Sr. Manager, CRM, Email and SMS Activation
Jericho, NY (On-site)
Posted 3 months ago
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Job Description
This role partners closely with CRM Strategy, Loyalty, Creative, Analytics, Brand teams, and CRM Operations. While CRM Ops manages technical build and deployment, this role is responsible for ensuring campaigns are set up to perform, measured correctly, and improved through structured test-and-learn.
Key Responsibilities
Revenue & Performance Ownership
- Own revenue delivery for Email and SMS by managing campaign readiness, execution quality, and ongoing optimization
- Monitor daily/weekly channel performance and flag risks, opportunities, and actions needed to hit revenue goals
- Partner with CRM Strategy and Analytics to identify performance drivers and recommend improvements to targeting, cadence, creative, and offer strategy
- Own the activation workflow for Email and SMS campaigns from intake through deployment, partnering with CRM Ops for build, QA, and send execution
- Translate campaign strategy into clear activation requirements (audience, personalization, creative specs, timing, channel mix, measurement)
- Manage campaign timelines, stakeholder inputs, approvals, and readiness to ensure launches happen on time and perform as intended
- Define targeting and segmentation requirements in partnership with CRM Strategy and customer data teams
- Ensure personalization inputs are clearly defined and correctly implemented by CRM Ops
- Maintain a customer-first view across Email and SMS to ensure communications are cohesive, relevant, and aligned to lifecycle needs
- Deliver campaign performance reporting and insights across key KPIs (revenue, conversion, CTR, opt-outs, deliverability)
- Drive continuous improvement through structured A/B testing and optimization of creative, cadence, and targeting
- Partner with CRM Ops to ensure learnings are operationalized into repeatable playbooks and processes
- Ensure campaigns follow consistent governance standards including tracking/tagging, QA requirements, compliance, and documentation
- Maintain activation playbooks, campaign briefs, and repeatable workflows to improve speed, quality, and performance
- Support improvements to CRM execution processes and ways of working across Email and SMS
1-800-FLOWERS.COM, INC.
1-800-FLOWERS.COM, Inc. is a leading provider of gifts designed to help inspire customers to give more, connect more, and build more and better relationships. The Company’s e-commerce business platform features an all-star family of brands, including: 1-800-Flowers.com®, 1-800-Baskets.com®, Cheryl’s Cookies®, Harry & David®, PersonalizationMall.com®, Shari’s Berries®, FruitBouquets.com®, Things Remembered®, Moose Munch®, The Popcorn Factory®, Wolferman’s Bakery®, Vital Choice® and Simply Chocolate®. Through the Celebrations Passport® loyalty program, which provides members with free standard shipping and no service charge across our portfolio of brands, 1-800-FLOWERS.COM, Inc. strives to deepen relationships with customers. The Company also operates BloomNet®, an international floral and gift industry service provider offering a broad-range of products and services designed to help members grow their businesses profitably; NapcoSM, a resource for floral gifts and seasonal décor; DesignPac Gifts, LLC, a manufacturer of gift baskets and towers; and Alice’s Table®, a lifestyle business offering fully digital livestreaming and on demand floral, culinary and other experiences to guests across the country. 1-800-FLOWERS.COM, Inc. was recognized among the top 5 on the National Retail Federation’s 2021 Hot 25 Retailers list, which ranks the nation’s fastest-growing retail companies, and was named to the Fortune 1000 list in 2022.
