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Senior Manager, Customer Go To Market and Segmentation

Vacancy has expired


New York, NY

Employer:  Macy's
Category:  Customer Service
Job Type:  Full Time



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.

The Macy's Customer organization's mission is to drive customer obsession across our teams and programs in order to deliver outstanding customer experience that leads to engagement, loyalty, growth, and profitability. The Customer Journey team specifically works to elevate and amplify the voice of customer, set enterprise customer strategy, and deliver through powerful customer-led programs such Personalization, Loyalty, Credit, and Registry.

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 retailer that is investing in growth at scale. Gain first-hand experience defining the future of online and physical commerce and customer experience. 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 Customer team to grow your career and help shape the future of an iconic brand.

Job Overview

Drive Macy's growth through exceptional customer strategies & experiences by providing guidance and leadership on strategies, campaign and channel activation, and Go to Market planning and operating frameworks to drive the goals of acquisition, onboarding, migration, retention and win-back of our customers and Star Rewards loyalty members across the spectrum of mass and lifecycle campaigns, driven by personalization across all omnichannel formats. This Customer Go to Market function will serve as a centralized "center of excellence" planning function across all Customer Journeys to bring the right activation strategies and levers to serve our business and customer goals.

This individual must be fluent in using different personalization and targeting strategies and leveraging data-driven cohorts to develop audience segmentation,and be very connected to the broader promotional landscape at Macy's in key partnership with the Data Science, Analytics, Consumer Insights, Customer Journey, Merchant and Brand Marketing teams

Essential Functions

  • Design customer segmentation and audience strategy, creating customer segmentation mapping and matrix against actionable customer campaign channels and vehicles
  • Drive customer and data-centric strategies to create key Go To Market implementation plans towards overall customer goals of acquisition, retention, and love across our various customer states and definitions, including life-stage, behavioral, attitudinal, and loyalty
  • Set the vision and roadmaps for coalescing around integrated customer experiences across omnichannel touchpoints with all relevant teams
  • Collaborate with Data Science, Consumer Insights, and Analytics leaders and functions to identify and deliver key customer imperatives to drive conversion, sales, and overall long-time retention and brand love & loyalty
  • Partner with Customer Planning, Merch, Brand Marketing, and Customer & Loyalty Program Offers and Lifecycle teams to implement key Go to Market strategies for business and customer results
  • Develop and deliver materials and presentations related to Customer Strategy & Growth for senior audiences (e.g., executive leadership, investors, brand partners, board of directors, etc.)
  • Strong organizational skills to manage multiple Customer and Marketing teams and workstreams, results, and continued improvement based on business and customer experience needs
  • Able to effectively develop, prioritize, and assign work across multiple workstreams within function
  • Deep problem-solving orientation in a complex and matrixed stakeholder environment with intense and empowering collaboration skills that uplifts others
  • Takes responsibility for the achievement of business goals, invites constructive feedback, and partners effectively across the enterprise to ensure future success
  • Models open, transparent, and continuous communication and collaboration, effectively leading team members to present information in a clear, concise manner with ability to story tell for different audiences
  • Educate the organization on the value of customer-driven and data-driven strategies and decision-making, communicate strategies and results to foster buy-in and activation across the organization.
  • 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
  • Fosters a culture of collaboration across organizational boundaries; understands and knows how to successfully navigate a matrixed organization
  • Other duties as assigned

  • Strong strategic and business acumen, with experience and comfort developing content and communicating to executive audiences
  • Strong analytical skills and adept at making data-driven and insight-driven decisions
  • Ability to think creatively, strategically, analytically with a customer-oriented lens at all times
  • Integrator and collaborator with others, with ability to flex style and approaches for different stakeholder groups
  • 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, Customer Strategy, Customer Lifecycle, Personalization, Loyalty, or CRM experience
  • Creates a culture of service by setting the tone, establishing metrics to measure performance, and holding teams accountable for consistently exceeding customer and/or internal partner expectation
  • Communicates desired outcomes in a way that inspires others and motivates them to achieve superior results and provide exceptional service
  • Creates a culture where performance coaching and development of others is prioritized, valued, and rewarded. Models this behavior by introspectively identifying opportunities for personal development and improvement
  • Consistently demonstrates the importance of behaving in accordance with Macy's values every day, and recognizes individuals and/or teams for exemplary instances of living these values
  • A strong background in Microsoft Office applications, including Word, Excel and Powerpoint is a necessity
  • Familiarity with project management tools

Physical Requirements

  • Frequent use of computers and other technology necessary to perform job duties, including handheld electronic equipment.

This position may be eligible for performance-based incentives/bonuses. Benefits include 401k, medical/vision/dental/life/disability insurance options, PTO accruals, Holidays, and more. Eligibility requirements may apply based on location, job level, classification, and length of employment. Additional benefit details are available at macysJOBS.com.
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