences, and continuous performance improvement.

The ideal candidate combines strong CRM marketing expertise, analytical thinking, and operational excellence to deliver measurable business results. You will work cross-functionally with CRM Strategy, Loyalty, Creative, Analytics, Brand, and CRM Operations teams to activate campaigns that increase engagement, conversion, and customer lifetime value.

What You'll Do

Revenue & Performance Ownership

• Own revenue delivery across Email and SMS channels through effective campaign activation and optimization.
• Monitor daily and weekly channel performance, proactively identifying risks, opportunities, and corrective actions.
• Partner with CRM Strategy and Analytics teams to uncover performance drivers and recommend improvements to targeting, messaging, cadence, creative, and offer strategy.
• Drive business outcomes through data-driven decision making and performance management.

Campaign Activation & Orchestration

• Lead end-to-end Email and SMS campaign activation from intake through deployment.
• Collaborate with CRM Operations teams responsible for campaign build, QA, and deployment execution.
• Translate campaign strategies into detailed activation requirements, including audience segmentation, personalization, creative specifications, timing, channel mix, and measurement plans.
• Manage timelines, stakeholder feedback, approvals, and launch readiness to ensure campaigns execute on time and deliver expected results.

Customer Experience, Targeting & Personalization

• Define audience targeting and segmentation requirements in partnership with CRM Strategy and customer data teams.
• Ensure personalization strategies and requirements are accurately implemented within campaigns.
• Maintain a customer-first perspective across all communications to create cohesive, relevant, and engaging experiences throughout the customer lifecycle.
• Support initiatives that improve customer engagement, retention, and loyalty.

Performance Reporting & Optimization

• Analyze and report on campaign performance using key metrics including:
• Revenue
• Conversion Rate
• Click-Through Rate (CTR)
• Opt-Out Rate
• Lead structured A/B testing programs to optimize creative, targeting, messaging, and send cadence.
• Deliver actionable insights and recommendations to improve future campaign performance.
• Partner with CRM Operations to incorporate learnings into scalable processes and playbooks.

Process, Governance & Operational Excellence

• Ensure campaigns follow established standards for tracking, tagging, QA, compliance, and documentation.
• Develop and maintain activation playbooks, campaign briefs, and workflow documentation.
• Identify and implement process improvements that increase efficiency, quality, and campaign performance.
• Support operational excellence initiatives that enhance the CRM team's effectiveness.

What You'll Bring

Required Qualifications

• Minimum 5 years of experience in CRM, lifecycle marketing, retention marketing, or digital marketing.
• Hands-on experience executing and optimizing Email and SMS marketing campaigns.
• Demonstrated success driving revenue and business outcomes through CRM channels.
• Strong understanding of Email and SMS marketing best practices, including:
• CAN-SPAM compliance
• TCPA regulations>Deliverability management
• Customer experience optimization
• Experience partnering with CRM Operations and managing cross-functional initiatives in a matrixed environment.
• Strong project management skills with exceptional organization and attention to detail.
• Highly analytical mindset with the ability to translate performance data into actionable strategies and improvements.

Preferred Qualifications

• Experience in eCommerce, retail, or consumer-facing brands.
• Familiarity with customer lifecycle marketing and loyalty programs.
• Experience managing testing frameworks and personalization strategies.

Why Join Us?

This is an opportunity to take ownership of high-impact CRM channels that directly influence customer engagement and revenue growth. You'll collaborate with talented cross-functional teams, shape channel strategy through performance insights, and help build best-in-class Email and SMS experiences for our customers.

Featured benefits

• Medical insurance
• Vision insurance
• 401(k)
• Disability insurance

*Exact benefit terms, conditions, and eligibility requirements are governed by official plan documents and applicable law. The Company reserves the right to modify, amend, or terminate benefit plans and programs at any time.

Equal Opportunity Employer:

We are committed to creating an inclusive workplace and welcome applicants from all backgrounds and experiences. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics.