Sr. Director, Customer, Digital Strategy and Operations

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 Director, Customer & Digital Strategy & Operations leads strategy development, retail business operations, project execution, and process improvements that support Macy’s Customer and Digital business. This role reports to the VP, Digital Strategy & Analytics and partners closely with Customer & Digital leadership and cross-functional teams to drive top digital growth initiatives through structured problem solving, analytical rigor, and collaborative execution. The Senior Director is also responsible for overseeing the end-to-end retail planning and execution process, ensuring alignment between the retail plan and overarching business objectives to enable high-fidelity execution across all digital initiatives.

What You Will Do

• Work directly with the Chief Customer & Digital Officer and the VP, Customer & Digital Strategy and Analytics to develop the strategy for the business.
• Partner with the Customer & Digital team and other stakeholders in driving the most strategic, often cross-functional transformation initiatives for Macy’s Digital business.
• Define, measure, and track key metrics and performance indicators.
• Design and lead retail execution processes, including event planning, promotion execution, CX quality assurance, and execution governance.
• Lead the strategic design and operational execution of the retail planning process, ensuring trade plans are tightly aligned with business objectives and executed with precision across all channels and events.
• Build scalable processes, tools, and governance mechanisms that drive accountability, readiness, and continuous improvement across planning cycles.
• Work daily with counterparts in Marketing, Merchandising, and Stores to define cross-functional priorities and coordinate decision making.
• Leverage strategic thinking and cross-functional expertise to synthesize trends, insights, and challenges that impact business outcomes.
• Apply structured problem solving and analytical rigor to develop solutions to complex business challenges.
• Create and deliver compelling presentations that translate insights into strategic recommendations, using storytelling to influence decision-making.
• Proactively identify, prioritize, and escalate key issues and decisions to senior leaders to maintain momentum and ensure timely resolution.
• Foster an environment of acceptance and respect that strengthens relationships and ensures authentic connections with colleagues, customers, and communities.
• Other duties may be assigned.

Skills You Will Need

Strategic & Analytical Thinking: Ability to translate complex challenges into actionable strategies using data-driven insights.

Retail Planning & Execution Oversight: Experience leading scalable planning processes and ensuring high-fidelity execution across channels.

Cross-Functional Leadership: Skilled at aligning diverse teams and driving progress without direct authority.

Executive Communication: Strong storytelling and presentation skills tailored to senior audiences.

Change & Project Management: Proven ability to lead transformation initiatives and deliver measurable impact.

Technical Proficiency: Proficient in Microsoft Excel and PowerPoint; able to communicate technical topics clearly.

Who You Are

• Candidates with a Bachelor’s degree and 6-8 years equivalent work experience in a leading consulting firm and/or running retail or trade planning for a retail company are encouraged to apply. 
• Strong proficiency in Microsoft tools (PowerPoint, Excel) required.
• Regularly required to sit, talk, hear; use hands/fingers to touch, handle, and feel. Occasionally required to move about the workplace and reach with hands and arms. Requires close vision.
• Able to work a flexible schedule based on department and company needs.

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. Enjo