CRM Program Manager

Macy's-posted 9 months ago

Full-time

Honolulu, HI

General Merchandise Retailers

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Be part of an amazing story Macy's is more than just a store. We're a story. One that's captured the hearts and minds of America for more than 160 years. A story about innovations and traditions…about inspiring stores and irresistible products…about the excitement of the Macy's 4th of July Fireworks, and the wonder of the Thanksgiving Day Parade. We've been part of memorable moments and milestones for countless customers and colleagues. Those stories are part of what makes this such a special place to work. Job OverviewThe CRM Program Manager manages operational oversight across vendor management, contract administration, project management, and issue tracking. This role ensures seamless execution of CRM initiatives by managing budgets, resources, and vendor partnerships while maintaining a structured approach to issue resolution and root cause analysis. The ideal candidate is highly organized, detail-oriented, and able to drive accountability across internal teams and external partners.

Manage vendor contracts, ensuring compliance with terms, service-level agreements (SLAs), and budget constraints.
Oversee vendor resource allocation, tracking hours and project deliverables.
Ensure proper procurement and invoicing processes are followed; point of contact with Finance for all Purchase Orders, Statement of Work, and budget jobs.
Serve as the primary point of contact for vendor issue resolution, escalating as needed.
Provide regular reporting on vendor performance, budget utilization, and project health.
Support CRM projects by tracking milestones, risks, and dependencies.
Maintain project plans, dashboards, and progress reports for leadership.
Coordinate cross-functional efforts to ensure CRM initiatives stay on schedule and within budget.
Develop and maintain an issue log and tracking system, ensuring visibility into ongoing vendor-related and system-related problems.
Conduct root cause analysis (RCA) and document findings to drive long-term issue resolution.
Provide regular status updates to leadership, outlining issue trends, resolution progress, and vendor accountability.
Additional responsibilities as assigned.

BA/BS college degree is required. Concentration in Marketing a plus.
5 years experience in CRM, Marketing, Analytics, Procurement, or Digital preferred.
Able to work a flexible schedule based on department and company needs.
Must have demonstrable computer skills and aptitude for technology, including proficiency with Microsoft Office software (Word, Excel, PowerPoint, etc.) and database applications.
Proven analytical abilities are a must.
Ability to prioritize and manage several projects simultaneously along with requirements from various stakeholders including senior management.
Experience managing vendors and tracking SLA compliance.
Proficiency in project management tools (JIRA, Asana, Smartsheet, etc.).
Ability to manage multiple priorities and drive accountability across teams.
Strong analytical skills for RCA and issue tracking.
Ability to escalate issues and pushback as needed.
Ability to work efficiently and meet deadlines in a cross-functional, team-based environment.
Ability to identify, resolve, and escalate issues, challenging the status quo when appropriate.
Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.

Comprehensive health and wellness coverage
401(k) match to invest in your future
Paid time off and eight paid holidays
Continuous learning and leadership development
Merchandise discounts
Performance-based incentives
Annual merit review
Employee Assistance Program with mental health counseling and legal/financial advice
Tuition reimbursement

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