Loyalty and Personalization Specialist

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 Loyalty & Personalization Specialist ensures the smooth execution and scalability of Macy’s personalization programs. This role requires a strong project manager with expertise in workflow optimization, cross-functional coordination, and issue resolution to drive efficiency and improve program performance. As a key liaison between Loyalty & Personalization and other teams, the Specialist will streamline processes, resolve execution challenges, and enhance operational efficiency.

Personalization is a strategic priority for Macy’s, and this role is essential in delivering seamless experiences, increasing customer engagement, and driving revenue growth.

 

What You Will Do

• Own end-to-end execution of personalization campaigns, ensuring operational readiness, seamless coordination, and scalable processes.
• Optimize project workflows, streamline execution, and proactively identify efficiency improvements.
• Manage project timelines, track progress, mitigate risks, and ensure timely delivery across stakeholders.
• Oversee tracking and reporting, maintaining dashboards and measurement frameworks to monitor performance and operational efficiency.
• Troubleshoot offer setup issues, refine workflows, and enforce best practices for omnichannel personalization.
• Support test-and-learn initiatives by ensuring flawless execution, tracking results, and refining processes for scalability.
• Partner with Product and Technology teams to drive automation, operational enhancements, and seamless integration of new personalization capabilities.
• Lead cross-functional coordination, aligning internal and external teams on executional needs, priorities, and best practices.
• Identify and implement process improvements to drive efficiency, reduce friction, and scale personalization efforts.
• Act as a key liaison between the Loyalty & Personalization team and other business areas, ensuring smooth collaboration and operational alignment.
• Foster a culture of collaboration across organizational boundaries, understanding how to successfully navigate a matrixed organization.
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities 
• Perform additional duties as needed to support program execution and business objectives.

 

Skills You Will Need

Project Management: Proven ability to manage multiple projects, oversee workstreams, and drive execution with precision in a fast-paced environment.

Process Optimization & Workflow Efficiency: Ability to identify inefficiencies, document workflows, and refine processes to improve execution speed and program scalability.

Operational Readiness: Experience troubleshooting campaign execution issues, proactively resolving roadblocks, and implementing scalable solutions.

Technical Proficiency: Strong command of Microsoft Office (Excel, PowerPoint, Word), with experience using workflow automation, reporting dashboards, and project management platforms (e.g., Monday.com, JIRA, Asana). Familiarity with CRM platforms and marketing automation tools is a plus.

Omnichannel Execution & Operations: Understanding of email, mobile, and site personalization execution, including accurate campaign setup, QA/testing, and audience segmentation.

Adaptability & Prioritization: Comfortable managing shifting priorities, balancing high volumes of work, and maintaining executional accuracy in a fast-paced environment.

Process Improvement & Scalability: Passion for removing executional friction, streamlining operations, and driving efficiency across personalization programs.

Innovation and Test-and-Learn Culture: Foster an environment of continuous testing, learning, and innovation to drive business results.

 

Who You Are

• Execution-focused project manager with the ability to take full ownership of initiatives, anticipate challenges,