Director, Messaging Operations. LilyLifestyle

Director, Messaging Operations

The Director of Messaging Operations is responsible for leading the execution and optimization of omni-channel customer messaging across email, mobile, SMS, and Windows/in-product channels. This role partners in defining and operationalizing the CRM platform strategy-ensuring the platform ecosystem, data integrations, and execution capabilities evolve to support scalable, personalized, and measurable customer engagement. As the leader of Customer Journey Operations, you will manage a high performing execution team responsible for building, testing, deploying, and continuously optimizing customer journeys.

You will partner closely with the Direct Acquisition and Retention & Engagement CRM team to translate strategy into reliable, measurable customer experiences. This role sits within the Marketing Operations & Enablement team and is critical to ensuring the organization can execute sophisticated, personalized, cross channel journeys at scale while maintaining strong governance, platform health, and operational efficiency. This is a Hybrid position located in our Frisco, TX office.

We value in-office collaboration and meaningful interactions, so expect that you will be able to be in the office on a regular basis according to team needs. When you are not working on-site, you will be working from your home office. We are only considering candidates within a commutable distance to the New York, NY office or the Frisco, TX office and are not offering relocation assistance at this time.

• Partner with CRM, Mar Tech, Product, and Data teams to define and evolve the CRM platform strategy and roadmap, aligning capabilities to lifecycle marketing and business priorities.
• Translate CRM strategy into platform capabilities, execution frameworks, and scalable operating models.
• Drive prioritization of platform enhancements, integrations, and feature adoption to enable advanced personalization, orchestration, and measurement.
• Ensure CRM platforms are configured and optimized to support audience activation, journey orchestration, and real-time messaging use cases.
• Establish and maintain execution standards, data requirements, and architectural best practices across CRM and messaging platforms.
• Partner with Engineering and Data teams to ensure seamless data flows, event integrity, and audience availability for activation.
• Evaluate platform performance and identify opportunities to simplify, consolidate, or scale the messaging ecosystem.
• Contribute to vendor strategy, platform governance, and capability assessment to ensure long‑term scalability and cost efficiency.
• Define and enforce governance related to frequency caps, suppression logic, testing standards, and compliance requirements.
• Lead triage and resolution for execution issues, incidents, and campaign risks.
• Translate marketing strategy and journey designs into scalable, repeatable execution within CRM and messaging platforms.
• Own end‑to‑end execution of customer messaging journeys across email, mobile push, SMS, and Windows/in‑product messaging.
• Ensure accurate configuration and deployment of campaigns, triggers, decision splits, timing, and frequency management.
• Oversee real‑time and scheduled communications supporting acquisition, onboarding, engagement, retention, and monetization use cases.
• Support experimentation and test‑and‑learn initiatives through reliable journey execution and measurement.
• Lead, develop, and scale a team of Platform Specialists and developers responsible for campaign execution.
• Establish clear roles, operating workflows, and execution standards to enable high‑quality, on‑time delivery.
• Drive operational excellence through documented processes, SLAs, QA frameworks, and release management practices.
• Coach team members on platform capabilities, journey best practices, and evolving channel requirements.
• Own operational performance metrics such as delivery health, execution accuracy, defect rates, and speed‑to‑market.
• Identify opportunities to improve scale, automation, personalization coverage, and cross‑channel orchestration.
• Drive continuous improvements in execution workflows, tooling, and team…