Journey Operations Specialist

About the Role

Be part of an amazing story at Macy’s, a company with over 160 years of history, innovation, and tradition. As the Customer Relationship Management Strategy Specialist, you will manage end-to-end deliverables and project tasks that support dynamic personalization strategies across all retention tactics. This role requires strong attention to detail, organizational skills, and the ability to manage multiple projects simultaneously while navigating ambiguity and collaborating with cross-functional teams and senior management.

Responsibilities

• Lead and implement enhancements across email, mobile, and site channels to support the company’s strategic goals.
• Collaborate with cross-functional teams, third-party vendors, CRM analysts, and business partners to gather input, clarify requirements, and drive new functionalities and improvements.
• Leverage data and insights to inform strategic recommendations.
• Develop and document detailed business requirements, use cases, and business rules.
• Conduct user acceptance testing to ensure quality and alignment.
• Serve as a subject matter expert, representing business strategies in comprehensive marketing solutions while understanding the underlying technical components, design, and systems.
• Build and maintain strong relationships with business stakeholders by understanding their goals, providing strategic support, and establishing trust.
• Advocate for timely issue resolution by identifying problems, evaluating solutions, communicating updates, and ensuring closure.
• Support the management and prioritization of the Retention Marketing team’s capabilities and enhancements roadmap.
• Analyze programs and tactics to identify gaps, trends, and opportunities that improve internal campaign execution and enhance the customer experience.
• Lead stakeholder meetings to initiate projects, share progress updates, and resolve outstanding issues.
• Troubleshoot major challenges and escalate critical issues to appropriate leadership as necessary.
• Prepare and deliver hindsight analyses and recommendations to leadership and partner teams to inform future initiatives.
• Foster an environment of acceptance and respect that strengthens relationships, ensuring authentic connections with colleagues, customers, and communities.
• Perform other duties as assigned.

Requirements

• Bachelor’s degree or equivalent work experience in a related field.
• 3-4 years of experience in digital marketing.
• Ability to perform essential job functions such as communication, collaboration, and use of office and computer systems.
• Capability to access and review written and electronic information, move within the work environment, and interact with workplace materials.
• Able to work a flexible schedule based on department and company needs.

Skills

• 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.

Benefits

• Competitive pay and comprehensive health and wellness coverage (medical, vision, dental, life, disability insurance).
• 401(k) match to invest in your future.
• Paid time off and eight paid holidays.
• Continuous learning and leadership development opportunities.
• Merchandise discounts and performance-based incentives.
• Annual merit review.
• Employee Assistance Program with mental health counseling and legal/financial advice.
• Tuition reimbursement.
• Colleague Resource Groups and volunteer opportunities to build community and make a difference.