Job Details

Manager, Contact Planning

Brand: Chico's FAS, Inc-Shared Services
Category: Fashion Marketing
Fort Myers, FL


Position Objective

This position is responsible for the development of the customer contact strategy, campaign planning for direct channels, and managing the timely execution of direct marketing campaigns to our customers. This position is responsible for the post analysis of marketing events, testing recommendations, and providing analytics and data-driven answers to business questions. Insights from reporting and ad hoc analysis will be used in recommendations that will impact marketing investments, acquisition initiatives, and customer strategy.

Functional Responsibilities

  • In partnership with the brands develop optimal contact strategies across media and sales channels that align with brand strategic and long range goals
  • Manage customer contact strategy including direct mail, email, digital, and calling campaigns
  • * Manage customer segment specific communication strategies to meet objectives and KPI's by which campaign effectiveness and economics will be evaluated
  • * Leverage intimate knowledge of the effectiveness of past communications, offers and statistical models
  • Drive the evolution of current contact planning to include personalization and relevance
  • Partner with CRM, Marketing Analytics, Testing & Advanced Analytics, Merchandise Planning, Brand Marketing and Finance in the design, execution and measurement of marketing tests
  • Review monthly customer forecasts by sales channel and high value segmentation with Customer Planning to understand risk and opportunities
  • Communicate opportunities and risks to business plans from trends in customer performance, migration, and behavior
  • Provide leadership and mentorship to team members to build proficiency and efficiency


  • Bachelor's Degree accredited institution
Required Qualifications
  • Bachelor's degree in Business, Finance, Marketing, Math or related field required, MBA preferred
  • 3+ years of CRM/direct marketing experience required (5+ years preferred) in an omni-channel retail environment to include:
  • Multi-medium, longitudinal contact strategies (direct mail, email, digital and phone campaigns)
  • Leveraging and/or implementation of statistics, modeling, and probability in support of mutli-medium touch strategies
  • Development and assessment of acquisition, customer growth, reactivation and retention strategies
  • SAS Enterprise Guide, SAS or SQL programming experience required
  • Exceptional problem-solving and analytical skills; strong aptitude with numbers; retail math skills; attention to detail
  • Communicate effectively and clearly, reflecting an appropriate sense of urgency to all levels of management with a proven ability to summarize complex analytics into business insights
  • Builds collaborative partnerships cross-functionally; identifies/influences critical stakeholders
  • Solid understanding of the financial assessment of ROI


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About Chico's
For 30 years, we've helped millions of women look as great as they feel. Our chic prints, artisan jackets, and wrinkle-free Travelers collection have built quite a following at our boutiques, but we hear it's our combination of great style, one-of-a-kind details, and warm, personal service that has captured the hearts of women nationwide.

How do we do it? It's all about you. Honestly. Every time we pick up a pencil to sketch a new design, we think about you: where you're going, what you're doing, what will flatter your body and make you feel fabulous.

Even as Chico's has grown, our values—beautiful apparel, exceptional service and deep appreciation for our customers—still remain at the heart of who we are today.

Our Brands

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