Director, CRM

1-800-Flowers Family of Brands•Jericho, NY

About The Position

1-800-Flowers.com, Inc. is seeking an experienced, organized, and execution-oriented leader to translate CRM strategy into coordinated customer communications across Email, SMS, Push, and Direct Mail. The role connects CRM strategy with brand marketing, creative, merchandising, and CRM operations, ensuring promotional programs move from planning through production and deployment readiness. The Director will own end-to-end CRM activation and production processes, including campaign briefs, production plans, cross-functional inputs, calendars, workflows, approvals, and handoffs to CRM Operations. The role will establish operating discipline to increase speed and quality while enabling CRM Strategy teams to focus more on strategy, performance, and optimization. It will also coordinate Direct Mail programs and drive ongoing improvements to production workflows, capacity, and speed-to-market.

Requirements

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 with CRM and marketing automation platforms such as Braze, Salesforce Marketing Cloud, or equivalent.
Ability to establish and improve production processes, governance, SLAs, and operating models that increase speed, quality, and efficiency.
Strong project and program management skills, including managing 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, including the ability to influence and drive accountability across teams without direct authority.
Strong attention to detail and ability to understand broader commercial objectives and customer experience implications.
Experience managing teams and developing talent.

Nice To Haves

Direct Mail audience strategy, production, or measurement experience.
Retail, eCommerce, Direct-to-Consumer, and/or multi-brand experience.

Responsibilities

Translate CRM strategies and promotional plans into executable cross-channel activation plans across Email, SMS, Push, and Direct Mail.
Own the end-to-end production process from approved strategy through deployment readiness.
Develop campaign briefs and production requirements covering audience, offer, messaging, creative, personalization, channel, and timing.
Ensure inputs and approvals are complete before programs move to CRM Operations for build, QA, and deployment.
Coordinate changes, dependencies, and issue resolution throughout the production lifecycle.
Translate promotional calendars into coordinated cross-channel production plans and ensure consistency of offers, messaging, audiences, and timing.
Identify opportunities to coordinate communications and reduce unnecessary customer contact or channel conflicts.
Partner with CRM Strategy leads to operationalize targeting, cadence, and contact strategies.
Maintain visibility into activation dependencies, milestones, and launch readiness across brands and channels.
Establish and manage standardized intake, briefing, approval, and handoff processes.
Own master production calendars, timelines, and key milestones.
Establish roles, responsibilities, and service-level agreements across Strategy, Creative, Merchandising, Operations, and other partners.
Identify production risks and escalate issues that could affect timing, quality, or revenue.
Simplify and improve activation workflows to increase speed-to-market and team capacity.
Partner with Brand, Creative, and Merchandising teams to translate campaign strategy into channel-ready creative and content requirements.
Coordinate asset development, approvals, and delivery across Email, SMS, Push, and Direct Mail.
Ensure creative and content align with channel strategy, customer targeting, and promotional objectives.
Drive reuse and modularity where appropriate to improve production efficiency.
Coordinate Direct Mail programs from approved circulation and targeting strategy through production and in-home execution.
Manage Direct Mail production timelines, creative requirements, print/vendor coordination, and key milestones.
Partner with CRM Strategy on circulation plans and with internal and external partners on production execution.
Integrate Direct Mail into the broader CRM activation calendar.
Establish activation and production KPIs and monitor workflow performance.
Identify bottlenecks and opportunities to automate or eliminate manual work.
Improve production predictability, capacity planning, and speed-to-market.
Partner with CRM Operations to improve handoffs, templates, and execution processes.