Job DescriptionBe 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 OverviewThe Senior Manager, CRM Journey Support drives the successful delivery of end-to-end CRM journey solutions. This role is focused on leading and implementing Adobe journey optimizer solutions to deliver curated and personalized customer experiences. This role requires expertise in AJO, AEP, CJA, data analysis, project management, and leadership. The Senior Manager is accountable for driving critical business initiatives that deliver value and growth.
What You Will Do - Lead and manage the strategic roadmap to deliver and support business capabilities across internal and external partners.
- Oversee the delivery of customer journey via our marketing channels such as Email, SMS, Push, In-app messaging.
- Should have a vision and hyper focus on personalization, customer experience, scalability, analytics optimization, and measurement.
- Manage teams, including project management, budget oversight, and resource allocation.
- Establish and prioritize systems initiatives to align with business goals.
- Lead the development of functional requirements and ensure timely product delivery.
- Anticipate and manage potential impacts of upstream and downstream projects.
- Collaborate with internal business and technical teams to ensure successful rollout of new capabilities to end-users.
- Develop and execute strategies to enhance customer engagement and retention.
- Conduct business process analysis and recommend improvements to optimize operations.
- Cultivate relationships with executives and business-function sponsors, ensuring their objectives are met while fostering trust and open dialogue.
- Help business stakeholders prioritize projects, providing clear justifications and communicating IT constraints and dependencies to engineering teams.
- Build strong collaboration with the Adobe product team and the Adobe support team to scale and optimize continuous delivery.
- Work with leadership to define and execute team objectives and deliverables.
- Lead, coach, and mentor team members, ensuring career growth and development.
- Provide clear direction and guidance to direct reports, setting work priorities and supporting company initiatives.
- Foster a culture of innovation, engagement, agility, collaboration, and openness within the team.
- Establish team goals, objectives, and KPI reporting to track performance and ensure visibility.
- Manage vendor relationships and roadmaps to support business needs and ensure alignment with strategic goals.
- 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.
Skills You Will NeedTechnical Expertise: Expertise in CRM platforms such as Adobe suite, Customer Journey Analytics (CJA), Oracle, Wunderkind, and Movable Ink. Proficient in API integration, SQL, and data management. Experienced in omni-channel marketing and marketing technology delivery.
Project Management: Strong ability to prioritize and define requirements for large, complex development projects in fast-paced environments. Proficient in development methodologies, business process management, QA fundamentals, and process documentation.
Analytical Skills: Skilled in partnering with analytics teams to measure performance across CRM platforms. Strong problem-solving abilities to optimize CRM strategies and drive data-driven decisions.
Communication Skills: Exceptional written and verbal communication skills. Able to interpret and articulate both business and technical documents effectively.
Stakeholder Management: Highly organized with a strong ability to manage relationships with internal and external stakeholders, ensuring alignment across business and technical teams.
Vendor Coordination: Experienced in working with third-party technology vendors, agencies, and contractors to ensure project success and alignment with business goals.
Requirements Gathering: Expertise in capturing and executing business and functional requirements. Skilled in translating business needs into actionable technical plans for product and engineering teams.
Ownership and Accountability: Proven ability to take full ownership of products and projects, ensuring successful outcomes and business value.
Training and Development: Capable of providing ad-hoc training sessions and sharing best practices with teams to foster continuous growth and development.
Who You Are - Candidates with a bachelor's degree or equivalent work experience in a related field are encouraged to apply. 7+ years of related experience.
- Regularly required to sit, talk, hear; use hands/fingers to touch, handle, and feel. Occasionally required to move about the workplace and reach with hands and arms. Requires close vision.
- Able to work a flexible schedule based on department and company needs.
What We Can Offer YouJoin 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 UsThis 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.
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