Manager, Voice of Customer Programs

Bloomingdale's; New York (NY); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

401k

Medical insurance

Dental insurance

Life insurance

PTO accruals

Holidays

Job summary

Bloomingdale's is seeking a Manager for Voice of Customer Programs to lead and optimize customer feedback initiatives. This role focuses on qualitative and quantitative research, ensuring effective collaboration to enhance customer experience strategies.

Ideal candidates will have 6-8 years of experience in customer feedback management, with expertise in tools like Medallia or Qualtrics. Strong analytical and communication skills are required. Benefits include 401k and medical insurances.

Qualifications

• 6-8 years of experience in customer research or feedback program management.
• Proficiency in both qualitative and quantitative research design and execution.
• Strong project management and stakeholder engagement skills.

Responsibilities

• Lead customer feedback programs and deliver actionable insights.
• Drive end-to-end planning and execution of research projects.
• Collaborate on strategic planning processes integrating customer insights.

Skills

Trend Analysis and Research

Data Analytics

Creative Presentation

Communication and Collaboration

Project Management

Customer Focus and Storytelling

Technical Proficiency

Leadership and Ownership

Tools

Adobe Creative Suite

Excel

PowerPoint

Figma

Canva

Medallia

Qualtrics

Job description

About

Bloomingdale’s makes fashion personal and fun, aspirational yet approachable. Our mission is to guide and inspire our customers to make style a source of creative energy in their lives. We will always strive to make Bloomingdale’s like no other store in the world. Across all brand touchpoints— from Bloomingdales.com to our newest small store concept, Bloomie’s—everyone plays a critical role bringing our mission to life. Our inclusive culture promotes diversity of background, thought and opinion. Regardless of position, we believe all colleagues have a voice and access to share their thoughts with every level of leadership. Our colleagues are passionate, driven, entrepreneurial and collaborative, while having a lot of fun along the way.

Job Overview

As the Manager, Voice of Customer Programs at Bloomingdale’s, you will lead customer feedback programs that inform strategic decisions. You’ll be responsible for delivering actionable insights through qualitative and quantitative research, managing key customer feedback programs, and ensuring effective collaboration with internal stakeholders and external partners. You will also serve as the subject matter expert on customer feedback methodologies, optimizing our existing tools and processes while exploring innovative ways to gather meaningful insights across channels. Your work will directly influence customer experience strategies and organizational priorities.

Key Responsibilities

NPS & Enterprise Feedback Program Management & Insights Development

• Lead the management of the Net Promoter Score (NPS) and CSAT programs, including survey design, feedback cadence, stakeholder reporting, and program optimization.
• Oversee third‑party platforms (e.g., Medallia) and partner coordination to ensure accurate data collection, dashboard usability, and timely delivery of insights.
• Maintain & evolve feedback mechanisms and experience measurement across the business.
• Integrate customer sentiment data with behavioral and transactional data in partnership with analytics and operations teams.
• Pilot and evaluate new feedback channels such as SMS, on‑site prompts, and digital intercepts.
• Develop targeted research initiatives on specific experience drivers (e.g., fulfillment, luxury, service quality).
• Analyze results and synthesize insights into concise, action‑oriented summaries.
• Collaborate with analytics and operations teams to connect customer insights with behavioral and transactional data for a holistic view of the customer experience.

Project Management

• Drive end‑to‑end planning and execution of research projects, ensuring quality, timeliness, and alignment with strategic objectives.
• Create standardized templates, playbooks, and processes to scale research capabilities across the organization.

Vendor & Methodology Oversight

• Oversee third‑party platforms and partner coordination to ensure accurate data collection, dashboard usability, and timely delivery of insights.
• Maintain awareness of evolving customer feedback platforms, methodologies, and sentiment analysis tools to support future program growth.
• Evaluate and adopt emerging tools and techniques to improve research efficiency and relevance.

Strategic Communication & Influence

• Translate research findings into compelling business narratives tailored to cross‑functional audiences, including senior leadership.
• Deliver insights that clearly articulate the “what,” “so what,” and “now what.”
• Collaborate on strategic planning processes by integrating customer insights into performance reviews, roadmaps, and key initiatives.
• Influence decision‑making through clear, evidence‑based recommendations on customer experience improvements.

Skills You Will Need

• Trend Analysis and Research: Proficient in identifying, studying, and communicating macro trends, consumer behavior shifts, cultural influences, past and future zeitgeist impacts, and emerging style trends.
• Data Analytics: Experience in utilizing data analytic tools to convert information into commercial ideas and the ability to read, assess, and organize data and opportunities.
• Creative Presentation: Proficient in creating or collaborating on highly visual presentations and videos, with experience in Adobe Creative Suite, Excel, Word, PowerPoint, and presentation software like XD, Figma, and Canva.
• Communication and Collaboration: Excellent written and verbal communication skills, strong research and copywriting skills, and the ability to effectively collaborate with cross‑functional teams, including Design, Merchant, and Vendor Partners.
• Project Management: Ability to manage multiple workstreams, prioritize based on business needs, and make decisions independently while working under general direction.
• Customer Focus and Storytelling: Relentless customer focus, strong ability to influence, tell compelling stories, and gain trust to implement new ideas, supporting enterprise‑wide storytelling and big‑idea moments.
• Technical Proficiency: Quick adopter of new technology and generative AI tools, proficient in Adobe Creative Suite, Excel, Word, PowerPoint, and presentation software like XD, Figma, and Canva.
• Leadership and Ownership: Focus on building relationship and ownership skills as an emerging leader, supporting trend strategy, vision, and fashion application for Bloomingdale’s and individual areas of focus.

Qualifications

• 6‑8 years of experience in customer research, insights, or feedback program management.
• Proficiency in designing and executing both qualitative and quantitative research.
• Experience with feedback platforms such as Medallia, Qualtrics, or similar tools.
• Strong project management and stakeholder engagement skills.
• Proven ability to synthesize complex data into actionable business insights.
• Excellent communication and storytelling skills, both written and verbal.
• Experience managing vendor relationships and research budgets.

Physical Requirements

• Requires prolonged periods of sitting, with occasional standing.
• Occasionally requires walking, bending, reaching, hearing and talking.
• Continuous use of computers and other office equipment.
• Frequently lift/move up to 25 lbs.

Macy’s, Inc. – including Macy’s, Bloomingdale’s, and Bluemercury – 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. Additional benefit details are available at bloomingdalesJOBS.com.