Job Overview
The Manager, Targeting Production is a member of the Retention Marketing Team, which drives growth and optimizes customer lifetime value through owned media.
This team manages the customer contact strategy, lifecycle, and end-to-end campaign execution for all retention channels, including Email, Mobile, Site Targeted Content, Direct Mail, and POS.
The Manager supervises the team responsible for targeting Email, Direct Mail, SMS, Push, and Site Targeted content communication, including promotional, editorial, loyalty, and credit-related messaging.
What You Will Do
- Manage the team executing segmentation strategies for email, SMS, app push notifications, site-targeted content, direct mail, and targeted offers channels.
- Monitor campaign operations as the primary day-to-day contact and serve as the escalation point for off-hours business questions and decisions on campaigns.
Availability during off-hours is required as needed.
- Lead efforts to optimize cadence and frequency, collaborating with key partners to understand events and drivers of sales, and reflect these priorities in segmentation.
- Assess targeting and calendar scenarios for various channels using CRM marketing tools, optimizing for customer engagement and sales performance.
- Support the testing roadmap and implement new predictive models and scores in the digital targeting strategy, in partnership with Targeting Strategy, Analytics, and Data Science teams.
- Optimize the CRM lifecycle contact strategy, focusing on the cadence and frequency of touchpoints.
- Demonstrate thought leadership to improve complex workflows and provide practical solutions. Redefine current processes to gain workflow efficiencies, maximize bandwidth, identify automation opportunities, and achieve cost savings.
- Act as the business owner for all technical enhancements, new capabilities, and new automations in workflow and process.
- Identify key tactics to increase customer engagement and interaction.
- Assess customer response performance, provide insights across business categories and channels, and make recommendations to internal and external business partners.
- Identify and propose A / B test ideas to optimize customer communication.
- Lead the optimization of key milestones and workflow streams to maximize bandwidth across the team.
- Develop succession planning to ensure business continuity.
- Coach the team to lead independently and delegate projects effectively.
- Help develop growth and learning goals for the team.
Skills You Will Need
Advanced CRM Communication Tactics : In-depth knowledge of industry-standard CRM communication methods and tools.
Analytical Abilities : Strong strategic thinking, data interpretation, financial analysis, and problem-solving skills.
Quality Assurance : High attention to detail with a heavy focus on quality control.
Technology Proficiency : Demonstrable computer skills, including proficiency with Microsoft Office (Word, Excel, PowerPoint) and database applications.
Effective Communication : Strong communication skills, both written and verbal, to interact with middle management, cross-functional teams, and key stakeholders.
Project Management : Strong project management skills to prioritize and manage multiple projects simultaneously.
Stakeholder Management : Ability to collaborate with various stakeholders, including senior management, and define business process issues.
Issue Escalation : Ability to escalate issues and provide pushback as needed.
Relationship Building : Ability to work efficiently in a cross-functional, team-based environment and maintain strong working relationships.
Team Leadership : Previous experience in managing, motivating, and developing teams of at least three or more people.
Independent Work : Ability to work independently with minimal supervision.
Workflow Optimization : Ability to improve complex workflows, redefine current processes, identify automation opportunities, and achieve cost savings.
Multi-tasking : Ability to handle multiple priorities in a fast-paced work environment.
Who You Are
- Dedicated to fulfilling ideals of diversity, inclusion, and respect that Macy’s aspires to achieve every day in every way.
- Candidates with a bachelor’s degree or equivalent work experience in a related field are encouraged to apply. Minimum of 5-7 years of experience in online email / CRM marketing and consumer promotions.
- 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
- An inclusive, challenging, and refreshingly fun work environment
- Competitive pay and benefits rooted in principles of equity
- Performance incentives and annual merit review
- Merchandise discounts
- Health and Wellness Benefits across medical, dental, vision, and additional insurance
- Retirement Savings Plan with 401k match opportunity
- Employee Assistance Program (mental health counseling and legal / financial advice)
- Resources for continuous learning, career growth, and leadership development
- 8 paid holidays
- Paid Time Off (first year prorated depending on start date)
- Tuition reimbursement program
- Guild education benefit funds 100% of tuition, books, and fees in designated programs
- Colleague Resource Groups (CRGs) and give-back / volunteer opportunities
- Empowerment and autonomy to perform impactful work with tangible results
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