CRM Journey Strategist – Personalization & Ops Lead

Bloomingdale's Inc.; New York (NY); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health benefits

401(k) match

Paid time off

Eight paid holidays

Job summary

Macy's, Inc. is seeking a Customer Relationship Management Strategy Specialist to drive end-to-end personalization initiatives across email, mobile, and site channels.

You will coordinate with cross-functional teams and senior leadership to translate business goals into actionable requirements and deliver strategic enhancements. The role requires strong project management, data interpretation, and documentation skills, plus the ability to navigate ambiguity.

Qualifications

• Bachelor’s degree or equivalent work experience in a related field.
• 3–4 years of experience in digital marketing.
• Able to work a flexible schedule based on department and company needs.

Responsibilities

• Lead and implement enhancements across email, mobile, and site channels to support strategic goals.
• Collaborate with cross-functional teams, vendors, CRM analysts, and business partners to gather input, clarify requirements, and drive new functionalities and improvements.
• Develop and document detailed business requirements, use cases, and business rules. Conduct user acceptance testing to ensure quality and alignment.
• Represent business strategies in comprehensive marketing solutions while understanding the underlying technical components, design, and systems.
• Build and maintain strong relationships with business stakeholders by understanding their goals, providing strategic support, and establishing trust.
• Advocate for timely issue resolution by identifying problems, evaluating solutions, communicating updates, and ensuring closure.
• Support the management and prioritization of the Retention Marketing team’s capabilities and enhancements roadmap.
• Analyze programs and tactics to identify gaps, trends, and opportunities that improve internal campaign execution and enhance the customer experience.
• Lead stakeholder meetings to initiate projects, share progress updates, and resolve outstanding issues.
• Troubleshoot major challenges and elevate critical issues to appropriate leadership as necessary.
• Prepare and deliver hindsight analyses and recommendations to leadership and partner teams to inform future initiatives.
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.
• In addition to the essential duties mentioned above, other duties may be assigned.

Job description

Macy's, Inc. is seeking a Customer Relationship Management Strategy Specialist to drive end-to-end personalization initiatives across email, mobile, and site channels.

You will coordinate with cross-functional teams and senior leadership to translate business goals into actionable requirements and deliver strategic enhancements. The role requires strong project management, data interpretation, and documentation skills, plus the ability to navigate ambiguity.