New York, NY, US
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Specialist, CRM Operations

Country : USA USA

State : New York

Town : New York

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. Our customers come to us for fashion, value and celebration.
Macy's Marketing delivers a healthy, profitable customer franchise that is growing through engagement and acquisition. Our team leads strategic initiatives such as personalization and monetization, as well as our Star Rewards Loyalty program.
Take the helm of one of the world's most beloved brands and help bring it to life for our customers. As part of our team, you'll own, guide, and direct marketing efforts, motivating our customers to strengthen their relationship with our brand. Constantly creating, innovating, and exploring the new, you'll drive customer engagement and loyalty while sparking excitement.
Job Overview:
The Retention Marketing Team is responsible for driving growth and optimizing customer lifetime value through our owned media. The team is responsible for the customer contact strategy, lifecycle, and end to end campaign execution for all retention channels -Email, Mobile, Site Targeted Content, Direct Mail, and POS.
The Specialist will be responsible for driving forward execution and delivery for Email, SMS, Push Notifications, and Site Targeted Content communication - promotional, editorial, loyalty, credit-related, and 3rd party messaging focused within a testing focused team. The Specialist will interface within the testing team to brainstorm, collaborate, educate, and execute the production workflows for all Retention Marketing sprint-related tactics. The Specialist will work with cross functional teams to consistently identify areas of opportunity across the workflow, manage partner relationships, and support omni-channel scaling initiatives for Macy's.
- Support Retention Marketing Production as the liaison to the Customer Relationship testing teams. Attend ideation, test planning, post-deployment measurement meetings amongst other meetings and provide feedback and guidelines on timelines, execution support and other Production best practices. Work within an agile environment and support project ideation and execution within a sprint architecture.
- Support day to day operations within the testing teams in support of Macy's email production - asset review, asset delivery and attribution coordination, test plan review and set-up, creative preview, testing, and approval of campaigns
- Support the team by developing into multi-tactic subject matter expert (e.g. Email, SMS, Push Notification, and Site Personalization campaigns) in support of advanced testing efforts
- Support the team to manage any late changes to emails by ensuring they meet the late change acceptance criteria, are essential to the business and that they are executed accurately.
- Act as primary contact for Retention Marketing tactic between testing teams and wider Vendor and QA teams.
- Demonstrate & exercise thought leadership to improve workflows and provide feasible solutions.
- Provide recommendations for technology tool, process and other tactic enhancements to improve production efficiency.
- Create detailed requirement and process documents to share with internal and vendor teams to aid in campaign set-up and execution
- Relationship building with cross-functional teams (e.g. Communication Strategy, CRM, Marketing Strategy, Project Management, Creative, Content Engineering, and Quality Engineering teams) to complete work, collaborate on solutions and implement change seamlessly.
- Support strategy to improve marketing email communication execution and messaging strategy by incorporating more personalization, dynamic content, and send time optimization.
- Over time, gain greater involvement in new initiatives, customer experience management and process improvement.
- Consistently demonstrate regular, dependable attendance, responsiveness & punctuality.
- Additional responsibilities as assigned.
Decision Making
- Ability to problem solve when late changes or workflow issues arise.
- Partner with team members when making recommendations to business stakeholders
This job description is not all-inclusive, and Macy's Inc. reserves the right to amend this job description at any time. Macy's Inc. is an Equal Opportunity Employer and is committed to a diverse and inclusive work environment. Candidates for positions in San Francisco ONLY can review their rights and the Company's obligations under SFPC Art. 49 here. Candidates for positions in Los Angeles ONLY can review their rights and the Company's obligations under LA MC Ch. XVIII Art. 9 here. Candidates for positions in Philadelphia ONLY can review their rights and the Company's obligations under PC Ch. 9-3500 here.


- 2-3 years of experience in digital marketing or project management.
- Knowledge of email, Internet and direct marketing methods.
- Ability to work efficiently and meet deadlines in a cross-functional, team-based environment.
- Self-starter with strong communication, organization and prioritization skills.
- Must have demonstrable computer skills and aptitude for technology, including proficiency with Microsoft Office software (World, Excel, Powerpoint, etc.) and database applications. Proven analytical abilities are a must.
- Previous experience with Email Service Provider platforms (SalesForce, Responsys, CheetahMail, etc.) and other marketing technology tools (MovableInk) a plus
- Experience working with vendor and agency teams a plus
- HTML/CSS experience a plus
- BA/BS college degree is required; concentration in Marketing a plus.
Physical Demands
- This position involves regular ambulating, sitting, hearing, and talking. May involve close vision, color vision, depth perception, and focus adjustment.
- Involves use of hands and fingers for typing on keyboard and using a mouse
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