CRM Production Specialist

Macy's•New York, NY

About The Position

The CRM Production Specialist manages end-to-end deliverables and project tasks supporting dynamic personalization strategies across retention marketing. The role leads enhancements across email, mobile, and site channels, working with cross-functional teams, vendors, CRM analysts, and business partners to advance strategic goals. It uses data and insights to inform recommendations; documents requirements, use cases, and business rules; and conducts user acceptance testing. The specialist represents business strategy in marketing solutions while understanding their technical components, design, and systems. The role also supports the Retention Marketing team’s capabilities and enhancements roadmap, analyzes campaign programs and tactics, and shares hindsight analyses and recommendations with leadership and partner teams. The position requires organization, attention to detail, comfort managing multiple projects and navigating ambiguity, and effective collaboration with stakeholders and senior management. A flexible schedule may be required based on department and company needs.

Requirements

Bachelor’s degree or equivalent work experience in a related field.
3–4 years of experience in digital marketing.
Ability to manage end-to-end deliverables and multiple projects while staying organized and attentive to detail.
Ability to collaborate with cross-functional teams, third-party providers, and CRM analysts to gather input and clarify requirements.
Ability to interpret data and use actionable insights to make strategic recommendations.
Proficiency in developing and documenting business requirements, use cases, and business rules, and conducting user acceptance tests.
Knowledge of marketing strategies and ability to advocate for business solutions while understanding technical components and design.
Strong interpersonal skills to build relationships with business stakeholders and understand their objectives.
Ability to investigate issues, assess options, and provide feedback to support effective resolution.
Ability to identify gaps, trends, and opportunities to improve campaign execution and customer experience.
Ability to lead meetings and communicate effectively with stakeholders about project kickoff, progress, and issue resolution.
Passion for technology and data, with an understanding of email, mobile, and site personalization methods.
Ability to think creatively and strategically while addressing technical challenges.
Proficiency in MS Office applications.
Ability to communicate and collaborate, use office and computer systems, access and review written and electronic information, and move within the work environment and interact with workplace materials as needed.
Ability to work a flexible schedule based on department and company needs.

Responsibilities

Lead and implement enhancements across email, mobile, and site channels to support company strategic goals.
Collaborate with cross-functional teams, third-party vendors, CRM analysts, and business partners to gather input, clarify requirements, and drive new functionalities and improvements.
Use data and insights to inform strategic recommendations.
Develop and document business requirements, use cases, and business rules.
Conduct user acceptance testing to ensure quality and alignment.
Represent business strategies in marketing solutions and understand their underlying technical components, design, and systems.
Build relationships with business stakeholders by understanding their goals, providing strategic support, and establishing trust.
Identify problems, evaluate solutions, communicate updates, and advocate for timely issue resolution through closure.
Support management and prioritization of the Retention Marketing team’s capabilities and enhancements roadmap.
Analyze programs and tactics to identify gaps, trends, and opportunities to improve campaign execution and customer experience.
Lead stakeholder meetings to initiate projects, share progress, and resolve outstanding issues.
Troubleshoot major challenges and escalate critical issues to leadership as needed.
Prepare and deliver hindsight analyses and recommendations to leadership and partner teams.
Foster acceptance and respect and strengthen relationships with colleagues, customers, and communities.
Perform other duties as assigned.

Benefits

Competitive pay and benefits.
Comprehensive health and wellness coverage.
401(k) match.
Paid time off and eight paid holidays.
Continuous learning and leadership development.
Colleague Resource Groups and volunteer opportunities.
Merchandise discounts.
Performance-based incentives.
Annual merit review.
Employee Assistance Program with mental health counseling and legal/financial advice.
Tuition reimbursement.