Journey Operations Specialist

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 CRM Production Specialist is responsible for end-to-end deliverables and project tasks that support dynamic personalization strategies across all retention tactics. This specialist is detail-oriented and organized, capable of managing multiple projects simultaneously while taking direction and navigating ambiguity. They are comfortable collaborating with cross-functional teams and management.

What You Will Do

• Lead and execute enhancements across email, mobile, and site optimizations to support the company's strategic initiatives.
• Collaborate closely with cross-functional teams, third-party providers, CRM analysts, and other business functions to gather input, clarify requirements, and drive enhancements and new functionalities. The specialist must be comfortable interpreting data and using actionable insights to make strategic recommendations.
• Develop and document business requirements, use cases, and business rules, and conduct user acceptance tests.
• Serve as a subject matter expert, advocating for business strategies in comprehensive marketing solutions while understanding the technical components, design, and technologies involved.
• Build strong relationships with business function sponsors, understanding their objectives and establishing trust to support their needs.
• Advocate for issue resolution by investigating problems, assessing options, providing feedback, and ensuring closure.
• Assist in managing and prioritizing the dynamic capabilities and enhancements roadmap for the Retention Marketing team.
• Identify gaps, trends, and opportunities within programs and tactics to improve internal campaign execution and enhance the customer experience.
• Lead regular meetings and communications with stakeholders to kick off projects, review progress, and resolve any issues.
• Troubleshoot and escalate significant challenges or barriers to the appropriate management team as needed.
• Prepare and present project hindsight analyses and recommendations to leadership and partner teams.
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.
• Perform additional responsibilities as assigned.

Skills You Will Need

Project Management: Ability to manage end-to-end deliverables and multiple projects simultaneously while maintaining organization and attention to detail.

Cross-Functional Collaboration: Strong skills in collaborating with cross-functional teams, third-party providers, and CRM analysts to gather input and clarify requirements.

Data Interpretation: Comfort with interpreting data and using actionable insights to make strategic recommendations.

Documentation Skills: Proficient in developing and documenting business requirements, use cases, and business rules, as well as conducting user acceptance tests.

Subject Matter Expertise: Knowledgeable in marketing strategies, with the ability to advocate for business solutions while understanding technical components and design.

Relationship Building: Strong interpersonal skills to build relationships with business function sponsors, understanding their objectives and establishing trust.

Problem-Solving: Ability to investigate issues, assess options, and provide feedback to ensure effective resolution.

Analytical Thinking: Skill in identifying gaps, trends, and opportunities to improve internal campaign execution and customer experience.

Communication Skills: Ability to lead meetings and communicate effectively with stakeholders to kick off projects, review progress, and resolve issues.

Technical Aptitude: Passion for technology and data, with an understanding of email, mobile, and site personalization methods.

Creative and Strategic Thinking: Ability to think creatively and strategically while addressing technical challenges.

Technical Proficiency: Proficiency in MS Office applications, essential for reporting and data analysis.

What We Can Offer You

Join a team where work is as rewarding as it is fun! We offer a dynamic, inclusive environment with competitive pay and benefits. Enjoy comprehensive health and wellness coverage and a 401(k) match to invest in your future. Prioritize your well-being with paid time off and eight paid holidays. Grow your career with continuous learning and leadership development. Plus, build community by joining one of our Colleague Resource Groups and make a difference through our volunteer opportunities.

Some additional benefits we offer include:

• Merchandise discounts
• Performance-based incentives
• Annual merit review
• Employee Assistance Program with mental health counseling and legal/financial advice
• Tuition reimbursement

Access the full menu of benefits offerings here.

About Us

This is a great time to join Macy's! Whether you're helping a customer find the perfect gift, streamlining operations in one of our distribution centers, enhancing our online shopping experience, buying in-style and on-trend merchandise to outfit our customers, or designing a balloon for the Thanksgiving Day Parade, we offer unique opportunities to be part of some of the most memorable moments in people's lives.

Join us and help write the next chapter in our story - Apply Today!

This job description is not all-inclusive. Macy's, Inc. reserves the right to amend this job description at any time. Macy's, Inc. is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.

DIGITAL00