Senior Manager CRM Performance

Macy's; United States; On-site; USD 126,120 - 209,880; Full time

Benefits offered by this job

Comprehensive health and wellness coverage

401(k) match

Paid time off

Employee Assistance Program

Job summary

A leading retail company is seeking a Senior Talent Acquisition Recruiter to lead customer relationship management initiatives and enhance CRM performance. The role involves analytics, strategic oversight, and collaboration with cross-functional teams to drive improvements. Ideal candidates will possess 8+ years of experience, a related degree, and expertise in tools like Tableau and Adobe Analytics. This position offers competitive benefits, including health coverage and a 401(k) match.

Qualifications

• 8+ years of related experience in a similar role.
• Strong analytical background with hands-on experience in CRM analytics.
• Ability to work a flexible schedule based on department and company needs.

Responsibilities

• Partner with teams to solve complex problems and improve customer experience.
• Lead CRM strategic analytics projects and guide measurement approaches.
• Build dashboards and deliver actionable insights using BI tools.
• Collaborate with leaders on enterprise initiatives and deliver analytics.
• Manage multiple workstreams and prioritize tasks for continuous improvement.

Skills

Analytics & Data Expertise

Strategic Leadership & Business Acumen

Team Leadership & People Development

Communication & Storytelling

Collaboration & Relationship Management

Organizational & Project Management

Values & Cultural Leadership

Education

Bachelor’s degree or equivalent experience

Tools

Tableau

Oracle

Adobe Analytics

BI tools

Job description

Senior Talent Acquisition Recruiter at Macy’s (Digital, Marketing & Merchandising)

Sr. Manager, Customer Relationship Management - Performance
New York, NY, United States
Full time Schedule
Annual Salary: $126,120 - $209,880 (annually^*)
* based on job, location, and schedule

Job Overview

The Senior Manager, Customer Relationship Management develops and oversees measurement and analysis of CRM performance across all campaign types—including transactional, journey/trigger, promotional, and marketing campaigns—driving digital, store, and total Macy’s performance. The role spans all CRM channels (Email, Mobile Messaging, and App) and informs marketing content, CRM strategy, merchandising, and data science initiatives.

What You Will Do

• Partner with CRM and cross‑functional teams to solve complex problems and identify opportunities to improve the customer experience.
• Lead CRM strategic analytics projects, manage direct report accountability, and guide strategic measurement approaches.
• Build dashboards and deliver actionable insights using Tableau, Oracle, Adobe Analytics, and BI tools.
• Collaborate with senior leaders on enterprise initiatives, delivering analytics that highlight current performance and inform future enhancements.
• Develop strategies to measure the impact of programs designed to increase key performance indicators and support impact and scenario analysis.
• Lead analytics office hours, provide training, and partner with Site Analytics and Enterprise Data Science teams to deliver dashboards and conduct QA.
• Collaborate with EDA and merchandising leadership to create Adobe dashboards, monitor data integrity, and drive automation.
• Develop and deliver materials and presentations on Customer Strategy & Growth to executive audiences.
• Manage multiple workstreams, prioritize tasks, and ensure continuous improvement aligned with business and customer needs.
• Demonstrate problem‑solving skills in a complex, matrixed environment, fostering collaboration and empowerment.
• Model transparent communication, coaching, and a culture of accountability.
• Educate the organization on customer‑ and data‑driven strategies, fostering buy‑in across the enterprise.
• Build strong relationships and demonstrate a collaborative, positive approach across functional groups.
• Foster an environment of acceptance and respect that strengthens relationships with colleagues, customers, and communities.
• Perform additional duties as assigned.

Skills You Will Need

Analytics & Data Expertise – Advanced proficiency in Tableau, Oracle, Adobe Analytics, and BI tools; developing dashboards, measuring CRM performance across channels, performing impact and scenario analysis, and implementing automation.
Strategic Leadership & Business Acumen – Ability to develop and implement CRM strategies, optimize campaigns, influence marketing, merchandising, and data science initiatives, and communicate insights to executive audiences.
Team Leadership & People Development – Proven experience managing, mentoring, and guiding direct reports and cross‑functional teams; fostering a culture of coaching and performance excellence.
Communication & Storytelling – Exceptional verbal, written, and presentation skills; able to convey insights, strategies, and results to diverse audiences.
Collaboration & Relationship Management – Strong ability to build and maintain relationships across a matrixed organization; flexible in style and approach.
Organizational & Project Management – Excellent prioritization, delegation, and multi‑project management skills; drives results while ensuring continuous improvement.
Values & Cultural Leadership – Models company values; champions customer‑ and data‑driven decision‑making; promotes transparency, recognition, resilience, and accountability.

Who You Are

• Bachelor’s degree or equivalent experience in a related field, plus 8+ years of related experience.
• Strong analytical background with hands‑on experience in CRM analytics.
• Ability to work a flexible schedule based on department and company needs.

What We Can Offer You

Enjoy comprehensive health and wellness coverage, a 401(k) match, paid time off, eight paid holidays, performance‑based incentives, annual merit review, and an Employee Assistance Program. Continuous learning and leadership development are also part of the benefits package.

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

Access the full menu of benefits offerings here.

About Us

We’re a dynamic, inclusive organization with more than 160 years of tradition and innovation in retail. We specialize in creating memorable experiences for customers and are committed to empowering employees to excel.

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

This job description is not all‑inclusive. Macy's, Inc. reserves the right to amend this job description at any time. Macy's, Inc. is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.