Specialist, Personalization and Lifecycle Marketing

Full-time - Mid Level

NY

About the position

The Specialist, Personalization and Loyalty Lifecycle is a strategic marketing leader proficient in campaign management, measurement, test & learn methodologies, and omnichannel marketing across digital and physical channels. This role is well-suited for an individual eager to collaborate with internal and external marketing professionals in a high-performance, results-driven retail environment. The manager is responsible for developing, executing, and measuring Macy’s Loyalty and Credit marketing strategies, overseeing the customer experience across omnichannel formats, and managing various customer lifecycle states including acquisition, engagement, status migration, retention, and win back. They demonstrate fluency in employing different personalization and targeting strategies, utilizing data-driven cohorts to develop audience segmentation.

Responsibilities

• Lead customer & loyalty lifecycle strategies across omnichannel formats, including in-store, direct mail, web, app, and CRM channels.
• Manage holistic strategy in customer and loyalty member touchpoints across different customer states and business objectives, including acquisition, engagement, retention, win-back and driving overall brand love and affinity.
• Work closely with senior leaders across Marketing to develop and execute offer and communication strategies that will drive customer engagement.
• Oversee and build marketing strategies that are net new identified through gaps in the lifecycle and iterate upon existing strategies by utilizing consumer insights and internal data to grow Macy’s sales.
• Drive constant and agile 'test and learn' approaches to develop loyalty strategic and marketing programs and member experiences, leveraging customer segmentation and personalization.
• Leverage personalization tools to determine the right offer/message to the right members to drive increase sales and profitability.
• Take an analytical approach to campaign measurement including forecasting and results to predict and read campaign incrementality by member segments.
• Collaborate with cross-functional partners on go-to-market activities to deliver a seamless customer experience.
• Develop all aspects of the lifecycle strategy with internal stakeholders, identifying key targets with the use of analytical models, implementing projections and learnings, as well as executing creative assets.
• Foster a culture of collaboration across organizational boundaries and navigate a matrixed organization.
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.

Requirements

• Bachelor’s degree or equivalent work experience in a related field.
• 6+ years of relevant work experience.
• Knowledge of, and passion for, lifecycle marketing strategies including loyalty program initiatives.
• Excellent communication, sales, and facilitation skills (oral, written, and listening).
• Ability to understand, organize, and communicate complex information in an easily understandable format tailored to a variety of audiences.
• Ability to think creatively, strategically, analytically with a customer-oriented lens at all times.
• Adept organizational, delegation, and prioritization skills.
• Previous performance marketing, owned channel (digital, print, physical) marketing, Loyalty program management, or CRM experience.
• Strong Excel and analytical skills to analyze data, generate insights and execute on opportunities.
• Track record of demonstrating success with offer development at scale.
• Experience in managing and developing a high performing team.
• Proven ability to influence others by effectively presenting and persuading individuals or groups of senior leaders.
• Customer-centric mindset and experience with cross-functional collaboration.
• Ability to solve problems with internal and external stakeholders and be a self-starter who can thrive in a fast-paced, results-oriented environment.

Benefits

• Comprehensive health and wellness coverage.
• 401(k) match.
• 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.