Manager, Audience & Orchestration

Macy's•New York, NY

About The Position

The Manager, Audience & Orchestration owns how Macy’s CRM defines, builds, and delivers audiences across customer communication channels, including audiences that power lifecycle journeys. The role leads efforts to simplify and modernize audience practices, balance promotional and journey communications, strengthen email performance and deliverability, and introduce AI and automation into audience and targeting workflows. The manager partners across the organization and with external partners while leading and developing a team in a fast-paced, results- and deadline-driven environment. The role oversees end-to-end targeting operations for email, SMS, app notifications, direct mail, and Credit & Loyalty campaigns. It owns audience definition and setup for lifecycle journeys and triggers, campaign audience operations, quality assurance, and operational email deliverability. It also leads the business roadmap for CRM audience and targeting systems, improves audience tools and processes, supports communication arbitration and contact-frequency rules, and advances workflow automation and AI capabilities. The manager serves as a business owner for technical enhancements, automations, proofs of concept, and migrations, developing requirements and driving delivery with technology and external partners. The position builds cross-functional relationships with MarTech, Solutions, Technology, vendors, Strategy, and Analytics, communicates operational status and risks to senior leadership, and manages the audience team’s hiring, onboarding, performance, development, capacity, and succession planning. Candidates with a bachelor’s degree or equivalent work experience in a related field are encouraged to apply. The role requires a minimum of 5–7 years of experience in online email/CRM marketing and consumer promotions. It involves communication, collaboration, use of office and computer systems, access to written and electronic information, and moving within the work environment to interact with workplace materials. A flexible schedule is required based on department and company needs, including availability for off-hours support during critical campaign periods.

Requirements

Minimum of 5–7 years of experience in online email/CRM marketing and consumer promotions.
Bachelor’s degree or equivalent work experience in a related field.
Demonstrable computer skills and technology aptitude, including proficiency with Microsoft Office (Word, Excel, PowerPoint) and database applications.
Proven analytical abilities, including strategic thinking, data interpretation, financial analysis, and problem-solving.
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 apply AI and automation tools to real workflow problems.
Ability to prioritize and manage several projects simultaneously and address requirements from stakeholders, including 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 who can escalate issues, push back, and challenge the status quo when appropriate.
High attention to detail and a strong focus on quality assurance.
Ability to work a flexible schedule based on department and company needs, with off-hours availability 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 to interact with workplace materials.

Nice To Haves

Adobe experience.
SAS experience.

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 audience-system issues, including duplication and overlap.
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, reporting, inbox placement, list and email hygiene, and sender reputation; resolve issues with partners and report health and risks to senior leadership.
Optimize audience definitions and tools, improve processes, and 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 measurement of communication priority rules and keep those rules current.
Improve complex audience and targeting workflows, identify automation opportunities and cost savings, and incorporate AI and automation into QA, validation, monitoring, and request intake.
Own business requirements and drive delivery of 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 external partner capabilities, costs, and scope as the team moves toward more self-service.
Build relationships with MarTech, Solutions, Technology, external vendors, Strategy, and Analytics; partner on requirements, enhancements, delivery, segmentation, personalization, offers, testing, capacity planning, 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.
Lead and manage the audience team, including hiring, onboarding, performance management, career development, coaching, growth goals, and upskilling 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 build succession plans.
Present updates to the senior management team and perform additional responsibilities 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.