Johns Creek, Fulton, US
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Director, CRM Technology Solutions

Country : USA USA

Region : Georgia

County : Fulton County

Town : Johns Creek

Category : Sales

Contract type : Permanent

Availability : Full time

Job description


Macy's is proudly America's Department Store. For more than 160 years, Macy's has served generations at every stage of their lives. Customers come to us for fashion, value and celebration. Now is an exciting time to join Macy's, Inc.

The face of retail is changing, and change requires innovation. Macy's is the largest NYC based digital retailer and has driven more than ten consecutive years of double-digit growth. We're building a new type of customer-centric shopping experience - at the intersection of content, commerce, and technology - to help customers find and buy products they love. Do you want to collaborate with a smart and talented team in a fun work environment? This is a unique opportunity to join an established company that is investing in development and growing digital business at scale. Gain first-hand experience defining the future of online and physical commerce. With a constant influx of exciting and challenging problems to solve - you'll never have a boring day at the office. We also offer many roles with the freedom to build and lead a team. Join Macy's Digital to grow your career and help shape the future of an iconic brand.

Job Overview

The Director, CRM Technology Solutions is a key member of Macy's Digital and Customer organization, with responsibility for driving marketing technology solution strategy, delivery and operations across Email, Mobile Messaging, and other addressable media programs. Reporting to the Sr. Director, Data Systems, this role will interact with senior Digital and Marketing leadership and end users in defining strategy for marketing capabilities and work to enable those by partnering with technology teams, external service providers, analytics, and various business functions. In addition, the Director also has ultimate ownership and accountability for smooth operations, improvements, and user support across all managed marketing programs. This is a tremendous opportunity for an individual to take over an established team in a high-visibility role at America's premier Omni-Channel retailer. For this key role, we are seeking self-driven individual with proven experience developing and delivering upon marketing systems and CRM technology roadmaps; identifying new opportunities with systems and processes improvements; communicating and ensuring cross-project work effort supports the overall vision and strategy. This individual must demonstrate leadership, strategy vision, technical expertise, and strong communication capabilities needed to achieve cross-functional alignments necessary to deliver enterprise wide solutions and support structures. The successful candidate will oversee teams responsible for: product delivery, marketing operations support and partner integrations. Perform other duties as assigned.

This role reports to Sr. Director, Data Systems - Digital & Customer Analytics

Essential Functions

Lead team in the delivery and operational management of Email, SMS, Push, In-app messaging, etc. capabilities, with a focus on personalization, customer experience, scalability, analytics optimization, and measurement.

- Evaluating existing capabilities, processes and business and technology gaps.

- Establishing systems priorities.

- Leading development of functional requirements and product delivery.

- Anticipate upstream and downstream project impacts.

- As needed, at the project level, coordinate team efforts and activities between internal technology teams, vendors, and internal/external business partners.

- Work with internal business and technical groups to successfully rollout new capabilities to the end-users.

- Accountable for continues business operations, issue resolution and end user support.

- Own relationship with multiple external marketing systems vendors.

- Manage vendor budget, expenses, and SOWs.

- Set standards and processes.

Develop Product /Solution Vision and Roadmap

- Ensures that Macys customer and marketing experience is effective and best-in-class by building best in class marketing technology capabilities.

- Envisioning, leading marketing system capabilities and developing cohesive product roadmaps in support of Macys marketing organization and other stakeholders.

- Provide solution leadership. Identify unmet customer needs and develop possible feature/functionality concepts that meet those needs.

- Drive relationships with Executives and business-function sponsors, understanding their objectives, and establishing trust and dialogue on how to support those.

- Partner with key business stakeholders and business user teams to provide trusted thought leadership. Drive collaboration and accomplish global product and systems development.

- Assist business stakeholders in prioritizing project work, articulate clear prioritization and business justification to engineering teams and convey IT constraints and dependencies to business users.

Business Operations:

- Oversee management and operations of all systems and processes including internal and third-party.

- Ensure operational excellence.

- Manage team responsible for issue resolution and production support.

- Review risks and drive corrective actions to mitigate.

Team Development & Administrative:

- Work with leadership to set and execute objectives for the team.

- Lead, coach, cultivate and manage the members of CRM Tech Solutions teams. Provide direction, guidance and priority. Ensure individual career growth goals are being met by team members.

- Provides direction and directives to direct reports in the performance of their duties, establishing work priorities, and in achieving company initiatives.

- Build and cultivate culture of innovation, engagement, agility, collaboration and openness.

- Establish goals, objectives and KPI reporting to help with visibility and tracking of team performance.

- Manage growing organization, consisting of 15+ FTE and contractors.

- Responsible for team expense and project budget planning, forecasting, reconciliation, and expenditure approvals.

- Consistently demonstrates regular, dependable attendance & punctuality.

Qualifications and Competencies

Education Requirements

Min/Preferred Education Level Description

Minimum 4 Year / Bachelors Degree BA/BS Degree is required. Master's Degree is strongly desired

Years of Experience

Min/Preferred Years of Experience Comments

Minimum 10 10+ years relevant professional experience in the field of Marketing Technology, CRM Operations, Product management, IT, Consulting, Analytics or Digital Marketing.

Minimum 5 5+ years of experience managing and developing teams (ideally managing Managers) within large scale enterprise setting.

Minimum 5 5+ years of experience managing and developing teams (ideally managing Managers) within large scale enterprise setting.


- Experience and knowledge of cloud enabled services / applications.

- CRM (Customer relationship management), Adobe AEP or Sales Force Marketing Cloud

- End-to-end marketing process and marketing technology delivery.

- Data Management.

- Hands-on experience with the omni-channel marketing, analytical and information management systems.

- Proven competence with development methodologies, business process management, QA fundamentals, process documentation and project management.

Communication Skills:

- Strong business writing and presentation development skills.

Mathematical Skills:

- Basic math functions such as addition, subtraction, multiplication, division, and analytical skills.

Reasoning Ability:

- Must be able to work independently with minimal supervision and make sound decisions.

Other Skills:

- Excellent critical thinking, problem solving and analytical skills.

- Proven ability to manage cross functional team efforts to achieve project success.

- Proven ability to build teams and develop talent.

- Excellent organizational skills and the ability to prioritize efforts and maximize the value of allocated resources.

Work Hours:

- Ability to work a flexible schedule based on department and company needs.

Physical Requirements

- This position involves regular walking, standing, sitting for extended periods of time, hearing, and talking.

- May occasionally involve stooping, kneeling, or crouching.

- May involve close vision, color vision, depth perception, focus adjustment, and viewing computer monitor for extended periods of time.

- Involves manual dexterity for using keyboard, mouse, and other office equipment.

- May involve moving or lifting items under 10 pounds.

Travel Requirements

Travel Required

Frequency 10
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