Sr. Manager, Customer Relationship Management - Performance

Senior Manager, Customer Relationship Management

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 traditionsabout inspiring stores and irresistible productsabout 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 Senior Manager, Customer Relationship Management develops and oversees measurement and analysis of CRM performance across all campaign typesincluding transactional, journey/trigger, promotional, and marketing campaignsthat drive digital, store, and total Macy's performance. The role spans all CRM channels, including Email, Mobile Messaging (SMS and Push), and App. The Senior Manager informs marketing content, CRM strategy, site merchandising, and data science initiatives by developing methodologies and leading a team of performance analysts to deliver value-added, actionable recommendations. With deep expertise in data-analysis tools and techniques, the Senior Manager designs and guides analytical frameworks, assesses site usage impacts and performance, creates compelling data stories with recommendations, and implements automation where appropriate.

What You Will Do

• Partner with CRM and cross-functional teams to solve complex problems and proactively identify opportunities to improve the customer experience. Provide analytics leadership, including campaign-level and channel-level performance analysis, to Customer & Digital and Marketing partners to optimize CRM strategies.
• Lead CRM strategic analytics projects and manage direct report accountability. Guide direct reports in developing strategic measurement approaches for their areas of focus.
• Demonstrate expertise in Tableau, Oracle, Adobe Analytics, and BI tools; build dashboards that enable stakeholders to make data-driven decisions.
• Collaborate with senior leaders on enterprise initiatives by delivering analytics and insights that highlight current performance and inform future enhancements.
• Develop strategies to measure the impact of programs designed to increase key performance indicators. Deliver methodologies for impact and scenario analysis related to events, site performance, or technical business changes.
• Lead the administration of Analytics Office Hours on a bi-weekly basis, providing training for the CRM organization and direct reports. Partner with Site Analytics and Enterprise Data Science teams to deliver a suite of dashboards and conduct QA for all team deliverables.
• Collaborate with EDA, Customer & Digital Strategy & Analytics, and Site Merchandising leadership to create Adobe dashboards and measurement approaches that enable automation and reporting efficiencies. Monitor potential data integrity issues within the Adobe dataset and escalate concerns to management when necessary.
• Develop and deliver materials and presentations on Customer Strategy & Growth for senior audiences, including executive leadership, investors, brand partners, and the board of directors.
• Apply strong organizational skills to manage multiple Customer and Marketing teams, workstreams, and deliverables, while driving continuous improvement aligned with business and customer needs.
• Effectively develop, prioritize, and assign work across multiple workstreams within the function.
• Demonstrate deep problem-solving skills in a complex, matrixed stakeholder environment, fostering collaboration and empowering others.
• Take accountability for achieving business goals, invite constructive feedback, and partner effectively across the enterprise to ensure long-term success.
• Model open, transparent, and continuous communication. Lead team members to present information clearly and concisely, tailoring storytelling for different audiences.
• Educate the organization on the value of customer- and data-driven strategies. Communicate strategies and results to foster buy-in and activation across the enterprise.
• Build strong relationships and demonstrate outstanding facilitation skills. Consistently model a collaborative, positive approach while working across functional groups.
• Foster a culture of collaboration across organizational boundaries and successfully navigate a matrixed environment.
• 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 Need

Analytics & Data Expertise Advanced proficiency in Tableau, Oracle, Adobe Analytics, and BI tools; skilled in developing dashboards, measuring CRM performance across multiple campaign types and channels (Email, Mobile, App), performing impact and scenario analysis, and implementing automation.

Strategic Leadership & Business Acumen Strong ability to develop and implement CRM strategies, optimize campaigns, and influence marketing, site merchandising, and data science initiatives; comfortable communicating insights to executive audiences.

Team Leadership & People Development Proven experience managing, mentoring, and guiding direct reports and cross-functional teams; fosters a culture of coaching, accountability, and performance excellence.

Communication & Storytelling Exceptional verbal, written, and presentation skills; able to clearly convey insights, strategies, and results to diverse audiences; skilled in creating compelling data stories.

Collaboration & Relationship Management Strong ability to build and maintain relationships across a matrixed organization; flexible in style and approach to work effectively with different stakeholders.

Organizational & Project Management Exceptional ability to prioritize, delegate, and manage multiple workstreams and projects; drives results while ensuring continuous improvement.

Values & Cultural Leadership Models company values in daily work; champions customer- and data-driven decision-making; promotes transparency, recognition, resilience, and accountability across the organization.

Who You Are

• Candidates with a bachelor's degree or equivalent work experience in a related field are encouraged to apply. 8+ years of 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 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.

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

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.