Sr Manager, CRM Performance

Macy's; New York (NY); On-site; USD 126,000 - 210,000; Full time

Job summary

Join Macy's as a Senior Manager of CRM Performance, where you'll lead analytics projects to enhance customer experiences and drive business performance. This role requires strong analytical skills, strategic thinking, and the ability to collaborate across teams. Enjoy a dynamic work environment with competitive pay and benefits.

Benefits

Merchandise discounts

Performance-based incentives

Annual merit review

Employee Assistance Program

Tuition reimbursement

Qualifications

• 8+ years of experience in analytics and CRM.
• Strong strategic and business acumen.
• Ability to communicate effectively with executive audiences.

Responsibilities

• Develop and oversee measurement and analyses of CRM performance.
• Lead CRM strategic analytics projects and guide direct reports.
• Collaborate with senior leaders on enterprise initiatives.

Skills

Analytical skills

Data-driven decision making

Collaboration

Problem-solving

Education

Bachelors in Marketing, Business, Analytics, Mathematics

Tools

Tableau

Oracle

Adobe Analytics

Job description

Join to apply for the Sr Manager, CRM Performance role at Macy's

Join to apply for the Sr Manager, CRM Performance role at Macy's

This range is provided by Macy's. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$126,120.00/yr - $209,880.00/yr

Be part of an amazing story

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.

The Macy’s Customer organization’s mission is to drive customer obsession across our teams and programs in order to deliver outstanding customer experience that leads to engagement, loyalty, growth, and profitability. The Customer Journey team specifically works to elevate and amplify the voice of customer, set enterprise customer strategy, and deliver through powerful customer-led programs such Personalization, Loyalty, Credit, and Registry.

Do you want to collaborate with a smart and talented team in a fun work environment? This is a unique opportunity to join an established retailer that is investing in growth at scale. Gain first-hand experience defining the future of online and physical commerce and customer experience. With a constant influx of exciting and challenging problems to solve - you'll never have a boring day at the office. We also offer many roles with the freedom to build and lead a team. Join Macy's Customer team to grow your career and help shape the future of an iconic brand.

Job Overview

The Senior Manager is responsible for developing and overseeing measurement and analyses towards the impact of CRM performance across all campaign types (transactional, journey/trigger, promotional & marketing campaigns) that contributes to digital, store, and total Macy’s performance. Scope will cover all CRM channels including Email, Mobile Message (SMS and Push), and App. Your work will inform marketing content, CRM strategy, site merchandising and data science actions by developing methodology and leading a team of performance analysts in delivering value-add and insightful recommendations. With your comprehensive command of data-analysis tools and techniques, you'll design and guide a team through analyses frameworks, triage site usage impacts and performance, develop data stories with recommendations alongside a dedicated team, and generate automation where appropriate.

Essential Functions

• Partner and own accountability to CRM and cross-functional teams solving complex problems and proactively identifying opportunities to improve the customer experience. Provide analytics leadership, including campaign-level and channel-level performance and marketing analytics to Customer & Digital and Marketing partners to improve CRM strategies and optimizations.
• Lead and own CRM strategic analytics projects along with direct report accountability. Proactively guide direct reports in strategic measurement approach development for their areas of focus
• Expert Tableau, Oracle, Adobe Analytics and BI background with the ability to build dashboards and enable stakeholders to make data-driven decisions.
• Collaborate with senior leaders on enterprise initiatives to provide analytics and insights around current performance and future enhancements.
• Develop ground-up strategy for understanding and measuring impact of programs designed to increase key performance indicators. Develop and deliver methodology for impact and scenario analysis due to event, site, or technical business changes.
• Lead administration of Analytics Office Hours on a bi-weekly basis delivering training CRM organization along with direct reports. Partner with site analytics and Enterprise Data Science teams on full, suite of analytics dashboards and conduct QA for all work products within dedicated team.
• Collaborate with EDA and Customer & Digital Strategy & Analytics, and Site merchandising leadership to create Adobe dashboards and measurement approach leading to automation and reporting efficiencies. Monitor data integrity threats within Adobe data set, reporting potential cases to management teams when appropriate to ensure accuracy of enterprise data.
• Develop and deliver materials and presentations related to Customer Strategy & Growth for senior audiences (e.g., executive leadership, investors, brand partners, board of directors, etc.).
• Strong organizational skills to manage multiple Customer and Marketing teams and workstreams, results, and continued improvement based on business and customer experience needs.
• Able to effectively develop, prioritize, and assign work across multiple workstreams within function .
• Deep problem-solving orientation in a complex and matrixed stakeholder environment with intense and empowering collaboration skills that uplifts others.
• Takes responsibility for the achievement of business goals, invites constructive feedback, and partners effectively across the enterprise to ensure future success.
• Models open, transparent, and continuous communication and collaboration, effectively leading team members to present information in a clear, concise manner with ability to story tell for different audiences.
• Educate the organization on the value of customer-driven and data-driven strategies and decision-making, communicate strategies and results to foster buy-in and activation across the organization.
• Outstanding facilitation, and relationship-building skills, true team player. Consistently demonstrates a positive and collaborative approach – comfortable working with various functional groups across the organization.
• Fosters a culture of collaboration across organizational boundaries; understands and knows how to successfully navigate a matrixed organization.
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities
• Other duties as assigned.
  
  

Qualifications And Competencies

• Bachelors in Marketing, Business, Analytics, Mathematics, or equivalent experience required.
• 8+ years of experience.
• Strong strategic and business acumen, with experience and comfort developing content and communicating to executive audiences.
• Strong analytical skills and adept at making data-driven and insight-driven decisions.
• Ability to think creatively, strategically, analytically with a customer-oriented lens at all times.
• Integrator and collaborator with others, with ability to flex style and approaches for different stakeholder groups.
• Adept organizational, delegation, and prioritization skills and excellent verbal and written communication skills are required with team members up, down, and across the organization.
• Creates a culture of service by setting the tone, establishing metrics to measure performance, and holding teams accountable for consistently exceeding customer and/or internal partner expectation.
• Communicates desired outcomes in a way that inspires others and motivates them to achieve superior results and provide exceptional service.
• Creates a culture where performance coaching and development of others is prioritized, valued, and rewarded. Models this behavior by introspectively identifying opportunities for personal development and improvement.
• Consistently demonstrates the importance of behaving in accordance with Macy's values every day, and recognizes individuals and/or teams for exemplary instances of living these values.
  
  

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

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

Access the full menu of benefits offerings here.

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!

DIGITAL00

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 macysJOBS.com.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Retail Apparel and Fashion, IT Services and IT Consulting, and Retail

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