Director, CRM (US Remote)

Responsibilities:

• Lead and manage end-to-end lifecycle marketing – ensuring strong customer engagement, education, awareness, retention, and loyalty- in turn driving higher LTV
• Develop and optimize CRM strategies across multiple channels like email, SMS, onsite capture (sign‑up units), and customer groups on social, etc.
• Collaborate with Marketing, Merchandising, Analytics, and Product to align on CRM strategies and clearly communicate impact on engagement and revenue
• Lead seasonal CRM marketing calendars, balancing promotions and content, and recommend cadence and offer strategies to cross-functional teams
• Own A/B and multivariate testing: define the test‑and‑learn roadmap for segmentation, offers, and creative, and continually optimize programs
• Track performance, surface insights, and present clear recommendations to leadership to inform broader business strategy
• Develop and execute initiatives to grow email and SMS lists, collaborating with Partnerships and Performance Marketing on lead‑gen opportunities
• Evaluate and manage CRM/ESP vendors and platforms (including negotiating contract terms and managing compliance); identify opportunities to improve tools, workflows, and results
• Stay on top of industry trends, emerging technologies, and customer engagement best practices to shape long‑term lifecycle strategy
• Inspire, develop, manage, and mentor a direct report

Qualifications:

• 7+ years of experience in CRM/Retention/Loyalty, including at least 2 years in ecommerce – floral experience is a plus but not required
• Bachelor’s degree in a related field
• Able to lead and coach a direct report, while championing and inspiring collaboration and innovation with cross functional partners
• Out of the box thinker that can bring fresh thinking to short-term and long-term strategic roadmap  
• Entrepreneurial mindset: able to set strategy but also roll up their sleeves to execute on projects or tasks
• Effective communicator, analytical thinker, and problem‑solver who is comfortable working cross‑functionally in a fast‑paced, high‑growth environment
• Deep knowledge of ESPs/CRM platforms (e.g., Klaviyo) and modifying email templates
• Strong Excel and PowerPoint skills; a plus if you have Tableau and SQL experience
• Proven ability to build and improve processes and to pivot with competing priorities
• Customer‑centric and data‑driven, using performance and customer insights to inform testing, product, and merchandising decisions

Compensation & Perks:

• Competitive Base Salary Range of $160,000.00 - $180,000.00 USD + Equity Package 
• Health, Dental & Vision with 100% employee coverage 
• 401k Matching
• Three Weeks Paid Vacation
• Discounts on The World’s Best Flowers (obviously!)