Journey Operations Specialist (CRM)

Journey Operations Specialist (CRM)

New York, NY, United States

Full time Schedule

$64,200 - $107,280

Annually*

* based on job, location, and schedule

Bring Your Amazing Self to Work

At Macy's, Inc. we're on a mission to create a brighter future with bold representation for all. This is our Mission Every One. We know that each person here is unique. So we respect and invest in each individual to create growth, pride, and satisfaction. If we are able to bring our whole selves to work, it translates into a more abundant and wider array of ideas and energy for all to benefit from. Our success will be built on amazing colleagues, working together.

Job Overview

The Journey Operations Specialist (CRM) is responsible for end-to-end deliverables and project tasks that support dynamic personalization strategies across all retention tactics. This specialist is detail-oriented and organized, capable of managing multiple projects simultaneously while taking direction and navigating ambiguity. They are comfortable collaborating with cross-functional teams and management.

What You Will Do

• Lead and execute enhancements across email, mobile, and site optimizations to support the company’s strategic initiatives.
• Collaborate closely with cross-functional teams, third-party providers, CRM analysts, and other business functions to gather input, clarify requirements, and drive enhancements and new functionalities. The specialist must be comfortable interpreting data and using actionable insights to make strategic recommendations.
• Develop and document business requirements, use cases, and business rules, and conduct user acceptance tests.
• Serve as a subject matter expert, advocating for business strategies in comprehensive marketing solutions while understanding the technical components, design, and technologies involved.
• Build strong relationships with business function sponsors, understanding their objectives and establishing trust to support their needs.
• Advocate for issue resolution by investigating problems, assessing options, providing feedback, and ensuring closure.
• Assist in managing and prioritizing the dynamic capabilities and enhancements roadmap for the Retention Marketing team.
• Identify gaps, trends, and opportunities within programs and tactics to improve internal campaign execution and enhance the customer experience.
• Lead regular meetings and communications with stakeholders to kick off projects, review progress, and resolve any issues.
• Troubleshoot and escalate significant challenges or barriers to the appropriate management team as needed.
• Prepare and present project hindsight analyses and recommendations to leadership and partner teams.
• Perform additional responsibilities as assigned.

Skills You Will Need

Project Management: Ability to manage end-to-end deliverables and multiple projects simultaneously while maintaining organization and attention to detail.

Cross-Functional Collaboration: Strong skills in collaborating with cross-functional teams, third-party providers, and CRM analysts to gather input and clarify requirements.

Data Interpretation: Comfort with interpreting data and using actionable insights to make strategic recommendations.

Documentation Skills: Proficient in developing and documenting business requirements, use cases, and business rules, as well as conducting user acceptance tests.

Subject Matter Expertise: Knowledgeable in marketing strategies, with the ability to advocate for business solutions while understanding technical components and design.

Relationship Building: Strong interpersonal skills to build relationships with business function sponsors, understanding their objectives and establishing trust.

Problem-Solving: Ability to investigate issues, assess options, and provide feedback to ensure effective resolution.

Analytical Thinking: Skill in identifying gaps, trends, and opportunities to improve internal campaign execution and customer experience.

Communication Skills: Ability to lead meetings and communicate effectively with stakeholders to kick off projects, review progress, and resolve issues.

Technical Aptitude: Passion for technology and data, with an understanding of email, mobile, and site personalization methods.

Creative and Strategic Thinking: Ability to think creatively and strategically while addressing technical challenges.

Technical Proficiency: Proficiency in MS Office applications, essential for reporting and data analysis.

Who You Are

• Dedicated to fulfilling ideals of diversity, inclusion, and respect that Macy’s aspires to achieve every day in every way.
• Candidates with a bachelor’s degree or equivalent work experience in a related field are encouraged to apply. 3-4 years of experience in digital marketing.
• Regularly required to sit, talk, hear; use hands/fingers to touch, handle, and feel. Occasionally required to move about the workplace and reach with hands and arms. Requires close vision.
• Able to work a flexible schedule based on department and company needs.

What We Can Offer You

• An inclusive, challenging, and refreshingly fun work environment
• Competitive pay and benefits rooted in principles of equity
• Performance incentives and annual merit review
• Merchandise discounts
• Health and Wellness Benefits across medical, dental, vision, and additional insurance
• Retirement Savings Plan with 401k match opportunity
• Employee Assistance Program (mental health counseling and legal/financial advice)
• Resources for continuous learning, career growth, and leadership development
• 8 paid holidays
• Paid Time Off (first year prorated depending on start date)
• Tuition reimbursement program
• Guild education benefit funds 100% of tuition, books, and fees in designated programs
• Colleague Resource Groups (CRGs) and give-back/volunteer opportunities
• Empowerment and autonomy to perform impactful work with tangible results

About Macy’s

Now is an exciting time for a Macy's career as we continue to focus on creating exciting and memorable experiences for every Macy's customer, whether their journey starts online or in the store. Our opportunities in Sales, Merchandise, Operations, Customer Service, Warehouse, Marketing, and other areas let you express your creativity and commitment to excellence, grow your career and make a difference to your Macy's colleagues and customers.

Bring your creativity, energy, and ideas to the Macy's team – 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.

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. Click here to see details on benefits.

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