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Manager, Retention Marketing


Downers Grove / Chicago, Illinois
posted August 2, 2021

The Manager of Retention Marketing is responsible for developing and implementing a strategic set of enterprise-wide initiatives that will drive repeat purchase, customer lifetime value, and brand engagement across FTD's business lines. This is a highly visible role on the Retention Marketing team that is core to the company's growth strategy and focused on a high-impact functional area.

At FTD, you can expect a dynamic work environment offering competitive pay and benefits. We seek creative, driven individuals to add to our growing company. Ours is a culture of respect, diversity, partnership, and results.

What You Will Do

  • Own, build and grow the Email, Direct Mail, and SMS channels for the FTD B2B & B2C business lines
  • Manage the planning, scheduling, and execution of promotional and lifecycle programs; including one-off, triggered, and transactional
  • Manage, optimize and grow the loyalty and referral program(s)
  • Manage monthly retention calendar, creative vision, product selection, legal compliance review, and own the complete approval process
  • Drive optimal customer lifecycle experience via multi-channel touchpoint strategy and journey maps; support and test multi-channel lifecycle campaigns that deliver results across acquisition, activation, retention, and reactivation
  • Develop and implement innovative new marketing strategies that drive year-round gift occasion purchases (e.g. birthday, anniversary, thank you, get well, etc.)
  • Work cross-functionally with performance marketing teams, site experience, creative, merchandising, supply chain, analytics, and others to gain consensus, prioritize and implement strategies/programs/initiatives
  • Develop and monitor new initiatives to drive Email and SMS list growth to support retention.
  • Establish test and learning agenda around customer segmentation, offer and creative formats and continually optimize programs
  • Track and socialize performance of programs and leverage learnings to continue to evolve and optimize targeting and cross-sell/up-sell opportunities in direct marketing channels.
  • Present strategy, findings, and performance updates to the senior management team.
  • Lead, mentor, and manage 2 direct reports
  • Other duties as assigned from time to time

What We Seek

  • 5+ years of marketing and/or consumer engagement experience, ideally in a data-driven e-commerce or retail environment
  • Strong technical capabilities building marketing campaigns, including email and direct mail
  • The ideal candidate will have experience managing customer retention and/or loyalty programs, with demonstrated success improving customer lifetime value, repurchase rates, and satisfaction
  • Self-starter who is flexible and can manage through ambiguity and is comfortable working in an entrepreneurial environment within a larger organization
  • Highly creative, innovative, and strategic; capable of driving the creation of new ideas. A big-picture, strategic outlook grounded in the ability to drive tactical activities
  • Exceptional project management skills -- able to rapidly drive projects forward and manage multiple projects simultaneously.
  • Strong analytical skillset, database management expertise, and business/financial acumen with the ability to synthesize data and communicate effectively to drive understanding and support for recommended actions
  • Highly collaborative and effective communicator used to working cross-functionally to build consensus
  • Hands-on approach and attention to detail that allows for doing work in the trenches while still maintaining a strategic perspective
  • Experience with Sailthru and Google Analytics a plus

Come give FTD a look! We are an incredibly open and welcoming company--come join our family! FTD, LLC is a global premier floral gifting company with a vision to be the world's leading and most trusted company in this industry.