CRM Personalization & Strategy Specialist

Macy's; New York (NY); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Health and wellness coverage

401(k) match

Paid time off

Eight paid holidays

Tuition reimbursement

Merchandise discounts

Incentives

Job summary

Macy’s is seeking a Specialist, CRM Personalization to lead hands-on customer retention marketing and contribute strategically within the growing in-house CRM team.

You will collaborate with marketing, creative, and technology teams across business units to plan and execute initiatives across email, app messaging, and SMS, apply CRM best practices, and measure impact to drive revenue and loyalty. This role also involves presenting insights and optimizing campaigns across channels.

Qualifications

• Hands-on experience executing and contributing strategically to CRM initiatives across email, app messaging, and SMS channels.
• Proven ability to work closely with marketing, creative, and technology teams across multiple business units to drive innovation and improve CRM processes.
• Deep knowledge of both production and strategic components of CRM tactics, with strong relationship-building and workflow management skills.
• Excellent written and verbal communication skills, with the ability to clearly explain complex CRM concepts to non-technical audiences and socialize strategies across the organization.
• Strong analytical skills, preferably with experience in Microsoft Excel or similar tools, to measure project impact and inform data-driven decisions.
• Self-starter with excellent organizational skills; able to manage multiple projects simultaneously, prioritize effectively, and adjust course as needed.
• Experience with CRM and digital marketing platforms such as Oracle Responsys, Movable Ink, Wunderkind, or similar technologies.
• Strong problem-solving ability with a flexible mindset to pivot strategies based on performance and organizational needs.

Responsibilities

• Collaborate with the CRM Senior Manager to drive performance growth by planning and executing strategic initiatives across email, app messaging, and SMS channels.
• Work closely with marketing, creative, and technology teams across multiple business units, providing CRM expertise to support innovation and process improvements.
• Apply deep knowledge of both production and strategic aspects of CRM tactics, while building strong relationships and effectively managing cross-team workflows.
• Demonstrate excellent problem-solving skills and expert understanding of CRM best practices, with the ability to clearly communicate complex concepts to non-CRM audiences.
• 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.

Skills

CRM strategy

Email marketing

Cross-functional collaboration

Production & tactical CRM

Communication & presentation

Data analysis

Project management

CRM platforms

Education

Bachelor's degree or equivalent

Tools

Oracle Responsys

Movable Ink

Wunderkind

Job description

Macy’s is seeking a Specialist, CRM Personalization to lead hands-on customer retention marketing and contribute strategically within the growing in-house CRM team.

You will collaborate with marketing, creative, and technology teams across business units to plan and execute initiatives across email, app messaging, and SMS, apply CRM best practices, and measure impact to drive revenue and loyalty. This role also involves presenting insights and optimizing campaigns across channels.