CAREERS & JOBS (LOYALTY & CX)

Macy’s is hiring: Personalization and Loyalty Lifecycle Specialist (USA)

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 Specialist, Personalization and Loyalty Lifecycle is a strategic marketing leader proficient in campaign management, measurement, test & learn methodologies, and omnichannel marketing across digital and physical channels. This role is well-suited for an individual eager to collaborate with internal and external marketing professionals in a high-performance, results-driven retail environment. The manager is responsible for developing, executing, and measuring Macy’s Loyalty and Credit marketing strategies, overseeing the customer experience across omnichannel formats, and managing various customer lifecycle states including acquisition, engagement, status migration, retention, and win back. They demonstrate fluency in employing different personalization and targeting strategies, utilizing data-driven cohorts to develop audience segmentation.

What You Will Do

• Lead customer & loyalty lifecycle strategies across omnichannel formats, including in-store, direct mail, web, app, and CRM channels
• Manage holistic strategy in customer and loyalty member touchpoints across different customer states and business objectives, including acquisition, engagement, retention, win-back and driving overall brand love and affinity.
• As a specialist of customer lifecycle, you will work closely with senior leaders across Marketing to develop and execute offer and communication strategies that will drive customer engagement.
• You will oversee and build marketing strategies that are net new identified through gaps in the lifecycle and iterate upon existing strategies by utilizing consumer insights and internal data to grow Macy’s sales.
• You will be a student of the business, have a deep understanding of Loyalty and lifecycle trends, and have a pulse on competitors to keep Macy’s on the forefront of innovation. 
• Drives constant and agile ‘test and learn’ approaches to develop our loyalty strategic and marketing programs and member experiences, leveraging customer segmentation and personalization. Leverage personalization tools to determine the right offer/message to the right members to drive increase sales and profitability.   
• You will take an analytical approach to campaign measurement including forecasting and results to predict and read campaign incrementality by member segments. 
• You will collaborate with cross-functional partners on go-to-market activities to deliver a seamless customer experience. 
• You will be involved in developing all aspects of the lifecycle strategy with internal stakeholders, identifying key targets with the use of analytical models, implementing projections and learnings, as well as executing creative assets. 
• Outstanding facilitation, and relationship-building skills, true team player. Consistently demonstrates a positive and collaborative approach – comfortable working with various functional groups across the organization.
• Foster a culture of collaboration across organizational boundaries; understands and knows 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 
• Other duties as assigned.

Skills You Will Need

Strategic Marketing Leadership: Proficient in strategic marketing leadership with expertise in campaign management, measurement, test & learn methodologies, and omnichannel marketing across digital and physical channels.

Collaboration: Strong ability to collaborate with internal and external marketing professionals in a high-performance, results-driven retail environment.

Lifecycle Marketing: Demonstrated experience in developing, executing, and measuring loyalty and credit marketing strategies, managing customer experiences across omnichannel formats, and navigating various customer lifecycle states.

Analytical Skills: Strong analytical skills, adept at making data-driven and insight-driven decisions. Deep analytical approach to campaign measurement, forecasting, and results analysis.

Problem-Solving Orientation: Apply a deep problem-solving orientation in a complex and matrixed stakeholder environment.

Communication Skills: Excellent verbal and written communication skills, with the ability to present information clearly and concisely. Ability to tell a compelling story for different audiences.

Culture Building: Create a culture of service, set expectations, establish metrics, and hold teams accountable for exceeding customer and/or internal partner expectations.

Motivational Leadership: Communicate desired outcomes in a way that inspires others and motivates them to achieve superior results and provide exceptional service.

Development Focus: Create a culture where performance coaching and development of others are prioritized, valued, and rewarded. Model this behavior by identifying opportunities for personal development and improvement.

Values Alignment: Consistently demonstrate the importance of behaving in accordance with Macy’s values and recognize individuals and/or teams for exemplary instances of living these values every day.

Who You Are

• Candidates with a Bachelor’s degree or equivalent work experience in a related field are encouraged to apply.
• 6+ years of relevant work experience.
• Possess knowledge of, and passion for, lifecycle marketing strategies including loyalty program initiatives. Previous experience launching and/or scaling offer and communication strategies is a plus. 
• Excellent communication, sales, and facilitation skills (oral, written, and listening). 
• Ability to understand, organize, and communicate complex information in an easily understandable format tailored to a variety of audiences.
• Ability to think creatively, strategically, analytically with a customer-oriented lens at all times.
• Adept organizational, delegation, and prioritization skills and excellent verbal and written communication skills are required with team members up, down, and across the organization
• Previous performance marketing, owned channel (digital, print, physical) marketing, Loyalty program management, or CRM experience. 
• Strong Excel and analytical skills to analyze data, generate insights and execute on opportunities.
• Track record of demonstrating success with offer development at scale.
• Experience in managing and developing a high performing team.
• Proven ability to influence others by effectively presenting and persuading individuals or group of senior leaders.
• Dexterity interfacing with an array of stakeholders at partner companies.
• Customer-centric mindset and experience with cross-functional collaboration.
• Ability to solve problems with internal and external stakeholders and be a self-starter who can thrive in a fast-paced, results-oriented environment.

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. Enjoy comprehensive health and wellness coverage and a 401(k) match to invest in your future. Prioritize your well-being with paid time off and eight paid holidays. Grow your career with continuous learning and leadership development. Plus, build community by joining one of our Colleague Resource Groups and make a difference through our volunteer opportunities. 

Some additional benefits we offer include:

• Merchandise discounts
• Performance-based incentives
• Annual merit review
• Employee Assistance Program with mental health counseling and legal/financial advice
• Tuition reimbursement

Access the full menu of benefits offerings here. 

About Us

This is a great time to join Macy’s! Whether you’re helping a customer find the perfect gift, streamlining operations in one of our distribution centers, enhancing our online shopping experience, buying in-style and on-trend merchandise to outfit our customers, or designing a balloon for the Thanksgiving Day Parade, we offer unique opportunities to be part of some of the most memorable moments in people’s lives. 

Join us and help write the next chapter in our story – apply today! 

This job description is not all-inclusive. Macy’s, Inc. reserves the right to amend this job description at any time. Macy’s, Inc. is an Equal Opportunity Employer, committed to a diverse and inclusive work environment. 

Source: Macy’s