VP, Customer Relationship Marketing (CRM) & Loyalty

Brand

Description

1-800Flowers.com, Inc has consistently been at the forefront of innovation and customer experience for the last 40+ years. This exciting and impactful role powers our Customer Lifecycle and Loyalty programs for all the brands within our enterprise, including 1-800-Flowers, Harry David, Cheryl's Cookies, Personalization Mall, The Popcorn Factory, Shari's Berries and more. We are seeking an individual who is always learning, challenges the status-quo, delivers inspiration, and identifies creative pathways to success. Maintaining our leadership position in the gifting space requires constant innovation, being bold and thinking inventively. The ideal candidate for the VP, CRM Loyalty role will directly support this mission - developing and executing strategies that will optimize the customer experience, and drive loyalty across our portfolio of brands.

Responsibilities:

• Leverage our large customer data set to provide insights that drive customer-centric actions plans across lifecycle journeys, segmentation strategy, and audience targeting.
• Own retention KPIs, Enterprise-wide, and develop big splash testing/concepts to move the needle while providing value for our customers.
• Manage our Passport Loyalty Program, drive enhancements, develop loyalty promo calendar, and manage all marketing collateral including emails, mobile app, site assets, and direct mail.
• Coordinate and communicate across functions and within our brands, to ensure alignment on goals and disseminate best practices to enhance CRM Loyalty Programs throughout the organization.
• Measure activities against KPIs to determine success of acquisition, retention, and loyalty initiatives.
• Manage CRM Loyalty, ESP and 3rd Party Data vendor relationships as well as internal and external resources that drive retention initiatives

Requirements

• 10+ years in a direct-to-consumer CRM role or highly data-driven marketing role.
• Experience developing segmentation strategies, customer lifecycle programs, and Loyalty programs.
• Proven record of partnering cross functionally to create personalized customer experiences.
• Expert knowledge and skill with translating data into insights, particularly as it relates to CRM and consumer/behavioral analytics.
• Must be analytical but also creative.
• Highly organized with strong attention to detail and excellent communications skills.
• Highly collaborative, able to navigate a matrixed organization.
• A passion for CRM marketing and a strong analytical drive.
• Bachelor's Degree or relevant experience.

About Us

About 1-800-FLOWERS.COM, Inc.

1-800-FLOWERS.COM, Inc. is a leading provider of gifts designed to help customers express, connect and celebrate. 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®, Moose Munch®, The Popcorn Factory®, Wolferman's Bakery®, Vital Choice®, Stock Yards® 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; Napco℠, a resource for floral gifts and seasonal decor; DesignPac Gifts, LLC, a manufacturer of gift baskets and towers; and Alice's Table®, a lifestyle business offering fully digital live streaming 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. Shares in 1-800-FLOWERS.COM, Inc. are traded on the NASDAQ Global Select Market, ticker symbol: FLWS. For more information, visit 1800flowersinc.com or follow @1800FLOWERSInc on Twitter.