The Bouqs Co. is changing the world one bouquet at a time! Join our team and be a part of our exciting journey of revolutionizing the way we commemorate life’s moments.
The Director, CRM will own lifecycle marketing and personalization to drive repeat purchase, LTV, and engagement across the business (Ecommerce, Subscriptions, Retail). In this role, you will design and optimize a best‑in‑class customer journey using data, testing, and industry insights, partnering closely with Creative, Integrated Marketing, Performance Marketing, Analytics, and Product.
This role reports to the VP, Performance Marketing.
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!)
