What are the responsibilities and job description for the Senior Manager, Enterprise CRM Operations position at 1-800-Flowers Family of Brands?
Position Overview
The Senior Manager of Enterprise CRM Operations leads execution and operational management of CRM marketing across a portfolio of brands. This role oversees the day-to-day deployment of email, SMS, push, and cross-channel automation within Salesforce Marketing Cloud (SFMC), ensuring scalable processes, flawless execution, and performance consistency. The role partners closely with CRM Strategy and Brand teams to translate strategy into action and leads a team responsible for campaign production, segmentation, automation, QA, and reporting.
Key Responsibilities
- Own end-to-end campaign execution in Salesforce Marketing Cloud (Email Studio, Journey Builder, Automation Studio, Contact Builder)
- Lead cross-channel automation builds across email, SMS, and push
- Translate strategic briefs into technically sound journeys and audience builds
- Oversee campaign calendar, workflows, QA standards, and deployment governance
- Ensure data accuracy, segmentation integrity, compliance, and platform best practices
- Leverage SFMC Einstein and AI capabilities (Send Time Optimization, Predictive Audiences, Engagement Scoring) to enhance performance
- Manage, mentor, and prioritize work across a high-performing CRM operations team
- Partner with Analytics and Technology to optimize integrations, reporting, and automation efficiency
Success Metrics
- On-time, error-free campaign execution across brands
- Scalable automation and improved operational efficiency
- Effective use of AI tools to drive engagement and lifecycle performance
- Strong team development and stakeholder partnership
Qualifications:
- 7 years of CRM, lifecycle marketing, or marketing operations experience
- 3 years of team leadership experience
- Deep expertise in Salesforce Marketing Cloud and journey orchestration
- Hands-on experience with email, SMS, push, and automated lifecycle programs at scale
- Experience applying AI-driven marketing capabilities within CRM platforms
- Strong understanding of segmentation logic, data architecture, and enterprise marketing environments
- Excellent project management and cross-functional communication skills
The expected salary range for this position is $115,000 to $125,000 annually. Actual compensation will be determined based on experience, skills, internal equity, and other factors permitted by law.
To support our commitment to being an employer of choice, we offer comprehensive and competitive health, wellness, and additional benefits to eligible full-time team members. Benefit eligibility may vary based on location, average hours worked, and length of service.
Benefits may include*:
- Medical, dental, vision, life, and disability insurance for the associate and eligible dependents
- Flexible Spending Account (FSA)
- Health Savings Account (HSA)
- 401(k) retirement savings program
- Mental health resources and Employee Assistance Program (EAP)
- Paid vacation time (accrued based on hours worked and tenure)
- Paid company holidays
- Employee discount across our family of brands
- Potential eligibility for annual merit-based compensation increases, where applicable
*Exact benefit terms, conditions, and eligibility requirements are governed by official plan documents and applicable law. The Company reserves the right to modify, amend, or terminate benefit plans and programs at any time.
Salary : $115,000 - $125,000