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Senior, Customer Versioning

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 working deeply with Brand Marketing, Creative and Customer Journey teams to deliver and drive customer contenting and versioning approaches into all Macy's campaigns. This individual will be part of the Customer Go to Market function, serving 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 leveraging customer segmentation and analytics strategies to connect into customer campaigns, and steer and steward campaign outcomes in service of broader strategy and objectives. This role also needs to 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

  • Build customer versioning strategy, approaches, and implementation from key customer segmentations to connect and map into customer messaging boards for all Macy's campaigns across promotional and lifecycle omnichannel communications
  • Develop frameworks and approaches and stand up a variety of contenting pools across the spectrum of campaigns and communications in connection to priority customer segments
  • Create planning and program management materials in service to organizing all relevant stakeholders across owned and paid channels to drive towards singular cohesion against priority customer versioning strategies with Marketing and Customer Journey teams
  • Deeply immerse into overall Macy's marketing calendar and architecture, promotional strategies, and customer strategies and campaigns in order to bring to life execution of different versioning and content priorities, with overall goal of being as personalized as possible
  • Deliver against the goal of moving from product-driven campaigns to more customer journey-driven campaigns as part of overall marketing campaign mix
  • 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
  • We encourage candidates with either a bachelor's degree or equivalent work experience in a related field to apply
  • 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


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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