Manager, Audience & Orchestration

Macy's • New York, NY

2d • $101,280 - $168,720

About The Position

The Manager, Audience & Orchestration owns how Macy’s CRM defines, builds, and delivers audiences across customer communication channels, including audiences for lifecycle journeys. The role leads efforts to simplify and modernize the audience approach, balance promotional and journey communications, and strengthen email performance and deliverability. It brings AI and automation into audience and targeting workflows, partners with internal teams and external vendors, and leads and develops the audience team. The position calls for balancing hands-on expertise with people leadership and strategic thinking in a fast-paced, results- and deadline-driven environment.

The manager owns targeting operations across email, SMS, app notifications, direct mail, and Credit & Loyalty campaigns; audience definition and setup for lifecycle journeys and triggers; audience and targeting strategy; operational email deliverability; and support for arbitration between promotional and journey communications. The role also drives workflow optimization, automation, AI adoption, technical enhancements, and cross-functional planning and delivery. Team leadership includes hiring, onboarding, performance management, career development, capacity management, and succession planning.

This role requires a bachelor’s degree or equivalent work experience in a related field and a minimum of 5–7 years of experience in online email/CRM marketing and consumer promotions. Candidates should be comfortable with audience, targeting, and CRM systems, analytical and project-oriented work, cross-functional collaboration, and flexible scheduling, including off-hours support during critical campaign periods.

Requirements

• Bachelor’s degree or equivalent work experience in a related field.
• Minimum of 5–7 years of experience in online email/CRM marketing and consumer promotions.
• Demonstrable computer skills and aptitude for technology, including proficiency with Microsoft Office (Word, Excel, and PowerPoint) and database applications.
• Proven analytical abilities, including strategic thinking, data interpretation, financial analysis, and problem-solving skills.
• Working knowledge of audience, targeting, and CRM systems, with the ability to learn new platforms quickly.
• Familiarity with email deliverability concepts such as sender reputation, inbox placement, and list hygiene.
• Ability to prioritize and manage several projects simultaneously, including requirements from various stakeholders and senior management.
• Strong project management and process development capabilities.
• Proven ability to lead, motivate, and develop a high-performing team.
• Strong cross-functional collaboration and stakeholder management skills.
• Strong communication, organization, and prioritization skills; self-starter.
• Ability to escalate issues and push back as needed, and willingness to challenge the status quo when appropriate.
• Strong focus on quality assurance and high attention to detail.
• Ability to work a flexible schedule based on department and company needs, including availability for off-hours support during critical campaign periods.
• 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.

Nice To Haves

• Adobe experience.
• SAS experience.
• Curiosity and fluency with AI and automation tools, and the ability to apply them to real workflow problems.

Responsibilities

• Own end-to-end targeting execution for email, SMS, app notifications, direct mail, and Credit & Loyalty campaigns; ensure operational SLAs, robust QA, and accountability among cross-functional partners.
• Own audience definition and setup for lifecycle journeys and triggers in partnership with Journey Ops.
• Review targeting for CAN-SPAM and fair lending compliance.
• Troubleshoot issues in audience and CRM systems, including audience duplication and overlap, and serve as the primary day-to-day contact for campaign audience operations.
• Support the testing roadmap and implementation of predictive models and scores in digital targeting with Targeting Strategy, Analytics, and Data Science.
• Own operational email deliverability, monitoring audiences and reporting and tracking inbox placement, list and email hygiene, and sender reputation health.
• Partner with cross-functional teams and vendors to resolve deliverability issues and report health and risks to senior leadership.
• Optimize how audiences are built and defined in audience tools, including business requirements, feasibility, and adoption.
• Improve audience tools and processes to make execution accurate, efficient, and scalable.
• Own the business roadmap for CRM audience and targeting systems, including priorities, feasibility, ROI, adoption, and measurement.
• Reduce duplicate and overlapping audience definitions, standardize reusable audience building blocks, and retire audiences that are no longer useful.
• Partner with CRM Strategy, Journey Ops, and technology partners on arbitration between promotional and journey communications, including capping and contact-frequency logic.
• Support configuration and operation of priority rules, measure their impact on engagement, sales performance, and customer experience, and keep rules current.
• Improve complex audience and targeting workflows, identify automation opportunities and cost savings, and increase team efficiency and capacity.
• Integrate AI and automation into audience QA, validation, monitoring, and request intake workflows.
• Own business requirements and delivery for technical enhancements, new capabilities, and workflow automations with technology and external partners.
• Provide requirements, vision, level of effort, ROI, and recommendations for targeting-tool proofs of concept and migrations.
• Monitor partner services and expenses and evaluate partner capabilities, costs, and scope as the team moves toward more self-service.
• Build and maintain relationships with MarTech, Solutions, Technology, external vendors, Strategy, and Analytics teams.
• Partner with MarTech, Solutions, and Technology on system requirements, enhancements, and delivery.
• Align with Strategy on segmentation, personalization logic, offer implementation, test design, and capacity planning, and with Analytics on measurement and reporting.
• Represent audience and orchestration in cross-functional planning, campaign reviews, and launch-readiness check-ins.
• Communicate status, escalations, and operational performance to senior leadership and present updates to the senior management team.
• Lead and manage the audience team, including hiring, onboarding, performance management, and career development.
• Coach team members, set growth and learning goals for direct reports, and develop skills in CRM systems and AI-enabled workflows.
• Foster a high-performing, accountable, solutions-oriented culture focused on quality.
• Manage team capacity across a high-volume campaign calendar and develop succession plans for business continuity.
• Perform additional responsibilities as assigned.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager