Specialist, CRM Strategic Initiatives

Macy's•New York, NY

About The Position

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 Overview The Specialist, CRM Personalization takes a hands-on role in customer retention marketing and contributes strategically within the growing in-house CRM team.

Requirements

Customer Retention & CRM Strategy : Hands-on experience executing and contributing strategically to CRM initiatives across email, app messaging, and SMS channels.
Cross-Functional Collaboration : Proven ability to work closely with marketing, creative, and technology teams across multiple business units to drive innovation and improve CRM processes.
Production & Tactical Expertise : Deep knowledge of both production and strategic components of CRM tactics, with strong relationship-building and workflow management skills.
Communication & Presentation : Excellent written and verbal communication skills, with the ability to clearly explain complex CRM concepts to non-technical audiences and socialize strategies across the organization.
Data Analysis & Measurement : Strong analytical skills, preferably with experience in Microsoft Excel or similar tools, to measure project impact and inform data-driven decisions.
Project & Time Management : Self-starter with excellent organizational skills; able to manage multiple projects simultaneously, prioritize effectively, and adjust course as needed.
CRM Tools & Platforms : Experience with CRM and digital marketing platforms such as Oracle Responsys, Movable Ink, Wunderkind, or similar technologies.
Problem-Solving & Adaptability : Strong problem-solving ability with a flexible mindset to pivot strategies based on performance and organizational needs.
Candidates with a Bachelor’s degree or equivalent work experience in a related field are encouraged to apply.
3+ years of experience in CRM and online marketing, either in-house or at an agency/consultancy.
This role involves performing essential job functions such as communication, collaboration, and use of office and computer systems.
Responsibilities include the ability to access and review written and electronic information, and to move within the work environment and interact with workplace materials as needed to carry out job responsibilities.
Able to work a flexible schedule based on department and company needs.

Responsibilities

Collaborate with the CRM Senior Manager to drive performance growth by planning and executing strategic initiatives across email, app messaging, and SMS channels.
Work closely with marketing, creative, and technology teams across multiple business units, providing CRM expertise to support innovation and process improvements.
Apply deep knowledge of both production and strategic aspects of CRM tactics, while building strong relationships and effectively managing cross-team workflows.
Demonstrate excellent problem-solving skills and expert understanding of CRM best practices, with the ability to clearly communicate complex concepts to non-CRM audiences.
Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.
In addition to the essential duties mentioned above, other duties may be assigned.

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