Director, Email Operations
Bluestem Brands, Inc. is the parent company to a number of eCommerce retail brands. We have one mission: to build a dynamic retail enterprise that wins with direct-to-consumer excellence and entrepreneurial-minded employees focused on serving our customers' unique needs. Our leadership is responsive and supportive, empowering those smart and passionate employees who drive our success. We are continually innovating and improving: we take risks, learn from mistakes and celebrate success as a team.
You work hard, and you deserve more than just a paycheck. Bluestem works to do what's right for employees. From the big things (great benefits, employee discounts and incentive plans) to small touches (jeans-every-day dress code), this is the place you'll want to be. And we don't just talk about work-life balance, we try to live it. Join the Bluestem Brands team to make an impact, be inspired and be valued, every day.
We are seeking a Director, Email Operations for Bluestem Brands to be located at our office in Eden Prairie.
The Director of Email Operations provides leadership and oversight of email and SMS messaging operations for Marketing, Credit, and Collections. Ensures that messages are sent accurately and on time to meet the needs to the business. You will lead a team of skilled operators and capability experts, and provide guidance on project planning, process improvement, task tracking, and operational excellence. You will build and maintain strong working relationships with brand marketing leaders and evolve the email capability to support increasingly personalized digital communications. The Director is responsible for critical vendor platform relationships and maintains high awareness of industry best practices and technology offerings in order to make recommendations that maximize the relevance and profitability of email and SMS communications.
What you'll do:
Ensure all regularly planned and scheduled email and SMS contacts are sent on time with high quality, meeting or exceeding business expectations, e.g. match Creative's design and fulfill Marketing's purposes
Monitor triggered and transactional email sends to ensure they execute as designed over time
Ensure critical credit-related messages are accurate and compliant with all rules and regulations; both internal and external
Identify ways to improve existing processes, determine feasibility, and manage implementation
Collaborate with Database Marketing, eComm, and Business Intelligence to ensure timely and accurate data is available in the email platform
Manage issues in the email and SMS space and note those that are customer facing, partnering cross-functionally to address and correct
Communicate KPIs including sends, opens, clicks, bounces, unsubscribes, etc. to stakeholders and make recommendations to improve deliverability and inbox placement
Oversee planning for new emails to support new brands, new credit products, and other new initiatives
Plan and prioritize development of new triggered emails and new initiatives in promotional emails along with ad hoc needs of the brand teams
Ensure tests are designed and executed to enable accurate and meaningful results
Collaborate with strategy leaders on personalization and optimization and lead email / SMS technology advancement to support the efforts
Oversee the professional development of a team of 8 individuals, establishing expectations, goals, and providing timely feedback as needed
Continuously monitor and evaluate industry best practices and integrate where appropriate
What you'll need:
10+ years of relevant experience in Operations; preferably in Marketing
Problem solving, project management, innovative thinking and communication skills are essential for successful performance
Strong process skills; must be able to assess current procedures and identify opportunities for improvement
Strong collaboration skills; emphasis on understanding client needs and objectives and providing appropriate support
Experience managing multiple projects and people, both onsite and offsite
Experience managing vendors and contract negotiations is preferred
Demonstrated skills collaborating with and influencing various business functions, corporate peers, and senior management
Strong communication skills; must be comfortable presenting and discussing issues and opportunities across teams with different functional responsibilities
Influential, collaborative, team-oriented leadership style