Director, Customer Insights And Advocacy

Brobston Group; New York (NY); On-site; USD 150,000 - 230,000; Full time

Job summary

Bloomingdale's is seeking a Director of Customer Insights and Advocacy to lead the end-to-end digital customer experience. You will integrate customer insights with digital performance and business priorities to enhance discovery, engagement, conversion, and the overall online journey.

You will own sitewide experience, content strategy, analytics, and reporting, and steer campaigns and promotions with cross-functional partners.

Qualifications

• Bachelor's degree required; advanced degree preferred.
• 8+ years in digital/e-commerce, customer experience, or related field.
• 3+ years of people leadership experience.
• Strong e-commerce, analytics, cross-functional influence, and stakeholder management skills.

Responsibilities

• Own the sitewide digital customer experience, content strategy, analytics, and reporting.
• Lead campaigns, holiday moments, and promotions with cross-functional partners.
• Analyze customer behavior and performance to improve browse, search, discovery, and conversion.
• Represent business and merchandising needs in digital product improvements and collaborate with internal teams and external partners.
• Lead and develop a high-performing team and promote a customer-first, data-driven culture.

Skills

Digital strategy

Analytics

Stakeholder management

Cross-functional influence

Education

Bachelor's degree

Advanced degree

Tools

Macy's systems

Job description

Summary

The Director, Customer Insights and Advocacy leads Bloomingdale's end-to-end digital customer experience. This role combines customer insights, digital performance, and business priorities to improve discovery, engagement, conversion, and the overall online journey.

Responsibilities

• Own the sitewide digital customer experience, content strategy, analytics, and reporting.
• Lead campaigns, holiday moments, and promotions with cross-functional partners.
• Analyze customer behavior and performance to recommend improvements to browse, search, product discovery, and conversion.
• Represent business and merchandising needs in digital product enhancements and collaborate with internal teams and external partners.
• Lead and develop a high-performing team and promote a customer-first, data-driven culture.

Requirements

• Bachelor's degree required; advanced degree preferred.
• At least 8 years of progressive experience in digital or e-commerce, customer experience, customer insights, digital merchandising, or a related field.
• At least 3 years of people leadership experience.
• Strong e-commerce expertise, analytical skills, cross-functional influence, communication, and stakeholder management skills.
• Familiarity with Macy's systems, tools, and digital merchandising ecosystem is a plus.