Job Description

About the Team
You will be part of the Customer Relationship Marketing (CRM) team, which sits within the larger Williams-Sonoma, Inc. Marketing Org, and is responsible for managing and optimizing the advertising investment across our paid marketing channels including print, email and digital. Our job is also to ensure we are innovating and executing campaigns across channels that drive efficient demand, new customer acquisition and increased mind and wallet share with our existing customers. You will ensure our marketing investments are delivering against core KPI’s and are aligned with the brand’s key initiatives and growth strategies.

About the Role
As Manager, CRM for Mark & Graham, you will focus on driving brand sales and optimizing the marketing investment across our print, digital and email channels. You will develop plans in support of key brand initiatives that will drive profitable growth as well as identify programs to acquire new, retain existing, and reactivate customers. Key responsibilities include testing and optimization of campaign performance, scaling successful campaigns, marketing budget management and reporting on KPI’s. You will be the main point of contact for the Mark & Graham brand, including leadership, to ensure marketing strategies align with brand priorities. You will also be responsible for managing a team of direct reports including performance reviews, project management, training and development.

Responsibilities

• Manage, optimize and report on KPI’s (e.g. sales, customer growth) on relevant paid marketing programs

• Own the online, print and email marketing budgets, make recommendations for reallocation and/or investment based on individual program performance and brand goals.

• Develop a deep understanding of the brand's identity including product, editorial and marketing initiatives in order to develop marketing strategies that meet both financial and brand-building goals

• Own monthly investment review deck including preparation, recommendations, collaboration with cross-functional partners and presentation to brand/ Executive leadership

• Collaborate with digital experts/ hands to keyboard teams on overall investment and program strategy with a focus on testing, innovation and personalization

• Partner with CRM leadership to develop annual and 3YR business goals and investment strategies

• Measure and analyze the effectivenessof existing and new digital programs

• Be curious about and attuned to the competitive landscape to ensure best-in-class campaign strategy

• Present analysis and recommendations to senior management, for example, weekly sales results and campaign strategy or monthly deep-dives

• Collaborate with key brand stakeholders to manage creative development process for all digital and print assets, for both new programs and refreshes of existing ones

• Develop and execute profitable catalog and print circulation strategies

• Partner with Customer Analytics to measure the incrementality of all marketing programs, continually improving the efficiency of our investment

• Leverage available analytic tools to gather data and make marketing strategy and investment decisions including but not limited to: Tableau, DOMO, MMM, MTA

• Develop recommendations for email circulation and segmentation strategies to leverage in core campaigns; enhance and improve the customer experience in all emails including triggers by managing frequency and touches

• Help CRM leadership to develop customer growth plans including new customer acquisition, lapsed customer reactivation and existing customer retention

• Use data to identify, target and deliver relevant messaging to key strategic customer segments

• Implement rolling 12-month test plan to continually fuel a pipeline of new tactics across all paid marketing channels

• React to business trends in the fast-paced retail environment and make necessary adjustments

• Collaborate across brands to help accelerate best practices and winning marketing strategies

• Own relationships with key vendors

• Leverage AI to drive work and program efficiencies

Manage, develop, and evaluate a team of two analysts

Criteria5 or more years experience in online marketing, print marketing, retail marketing, or digital media planning

• Bachelors degree in Marketing, Business or related field or equivalent work experience

• Proven track record in managing and optimizing a budget to ROI goals

• Analytical, proactive, problem-solver with insatiable curiosity

• Strategic and analytical thinker; ability to evaluate alternatives and develop effective solutions

• Able to see trends and to extract actionable insights from data to drive results

• Strong organization and interpersonal skills; must have excellent communication & presentation skills

• Ability to build effective relationships within team & with cross functional partners & vendors

• Ability to lead and develop a successful team

• Ability to prioritize and work on multiple projects in a deadline driven environment; able to deal with ambiguity in a fast-paced business

• Strong written and oral communication skills

• Strong Excel spreadsheet proficiency

• This role requires being onsite in the San Francisco, CA office Monday through Thursday

Our Culture & Values

We believe that taking care of our people is vital to our success and we strive to offer equitable and transparent practices for all. We prioritize connection, growth, and wellbeing.

People First

Putting People First means investing in overall well-being and opportunities to grow and advance within the organization. Depending on the position and location, here are a few highlights of what benefits may be available:

Benefits

• A generous discount on all WSI brands

• A 401(k) plan and other investment opportunities

• Paid vacations, holidays, and time off to volunteer

• Health benefits, dental and vision insurance, including same-sex domestic partner benefits

• Tax-free commuter benefits

• A wellness program that supports your physical, financial and emotional health

Continued Learning

• In-person and online learning opportunities through WSI University

• Cross-brand and cross-function career opportunities

• Resources for self-development

• Advisor (Mentor) program

• Career development workshops, learning programs, and speaker series

WSI will not now or in the future commence an immigration case or "sponsor" an individual for this position (for example, H-1B or other employment-based immigration).

This role is not eligible for relocation assistance.

Williams-Sonoma, Inc. is an Equal Opportunity Employer. Williams-Sonoma, Inc. will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance, or other applicable state or local laws and ordinances.

The expected starting pay range for this position is $100,000 - $120,000. Applicable pay ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. In addition to competitive pay, compensation may include a variety of other components like benefits, paid time off, merit, and bonus opportunities.

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Our Company

Founded in 1956, Williams-Sonoma, Inc. is the premier specialty retailer of high-quality products for the kitchen and home in the United States. Our family of brands are Williams Sonoma, Williams Sonoma Home, Pottery Barn, Pottery Barn Kids, Pottery Barn Teen, Rejuvenation, West Elm, Mark & Graham, Outward, and GreenRow. These brands are among the best known and most respected in the industry. We offer beautifully-designed, stylish and functional products for every area of the home, including the kitchen, living room, bedroom, home office, closet, laundry room and even outdoor spaces. We've seen some big changes since our first brick-and-mortar store opened more than half of a century ago. What hasn't changed is our passion for high-quality products, functional design, outstanding customer service, and enhancing the lives of our customers and the communities where we operate. Today, we're a multi-brand, multi-channel, global enterprise supported by state-of-the-art technology and some of the most talented teams in retailing - and we're always looking for new energy and ideas.