Sr. Manager, Personalization, Lifecycle and Loyalty

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, Loyalty & Credit Program and Personalization Marketing supports the development and execution of Macy’s loyalty and credit marketing strategies, driving customer engagement and growth across digital and physical channels. This role oversees omnichannel campaigns that span the customer lifecycle—from acquisition and engagement to status migration, retention, and winback—ensuring a seamless and impactful customer experience. The Senior Manager collaborates with internal and external marketing partners in a high-performance, results-driven retail environment to advance Macy’s customer loyalty objectives and business results.

 

What You Will Do

• Lead loyalty lifecycle strategies across omnichannel formats, including in-store, direct mail, web, app, and CRM channels (email, social, push, and SMS).
• Manage a holistic strategy for loyalty member touchpoints across customer states and business objectives, including acquisition, engagement, retention, winback, and building overall brand affinity.
• Advance education, awareness, and usage of the Star Rewards program, driving engagement with cardholder and co-brand benefits and value propositions.
• Oversee credit cardholder acquisition and engagement initiatives, ensuring legal compliance with external financial partners.
• Align loyalty communications with broader Macy’s brand messaging, positioning Star Rewards as a central brand beacon.
• Lead and mentor a team of marketers to evolve loyalty and credit communications toward a fully customer-centric model with personalized, targeted messaging.
• Implement agile, “test and learn” approaches to optimize loyalty strategies, marketing programs, and member experiences, leveraging customer segmentation and personalization.
• Effectively prioritize, develop, and assign work across multiple workstreams within the function.
• Demonstrate strong problem-solving skills in a complex, matrixed stakeholder environment.
• Take ownership of business goals, actively seek constructive feedback, and partner across the enterprise to drive long-term success.
• Model open, transparent, and continuous communication and collaboration, guiding team members to present information clearly, concisely, and in a story-driven manner for diverse audiences.
• Exhibit outstanding leadership, facilitation, and relationship-building skills. Serve as a collaborative team player, consistently demonstrating a positive approach and guiding team members to work effectively across functional groups.
• 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

Strategic Marketing Execution: Ability to develop and execute omnichannel loyalty and credit strategies that drive customer engagement, retention, and brand affinity.

Customer-Centric Insight & Personalization: Skilled at leveraging data, segmentation, and “test and learn” approaches to deliver relevant, personalized marketing experiences.

Leadership and Team Building: Ability to build, lead, and inspire high-performing teams while fostering accountability, professional growth, and collaboration.

Cross-Functional Collaboration: Skilled at partnering with internal and external stakeholders to align loyalty and credit initiatives with broader brand strategy.

Project and Program Management: Expertise in prioritizing, organizing, and managing multiple complex initiatives to achieve timely and high-quality outcomes.

Analytical and Strategic Thinking: Strong problem-solving skills with the ability to make data- and insight-driven decisions that optimize programs and business results.

Communication and Storytelling: Ability to present information clearly and persuasively to diverse audience