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.
The CRM Team is responsible for driving growth and optimizing customer lifetime value through Macy’s owned media. The team owns the customer contact strategy, lifecycle, and end-to-end campaign execution across all retention channels — Email, Mobile, and Direct Mail. This role offers a unique opportunity to shape how Macy’s engages millions of customers through precision, personalization, and operational excellence.
Job Overview
The Manager, CRM Operations oversees end-to-end execution and delivery for Email, Push Notifications, SMS, and In-App/Inbox communications — including promotional, editorial, loyalty, and personalized messaging. This role manages the production workflow for all CRM tactics, working with cross-functional teams, consistently identifying areas of opportunity across the workflow, managing partner relationships, and supporting omni-channel initiatives for Macy’s.
The Manager leads a team of 5 responsible for end-to-end front-end development, HTML production, linking, QA, and monitoring across CRM channels. This role requires a balance of hands-on technical expertise, people leadership, and strategic thinking, with a strong focus on quality, efficiency, and execution excellence.
What You Will Do
Campaign Production & Channel Execution
- Manage the production team responsible for email, SMS, push notifications, and in-app/inbox campaign execution — from asset review and delivery through job assembly, testing, preview, and deployment.
- Hands-on proficiency in ESP platforms (e.g., Salesforce Marketing Cloud, Responsys, Braze, Adobe, or equivalent); capable of building, linking, and troubleshooting campaigns directly in-tool.
- Leverage deep ESP knowledge — ideally gained from working at or alongside an ESP — to optimize platform usage, identify efficiencies, and guide team best practices.
- Oversee end-to-end front-end production across all CRM channels including HTML/CSS coding, dynamic content setup, linking, QA, and deployment.
- Partner with third-party vendors to execute advanced personalization and ensure platform reliability.
- Monitor status of campaign operations as the primary day-to-day contact for CRM vendor production and QA teams.
- Lead strategy to incorporate more personalization, dynamic content, and send time optimization into email and mobile communication execution.
Quality Assurance & Performance Monitoring
- Own channel QA processes — ensure every send meets deliverability, rendering, link accuracy, personalization, CAN-SPAM, and TCPA compliance standards before deployment.
- Monitor live and post-send campaign performance (delivery rates, opens, clicks, opt-outs) and flag anomalies in real time.
- Act as gatekeeper for business-driven communication changes and ensure all updates are accurately executed across all relevant touchpoints.
- Point of escalation for off-hours business questions and decisions on campaigns; must be available during off hours as needed.
Workflow, Process & Operational Excellence
- Demonstrate thought leadership to improve complex production workflows; redefine current processes to gain efficiencies, maximize bandwidth, and identify automation opportunities and cost savings.
- Serve as business owner for all technical enhancements and new capabilities to the workflow by building out business requirements and project managing with vendor and solutions manager.
- Monitor campaign ROI and partner services and expenses to ensure budget is allocated appropriately; continuously evaluate capabilities, costs, and scope opportunities with external partners.
- Partner with the Strategy team to plan team capacity, understand test design and hypothesis, and ensure accurate execution for all tests.
- Build out tactic-specific best practices across email (design, sizing, content, offers, subject lines, linking strategy) and mobile (SMS character count, MMS, push messaging strategy).
Cross-Functional Partnership
- Build and maintain strong relationships with cross-functional teams including Strategy, Marketing, Project Management, Creative, Site Merchandising, QA, Technology, and external vendors (ESP, Movable Ink).
- Align with Strategy and Targeting teams to ensure accurate segmentation, personalization logic, and offer implementation across all channels.
- Represent Operations in cross-functional planning meetings, campaign reviews, and launch readiness check-ins.
- Communicate production status, escalations, and operational performance to senior leadership.
Team Leadership & People Management
- Manage multiple direct reports; responsible for hiring, onboarding, performance management, and career development.
- Coach team members to lead themselves and delegate appropriately; develop growth and learning goals for each direct report.
- Foster a high-performing, accountable, and solutions-oriented team culture with a strong focus on quality and operational excellence.
- Manage team capacity across a high-volume campaign calendar; drive succession planning to ensure business continuity.
Skills You Will Need
Technical Proficiency
- Demonstrable computer skills including proficiency with Microsoft Office (Word, Excel, PowerPoint) and database applications.
- Hands-on experience with ESP or marketing automation platforms (e.g., Salesforce Marketing Cloud, Responsys, Adobe, Braze); ideally gained from working at or alongside an ESP.
- Working knowledge of HTML/CSS and email front-end development to build, troubleshoot, and QA campaigns.
- Familiarity with dynamic content tools, audience segmentation, and campaign targeting logic.
- Experience with or exposure to Movable Ink or similar personalization platforms preferred
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Project & Program Management
- Ability to manage multiple initiatives simultaneously, balancing priorities, timelines, and resources across a high-volume campaign calendar.
- Strong organizational skills and exceptional attention to detail..
- Ability to problem solve when late changes or workflow issues arise.
Process & Operational Excellence
- Experience building and optimizing production workflows and scalable processes.
- Strong focus on quality assurance and execution accuracy.
- Ability to improve complex workflows, identify automation opportunities, and achieve cost savings.
- Experience with testing, experimentation, and optimization frameworks.
Leadership & Collaboration
- Proven ability to lead, motivate, and develop high-performing teams.
- Strong cross-functional collaboration and stakeholder management skills.
- Ability to escalate issues and push back as needed; willing to challenge the status quo when appropriate.
Communication Skills
- Excellent written and verbal communication skills.
- Ability to prioritize and manage requirements from various stakeholders including senior management.
Who You Are
Education Requirements
- BA/BS degree required; concentration in Marketing, Business, or related field preferred
Years of Experience
- 5–7 years of experience in online email/CRM marketing or digital marketing operations
- 3–5 years of direct supervisory experience with a track record of managing and developing teams
- Experience working at an ESP or in a client-side role with deep, day-to-day ESP platform expertise (beyond basic user-level familiarity)
Competencies
- Strong strategic thinking, analytical, and problem-solving skills
- Ability to prioritize and manage multiple projects in a fast-paced, high-change environment
- Ability to identify, resolve, and escalate issues effectively
- Demonstrated ability to drive process improvements and operational efficiencies
- High attention to detail and commitment to quality
Additional Requirements
- Ability to work a flexible schedule based on department and company needs; typical hours 9am–5pm
- Availability for off-hours support during critical campaign periods as needed
- Onsite presence required 4 days per week at Macy’s New York City headquarters
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
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.
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