At Spoonflower (part of the Shutterfly family of brands) our mission is to inspire individuals to make, buy and sell unique products built around color and pattern. Our e-commerce website makes it possible for individuals to create, sell, and shop for unique fabrics, wallpaper, and home décor. Spoonflower’s global marketplace connects our customers to more than 1 million designs by independent artists from around the world. Position Overview: TheCRM Acquisition and Engagement Manageris responsible for the success of our CRM channel, achieving financial targets and delivering against channel engagement KPIs. This role will define our CRM strategy and design and execute high-impact, data-informed campaigns across the customer lifecycle. The CRM Acquisition and Engagement Manager will build strong editorial campaigns and utilize sophisticated automation and segmentation in Salesforce Marketing Cloud and Attentive, to deliver relevant communications via email and SMS. The ideal candidate has a deep understanding of customer behavior, strong technical fluency in SFMC, and thrives in a fast-paced, collaborative environment. You’ll manage the end-to-end campaign process—from ideation and creative collaboration to data analysis and performance optimization—while owning our CRM strategy across both acquisition and retention. Key Responsibilities CRM Strategy • Define CRM strategy that delivers against CRM revenue targets, leveraging combination of automated journeys (e.g., Welcome Series), editorial campaigns, and promo campaigns. • Develop strategy for continued list growth to increase CRM reach. • Serve as the internal subject matter expert on CRM best practices and marketing automation capabilities. • Ensure full alignment between CRM strategy and business strategies for Wallpaper, Fabric, Home Decor, and Trade. Campaign Development, Execution & Optimization • Maintain comprehensive CRM calendar outlining all CRM touchpoints with customers • Design and implement automated journeys tailored to customer behavior, including onboarding, nurture, cross-sell, re-engagement, and loyalty campaigns. • Develop messaging frameworks and triggers across lifecycle stages to drive acquisition, engagement, conversion, and retention. • Lead the creation and execution of dynamic email and SMS campaigns using SFMC (Journey Builder, Automation Studio, Email Studio, and Mobile Studio). • Manage all aspects of email and SMS production—including creative briefings, QA, testing, rendering, and launch. • Partner with Creative, Merchandising, and Marketing teams to develop content that is visually compelling and aligned with brand guidelines. • Manage offshore email builder against campaign and initiative deadlines, ensuring on-time and efficient QA and deployment. • Partner with compliance and legal to ensure data privacy regulations (GDPR, CAN-SPAM) are followed in all campaigns. • Drive channel performance through A/B testing strategies and continuous experimentation with timing, subject lines, content, and segmentation logic. Audience Targeting & Data Management • Build and refine audience segmentation strategies using SFMC data extensions and SQL queries. • Maintain list hygiene and optimize list growth tactics while monitoring deliverability and engagement metrics. • Collaborate with Data Analysts to identify key behavioral triggers and cohort trends to inform segmentation strategies. Results Ownership • Track performance against Email and SMS targets, incl. financial metrics (e.g., channel revenue, ROAS, MOAS, AOV) and engagement metrics (e.g., # of sends open rate, CTR, conversion rate, site traffic, opt-ins/-outs) • Develop performance dashboards and deliver weekly campaign reports with actionable insights. • Understand drivers of performance and formulate scalable, data-driven actions plans to course-correct. Required Skills & Experience • 5-7 yearsof hands-on experience in email marketing, CRM, or lifecycle marketing—preferably within e-commerce or a digitally native brand. • Proficiency with Salesforce Marketing Cloudrequired — including Journey Builder, Email Studio, and Automation Studio. • Strong technical skills:AMPscript, SQL, HTML/CSSfor personalization, segmentation, and troubleshooting. • Proven track record of building and scaling automated lifecycle programs that improve retention and LTV. • Excellent understanding of analytics and reporting tools (e.g., Looker, Adobe Analytics, SFMC Analytics). • Detail-oriented with exceptional project management, organizational, and time-management skills. • Comfortable collaborating across departments and influencing stakeholders at various levels. • Passionate about continuous testing, learning, and improvement. • Strong interest in the Spoonflower categories Wallpaper, Fabric, Home Decor Preferred Qualifications • Salesforce certifications:Marketing Cloud Email SpecialistorSalesforce Administrator. • Bachelor's degree in Marketing, Business, or a related field. • Experience with SMS platforms like Attentive or similar is a plus. • Familiarity with eCommerce metrics and funnel analytics. Success Metrics • Growth in CRM revenue, profit, ROAS, MOAS • Growth in list size • Flawless execution of all CRM campaigns (incl. Weekend and Holiday sends) • Successful collaboration across teams and departments Supporting a diverse and inclusive workforce is important to Shutterfly not only because it directly reflects our value of Embracing our Differences, but also because it’s the right thing to do for our business and for our people. We welcome all applicants and evaluate them based on their qualifications, without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or other characteristic covered by law. Learn more about our commitment to Diversity, Equity, and Inclusion on our Career Site. This position will accept applications on an ongoing basis until filled. The compensation package for this role is based on multiple factors, such as job level, responsibilities, location, and candidate experience. The base pay ranges included below are specific to the locations listed, and may not be applicable to other locations. California : [$88,000-$124,750] Connecticut and New York: [$88,000-$114,250] Colorado, Illinois, Minnesota and Washington: [$88,000-$105,750] Nevada: [$82,750-$114,250] Maryland and New Jersey: [$95,000-$114,250] Hawaii : [$82,750 –$99,500] This position may be eligible for a bonus incentive, health benefits, a 401K program, and other employee perks. More details about our company benefits can be found at https://shutterflyinc.com/benefits/. This opportunity can be remote, but candidates must reside in a state in which Shutterfly is registered to do business. This includes all US states except District of Columbia, North Dakota, Mississippi, Rhode Island, Vermont, and Wyoming.