Journey Operations Specialist

Macy's; New York (NY); On-site; USD 90,000 - 125,000; Full time

Benefits offered by this job

Health and wellness coverage

401(k) match

Paid time off

Eight paid holidays

Learning and leadership development

Employee ERGs

Volunteer opportunities

Performance-based incentives

Annual merit review

Employee Assistance Program

Job summary

Macy’s is seeking a Customer Relationship Management Strategy Specialist to manage end-to-end deliverables for dynamic personalization strategies across retention tactics. The role requires strong attention to detail and collaboration with cross-functional teams and senior management to execute strategic initiatives.

You will lead end-to-end enhancements across email, mobile, and site channels, gather requirements from partners, and document business rules.

Qualifications

• Bachelor’s degree or equivalent in marketing or related field.
• Experience managing end-to-end marketing projects and campaigns.
• Strong understanding of retention marketing and CRM concepts.
• Proven ability to translate business requirements into actionable projects.

Responsibilities

• Lead and implement enhancements across email, mobile, and site channels to support strategic goals.
• Collaborate with cross-functional teams and vendors to gather input and drive new functionalities.
• Develop and document detailed business requirements, use cases, and business rules; conduct UAT.
• Represent business strategies in marketing solutions while understanding technical components and design.
• Build relationships with stakeholders and prioritize roadmap for Retention Marketing.
• Identify issues, evaluate solutions, and ensure timely closure.

Skills

Project management

Cross-functional collaboration

Data interpretation

Documentation

Subject matter expertise in marketing

Relationship building

Problem solving

Analytical thinking

Communication skills

Technical aptitude

Education

Bachelor’s degree or equivalent in marketing or related field

Tools

MS Office

Job description

Macy’s is more than just a store. We’re a story. One that’s captured the hearts and minds of America for more than 160 years. A story about innovations and traditions…about inspiring stores and irresistible products…about the excitement of the Macy’s 4th of July Fireworks, and the wonder of the Thanksgiving Day Parade. We’ve been part of memorable moments and milestones for countless customers and colleagues. Those stories are part of what makes this such a special place to work.

Job Overview

The Customer Relationship Management Strategy Specialist manages end-to-end deliverables and project tasks that support dynamic personalization strategies across all retention tactics. This individual demonstrates strong attention to detail and organizational skills, effectively managing multiple projects simultaneously while navigating ambiguity and taking direction. The specialist collaborates comfortably with cross-functional teams and senior management to execute strategic initiatives.

What You Will Do

• Lead and implement enhancements across email, mobile, and site channels to support the company’s strategic goals.
• Collaborate with cross-functional teams, third-party vendors, CRM analysts, and business partners to gather input, clarify requirements, and drive new functionalities and improvements. Leverage data and insights to inform strategic recommendations.
• Develop and document detailed business requirements, use cases, and business rules. Conduct user acceptance testing to ensure quality and alignment.
• Serve as a subject matter expert, representing 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 escalate 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.

Skills You Will Need

Project Management: Ability to manage end-to-end deliverables and multiple projects simultaneously while maintaining organization and attention to detail.

Cross-Functional Collaboration: Strong skills in collaborating with cross-functional teams, third-party providers, and CRM analysts to gather input and clarify requirements.

Data Interpretation: Comfort with interpreting data and using actionable insights to make strategic recommendations.

Documentation Skills: Proficient in developing and documenting business requirements, use cases, and business rules, as well as conducting user acceptance tests.

Subject Matter Expertise: Knowledgeable in marketing strategies, with the ability to advocate for business solutions while understanding technical components and design.

Relationship Building: Strong interpersonal skills to build relationships with business function sponsors, understanding their objectives and establishing trust.

Problem-Solving: Ability to investigate issues, assess options, and provide feedback to ensure effective resolution.

Analytical Thinking: Skill in identifying gaps, trends, and opportunities to improve internal campaign execution and customer experience.

Communication Skills: Ability to lead meetings and communicate effectively with stakeholders to kick off projects, review progress, and resolve issues.

Technical Aptitude: Passion for technology and data, with an understanding of email, mobile, and site personalization methods.

Creative and Strategic Thinking: Ability to think creatively and strategically while addressing technical challenges.

Technical Proficiency: Proficiency in MS Office applications, essential for reporting and data analysis.

Who You Are

• Candidates with a Bachelor’s degree or equivalent work experience in a related field are encouraged to apply. 3-4 years of experience in digital marketing.
• This role involves performing essential job functions such as communication, collaboration, and use of office and computer systems. Responsibilities include the ability to access and review written and electronic information, and to move within the work environment and interact with workplace materials as needed to carry out job responsibilities.
• Able to work a flexible schedule based on department and company needs.

What We Can Offer You

Join a team where work is as rewarding as it is fun! We offer a dynamic, inclusive environment with competitive pay and benefits. Enjoy comprehensive health and wellness coverage and a 401(k) match to invest in your future. Prioritize your well-being with paid time off and eight paid holidays. Grow your career with continuous learning and leadership development. Plus, build community by joining one of our Colleague Resource Groups and make a difference through our volunteer opportunities.

Some additional benefits we offer include:

• Performance-based incentives
• Annual merit review
• Employee Assistance Program with mental health counseling and legal/financial advice

About Us

This is a great time to join Macy’s! Whether you’re helping a customer find the perfect gift, streamlining operations in one of our distribution centers, enhancing our online shopping experience, buying in-style and on-trend merchandise to outfit our customers, or designing a balloon for the Thanksgiving Day Parade, we offer unique opportunities to be part of some of the most memorable moments in people’s lives.

Join us and help write the next chapter in our story - apply today!

Macy's, Inc. is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.

This position may be eligible for performance-based incentives/bonuses. Benefits include 401k, medical/vision/dental/life/disability insurance options, PTO accruals, Holidays, and more. Eligibility requirements may apply based on location, job level, classification, and length of employment. Click here to see details on benefits.