Manager, Customer Journey Operations

Bring Your Amazing Self to Work

At Macy's, Inc. we're on a mission to create a brighter future with bold representation for all. This is our Mission Every One. We know that each person here is unique. So we respect and invest in each individual to create growth, pride, and satisfaction. If we are able to bring our whole selves to work, it translates into a more abundant and wider array of ideas and energy for all to benefit from. Our success will be built on amazing colleagues, working together.

 

Job Overview

The Manager, Targeting Production is a member of the Retention Marketing Team, which drives growth and optimizes customer lifetime value through owned media. This team manages the customer contact strategy, lifecycle, and end-to-end campaign execution for all retention channels, including Email, Mobile, Site Targeted Content, Direct Mail, and POS. The Manager supervises the team responsible for targeting Email, Direct Mail, SMS, Push, and Site Targeted content communication, including promotional, editorial, loyalty, and credit-related messaging.

 

What You Will Do

• Manage the team executing segmentation strategies for email, SMS, app push notifications, site-targeted content, direct mail, and targeted offers channels.
• Monitor campaign operations as the primary day-to-day contact and serve as the escalation point for off-hours business questions and decisions on campaigns. Availability during off-hours is required as needed.
• Lead efforts to optimize cadence and frequency, collaborating with key partners to understand events and drivers of sales, and reflect these priorities in segmentation.
• Assess targeting and calendar scenarios for various channels using CRM marketing tools, optimizing for customer engagement and sales performance.
• Support the testing roadmap and implement new predictive models and scores in the digital targeting strategy, in partnership with Targeting Strategy, Analytics, and Data Science teams.
• Optimize the CRM lifecycle contact strategy, focusing on the cadence and frequency of touchpoints.
• Demonstrate thought leadership to improve complex workflows and provide practical solutions. Redefine current processes to gain workflow efficiencies, maximize bandwidth, identify automation opportunities, and achieve cost savings.
• Act as the business owner for all technical enhancements, new capabilities, and new automations in workflow and process.
• Identify key tactics to increase customer engagement and interaction.
• Assess customer response performance, provide insights across business categories and channels, and make recommendations to internal and external business partners.
• Identify and propose A/B test ideas to optimize customer communication.
• Lead the optimization of key milestones and workflow streams to maximize bandwidth across the team.
• Develop succession planning to ensure business continuity.
• Coach the team to lead independently and delegate projects effectively.
• Help develop growth and learning goals for the team.

 

Skills You Will Need

Advanced CRM Communication Tactics: In-depth knowledge of industry-standard CRM communication methods and tools.

Analytical Abilities: Strong strategic thinking, data interpretation, financial analysis, and problem-solving skills.

Quality Assurance: High attention to detail with a heavy focus on quality control.

Technology Proficiency: Demonstrable computer skills, including proficiency with Microsoft Office (Word, Excel, PowerPoint) and database applications.

Effective Communication: Strong communication skills, both written and verbal, to interact with middle management, cross-functional teams, and key stakeholders.

Project Management: Strong project management skills to prioritize and manage multiple projects simultaneously.

Stakeholder Management: Ability to collaborate with various stakeholders, including senior management, and define business process issues.

Issue Escalation: Ability to escalate issues and provide pushback as needed.

Relationship Building: Ability to work efficiently in a cross-functional, team-based environment and maintain strong working relationships.

Team Leadership: Previous experience in managing, motivating, and developing teams of at least three or more people.

Independent