Lifecycle Marketing Manager

Purpose: 

As a critical role in our growth, the Lifecycle Marketing Manager will execute our lifecycle marketing communication program including email, text/SMS, app and web messaging. You will be responsible for the 1-to-1 (one-to-one) messaging program throughout the customer experience, including both marketing and transactional elements. You will bring our connected customer vision to light by leading and executing 1-to-1 communications (email, text/SMS, app, and web), including envisioning and executing segmentation/personalization and developing and executing a robust testing and optimization cycle to drive incremental business impact.

Minimum Eligibility Requirements:

• 5 years of digital or email marketing experience in retail with a proven track record in driving customer acquisition and revenue growth
• Strong knowledge of the 1-to-1 communication landscape and best practices, including hands-on experience managing customer communications from end-to-end, including planning, configuration, Q/A, deployment, reporting and optimizations
• Command of best practices for customer privacy as well as laws in the lifecycle marketing and 1-to-1 communication space, including CAN-SPAM laws and all regulations including CCPA compliance
• Able to work independently with a passion for creative problem solving and extracting insights from data to drive performance
• Demonstrated ability to exceed goals and drive progressive business results via 1-to-1 communications and lifecycle marketing programs
• Experience in developing strategies and complex frameworks for segmentation at scale and automating processes to reduce delivery timeframes
• Ability to proactively manage multiple projects and adaptable to changes in a fast-paced work environment
• Experience with technology tools like Salesforce Marketing Cloud, Sales Cloud and Tealium or another customer data platform (CDP)
• Strong computer skills in Microsoft Office (Excel, Word, Outlook and PowerPoint).
• Strong analytical skills, including combining reviewing data sets in Excel to identify actionable insights via features such as pivot tables and vlookups, familiarity with data imports to business intelligence systems such as PowerBI
• Strong track record of successful internal and external (agency and technology partner) relationship management; strong interpersonal skills to build effective, inclusive, and collaborative working relationships with cross-functional teams
• Excellent customer service skills and thrives under pressure
• Strong critical thinking and analytical skills to proactively challenge and change to maximize output
• Comfortable preparing and presenting executive-ready deliverables and PowerPoint presentations to leadership audiences and large groups
• Willingness to work as part of a team and contribute to the success of the group.
• Excellent verbal, written, and interpersonal skills.
• Fast-paced, high-growth retail experience is a plus

Essential Job Functions:

• Formulate the approach for & lead execution of the lifecycle marketing and 1-to-1 communication program including email, text/SMS, app and web to drive sales growth and channel effectiveness while maintaining a focus on customer experience and compliance
• Develop and execute robust segmentation at scale plans for your channels, including maximizing/capturing first party data, mapping and building journeys, and launching & measuring relevant messaging, segmentation and personalization across channels
• Audit post post-purchase communications, develop roadmap for updates and lead launch of updates through IT, Ecommerce, and Store Operations to enhance customer communications and improve satisfaction
• Create roadmaps, workflows and processes to achieve goals and initiatives by working cross-functionally throughout the organization
• Lead partnerships with and maximize output from technologies and approaches that enable lifecycle marketing programs with relevant messaging at scale, such as Salesforce Marketing Cloud, Twilio, Commerce Cloud, Tealium customer data platform (CDP), SalesCloud, BrandFolder digital asset management system (DAM), data flows for customer data and creative assets as well as decisioning engines and dynamic content tools to create personalization at scale
• Own robust testing roadmap not only within individual channels but also cross-channel to measure impact at the customer level. Utilize best practices, campaign analysis tools, and A/B and multi-variate testing to continually improve campaign performance
• Champion lifecycle marketing throughout the organization, including compiling and sharing results, insights and recommendations via a feedback loop you own and curate to individual stakeholders, including content, creative, field, CRM, etc. and consistently communicate results and learnings to cross-team stakeholders
• Analyze and report on program performance metrics including metrics such as deliverability, open rates, click-through rates, app logins, conversion rates, customer retention, customer lifetime value, average ticket, and sales
• Lead inclusive partnerships with key stakeholders in the Marketing department including working with content and creative to produce assets needed for 1:1 communications initiatives. This will include briefing and collaborative campaign and initiative planning and ideation
• Manage agency partnership with agency to provide clear direction, reach on-target, on-time goal achievement and take our programs to next
• Lead inclusive partnerships with CRM and research team to understand the customer and opportunities to improve the customer experience; formulate and execute plans to action findings via your owned areas
• Continually assess workflows and develop automation roadmap to increase output, simplify processes and decrease speed to launch; recommend third-party partners or vendors where appropriate for innovation
• Explore opportunities to better support and empower the stores and field to drive our aggressive growth goals for new store openings and comp same-store sales growth
• Lead inclusive partnerships across the organization to develop solutions that serve the business overall as well as key stakeholders that could include field/stores, ecommerce, design services and pro services
• Ensure compliance with all appropriate Privacy, Information Security, and Data Governance protocols and laws

Working Conditions (travel & environment)

• Limited travel required including air and car travel.
• While performing the duties of this job, the employee is occasionally exposed to a warehouse environment and moving vehicles. The noise level in the work environment is typically quiet to moderate.

PHYSICAL/SENSORY    REQUIREMENTS

Note:  Floor & Decor considers all applicants for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, medical condition, pregnancy, marital or familial status, veteran status, or based on any other class protected by applicable federal, state, or local law.  Floor & Decor also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

This job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer at its sole discretion.

Benefits & Rewards

• Bonus opportunities at every level

• Career advancement opportunities

• Relocation opportunities across the country

• 401k with discretionary company match

• Employee Stock Purchase Plan

• Referral Bonus Program

• Corporate Discount Programs

• Medical, Dental, Vision, Life and other Insurance Plans (subject to eligibility criteria)

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Equal Employment Opportunity

Floor & Decor is an equal opportunity employer and is committed to equal opportunity for all associates and applicants.  F&D recruits, hires, trains, promotes, compensates and administers all personnel actions without regard to race, color, religion, sex, sex stereotyping, pregnancy (which includes pregnancy, childbirth and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, gender expression, national origin, age, mental or physical disability, ancestry, medical condition, marital status, military or veteran status, citizenship status, sexual orientation, genetic information or any other status protected by applicable law.

This policy applies to all areas of employment, including recruitment, testing, screening, hiring, selection for training, upgrading, transfer, demotion, layoff, discipline, termination, compensation, benefits and all other privileges, terms and conditions of employment.  This policy and the law prohibit employment discrimination against any associate or applicant on the basis of any legally protected status outlined above.