Director, Customer and Connected Planning

Macy's•New York, NY

16d

About The Position

The Director, Customer & Connected Planning will contribute to the development of the company’s Customer Plan and have primary responsibility for customer plans at the category level. This responsibility includes translating enterprise strategies into quantifiable customer goals, aligning and integrating those goals into other plans (e.g., financial, merchandise, marketing, loyalty, CRM, digital and stores), and partnering with teams to help them understand how we are performing vs. our customer plans. The Director will drive this work across key segments and categories, including partnering closely with merchandising and planning leadership to inform their strategies and assortment plans, as well as working with customer and marketing leaders to ensure the intended customer stays at the center of execution. As this is still a new process for the company, a process orientation will also be key for cementing new ways of working. This role will be a key voice across the organization to drive customer centricity and ultimately achieve profitable, customer-led growth.

Requirements

Ability to understand, organize and communicate complex information in an easily understandable format tailored to a variety of audiences
Familiarity with how retailers work, including Merchandising and Marketing functions
Ability to apply analytical rigor and creative problem-solving skills to strategic business problems
Aptitude for identifying key insights in financial data and formulating actionable recommendations
Ability to establish trusting relationships with key stakeholders at various levels across functions
BA/BS degree
12+ years of relevant experience (retail strategy, marketing, merchandising, assortment planning, customer data, etc.)
Ability to lead cross-functionally and build influence across hierarchy levels on high impact, high-visibility corporate strategies
Exceptional written communication and PowerPoint skills, and strong experience in Excel
Ability to work a flexible schedule based on department and Company needs
Positive, high-energy, and collaborative, paired with demonstrated ability to lead independently in a complex organization.
Comfortable with ambiguity and able to challenge the status quo in the pursuit of optimal solutions.
Dedicated to fulfilling ideals of diversity, inclusion, and respect that Macy’s aspires to achieve every day in every way.

Responsibilities

Partner with functional leaders to translate their strategies into specific, measurable customer goals that align with financial and other goals.
Serve as business partner to Data Science and Analytics teams in development of Customer plan, incorporating input from various teams including but not limited to Merchandising, Marketing, Loyalty, CRM, Finance, and Planning. Create formal networks involving coordination among these groups.
Partner with these same teams to utilize the customer plan as input to other company plans and play a leadership role in the enterprise Connected Planning process.
Partner with one of our 3 merchant families of business to develop category level plans and strategies informed by customer data.
Acts independently to develop new ways of working across teams that result in better connectivity centered around the customer (e.g., ensuring that target customer for a category used in merchandising plans informs corresponding changes to marketing plans and briefs).
Serve as a key partner to Customer Data Science teams on a broader range of topics including Customer Lifetime Value, Customer Reporting, and customer data management.
Partner with the Customer Go-to-Market team and broader Customer Journey team to translate merchant priorities and determine engagement strategies that drive the customer plan (e.g., cross-shop strategies, channel migration, acquisition vs. retention).
Codify and practice new process around customer planning.
Create and track KPIs and provide oversight of processes and procedures to regularly measure actions against near-term and long-term customer plans.
Executes independent development and determines use of reporting and dashboards for customer plans, ensuring analytics are aligned to the needs of partner teams, evaluating intangibles, and identifying key takeaways based on data.

Benefits

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
Colleague Resource Groups (CRGs) and give-back/volunteer opportunities
Empowerment and autonomy to perform impactful work with tangible results