Enterprise, Loyalty Retention Manager

Overview:

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 Loyalty and Retention 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 experienced Loyalty Marketing Manager responsible for the planning and development of targeted marketing strategies that aim to nurture and retain our high-value customers. This individual will own the brand’s loyalty engagement strategy as well as the planning, execution, and analysis for omni-channel CRM activations in support of program growth and incremental revenue. The right candidate will have responsibility for analyzing customer, market, and business trends to identify and recommend marketing opportunities, campaigns, incentives, and offers that drive increased frequency among existing guests, while growing the total size of our loyalty program users. The ideal candidate will understand and optimize this valuable customer segment and identify opportunities to personalize experiences at each life stage to drive lifetime value.

We are looking for a passionate champion of the customer with ability to help conceive of ideas AND identify creative pathways to quickly bring loyalty experiences to life. You understand the intricacies and unique attributes of the retention funnel and are ready to roll up your sleeves and take action.

Responsibilities:

• Drive growth and adoption of loyalty program; contributing to the development and implementation of strategies that profitably achieve Enterprise Retention KPIs (frequency, AOV and CLV)
• Manage existing operations of loyalty program mechanics, rewards, point structure, incentives, and challenges.
• Optimize loyalty communication vehicles and contact strategies/journeys to effectively communicate onboarding/lifecycle expectations, program benefits, and enhance the customer experience
• Responsible for managing the seasonal loyalty marketing calendar and the day-to-day execution and measurement of marketing campaigns across multiple channels (email, direct mail, SMS/push, on-site messaging, call campaigns)
• Assist in the development and implementation of integrated marketing plans to include budget considerations, program goals, and forecasts for appropriate activities across email display, paid social, paid search, web, customer service, mobile apps
• Leverage customer insights to refine and execute multi-phased action plans related to growth opportunities in support of Retention KPI’s
• Influence the customer experience with the program by contributing new ideas based on customer research, industry trends, competitive information, and/or customer service feedback with various product owners to define and deliver
• Collaborate with the Analytics team to develop reporting needs and create visibility of day-to-day performance of loyalty, including base program and seasonal campaigns
• Track expenses to ensure that all costs are in-line with budget
• Distribute program strategies, roadmaps, and performance to various business units that are relevant for to their respective function
• Builds, manages, and maintains relationships with cross-functional teams and external vendors
• Manage several concurrent projects with timely deliverables

The expected salary for this position is $80,000 - $95,000. The actual compensation will be determined by experience and other factors permitted by the law.

Requirements: 

• Bachelor's degree in Business, Marketing, eCommerce or related field  
• 5-7 years of progressive experience in CRM marketing campaigns, processes, tactics and promotions planning and execution; experience implementing and managing loyalty programs is strongly preferred
• Strong budget management skills and demonstrated ability to think strategically about complex issues, leading to thoughtful recommendations, action plans and campaigns
• Excellent communication, presentation, and project management skills

• Individual must be self-motivated, highly organized and able to multitask in a fast-paced environment while meeting numerous daily deadlines
• Must be able to partner cross functionally; highly collaborative with ability to navigate a matrixed organization
• Expert level skill with MS office, working knowledge of retention marketing platforms (Yotpo, Salesforce), analytic tools (Google Analytics, Tableau), and best practices/industry benchmarks
• Growth mindset; enthusiasm for learning new tools and problem-solving
• Previous retail experience, previous management experience and previous CDP implementation and usage are all plus

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 décor; 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.