Senior, Customer Planning & Strategy

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.

 

Job Overview

The Senior, Customer Planning & Strategy focuses on turning customer data into strategic financial plans that influence business stakeholders. As part of the Consumer Insights team, the Senior synthesizes customer data and segmentations into seasonal forecasts and long-range plans that guide decision-making and drive cross-functional alignment. This role serves as a leading voice in presenting customer plans and narratives to leaders across Macy’s enterprise, including stores, digital merchandising, marketing, and others, to ensure a shared understanding of customer behavior that drives smarter, customer-informed business decisions.

 

What You Will Do

• Lead the development and execution of customer planning initiatives aligned with company growth objectives by analyzing customer data to identify trends, behaviors, opportunities, and challenges. Translate insights into actionable strategies that guide customer engagement, retention, and acquisition efforts.
• Track and report on the performance of customer plans, synthesizing insights from data to improve decision-making across business units. Partner with cross-functional teams, including marketing, merchandising, and operations, to adjust tactics as needed to meet business goals.
• Develop and implement tools and frameworks that streamline the customer planning process, enhance data accessibility, and promote data-driven decision-making.
• Own the development and communication of customer plan roadmaps, driving continuous improvement in planning processes to support long-term customer strategy, scalability, and operational efficiency.
• Deliver executive-ready presentations that clearly articulate customer behaviors, trends, and strategic recommendations to inform leadership decision-making.
• Collaborate with Consumer Insights, Enterprise Data & Analytics, Marketing, and Customer Journey teams to ensure a unified voice of the customer.
• Coach the CI team on customer plans and incorporate customer plan context into primary, CX, and market insights analysis.
• 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

Data Analysis and Visualization: Expertise in querying, analyzing, and visualizing large datasets using tools such as SQL, Tableau, and Power BI. Experience with statistical software like R and Python is also valuable.

Strategic Thinking: Ability to transform complex, often fragmented customer data into actionable insights and strategic recommendations that guide customer engagement, retention, and acquisition efforts.

Customer Insights: Proficiency in synthesizing customer data and segmentation into seasonal forecasts and long-range plans that drive business decisions and cross-functional alignment.

Presentation and Storytelling: Exceptional presentation-building skills with the ability to communicate customer behaviors, trends, and strategic insights to executives in a compelling and clear manner.

Cross-Functional Collaboration: Ability to work effectively with teams across marketing, merchandising, operations, and other departments to adjust strategies and achieve business goals.

Project and Process Management: Strong project management and organizational skills, with the ability to juggle multiple projects, prioritize tasks, and deliver high-quality results on time.

Communication: Excellent written and verbal communication skills, with the ability to think conceptually and pragmatically, and convey complex information in a clear and actionable way.

Proactivity and Independence: A proactive and curious mindset, with the ability to work independently, bring structure to ambiguous environments, and drive continuous improvement.

 

Who You Are

• Candidates with a bachelor’s