Sr. Manager, Customer Relationship Management - Performance

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 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—that drive digital, store, and total Macy’s performance. The role spans all CRM channels, including Email, Mobile Messaging (SMS and Push), and App. The Senior Manager informs marketing content, CRM strategy, site merchandising, and data science initiatives by developing methodologies and leading a team of performance analysts to deliver value-added, actionable recommendations. With deep expertise in data-analysis tools and techniques, the Senior Manager designs and guides analytical frameworks, assesses site usage impacts and performance, creates compelling data stories with recommendations, and implements automation where appropriate.

 

What You Will Do

• Partner with CRM and cross-functional teams to solve complex problems and proactively identify opportunities to improve the customer experience. Provide analytics leadership, including campaign-level and channel-level performance analysis, to Customer & Digital and Marketing partners to optimize CRM strategies.
• Lead CRM strategic analytics projects and manage direct report accountability. Guide direct reports in developing strategic measurement approaches for their areas of focus.
• Demonstrate expertise in Tableau, Oracle, Adobe Analytics, and BI tools; build dashboards that enable stakeholders to make data-driven decisions.
• Collaborate with senior leaders on enterprise initiatives by delivering analytics and insights that highlight current performance and inform future enhancements.
• Develop strategies to measure the impact of programs designed to increase key performance indicators. Deliver methodologies for impact and scenario analysis related to events, site performance, or technical business changes.
• Lead the administration of Analytics Office Hours on a bi-weekly basis, providing training for the CRM organization and direct reports. Partner with Site Analytics and Enterprise Data Science teams to deliver a suite of dashboards and conduct QA for all team deliverables.
• Collaborate with EDA, Customer & Digital Strategy & Analytics, and Site Merchandising leadership to create Adobe dashboards and measurement approaches that enable automation and reporting efficiencies. Monitor potential data integrity issues within the Adobe dataset and escalate concerns to management when necessary.
• Develop and deliver materials and presentations on Customer Strategy & Growth for senior audiences, including executive leadership, investors, brand partners, and the board of directors.
• Apply strong organizational skills to manage multiple Customer and Marketing teams, workstreams, and deliverables, while driving continuous improvement aligned with business and customer needs.
• Effectively develop, prioritize, and assign work across multiple workstreams within the function.
• Demonstrate deep problem-solving skills in a complex, matrixed stakeholder environment, fostering collaboration and empowering others.
• Take accountability for achieving business goals, invite constructive feedback, and partner effectively across the enterprise to ensure long-term success.
• Model open, transparent, and continuous communication. Lead team members to present information clearly and concisely, tailoring storytelling for different audiences.
• Educate the organization on the value of customer- and data-driven strategies. Communicate strategies and results to foster buy-in and activation across the enterprise.
• Build strong relationships and demonstrate outstanding facilitation skills. Consistently model a collaborative, positive approach while working across functional groups.
• Foster a culture of collaboration across organizational boundaries and successfully navigate a matrixed environment.
• Foster an environment of