Customer Relationship Management Strategy Specialist

Bring Your Amazing Self to Work

At Macy's, Inc. we're on a mission to create a brighter future with bold representation for all. This is our Mission Every One. We know that each person here is unique. So we respect and invest in each individual to create growth, pride, and satisfaction. If we are able to bring our whole selves to work, it translates into a more abundant and wider array of ideas and energy for all to benefit from. Our success will be built on amazing colleagues, working together.

Job Overview

The CRM Production Specialist is responsible for the project management and production of dynamic email and mobile campaigns, with a focus on personalization strategies and process optimization. This role supports ad-hoc marketing initiatives across multiple channels. The ideal candidate is detail-oriented, technically adept, and comfortable working in a cross-functional environment that includes internal teams and external partners. They will contribute to the continuous improvement of dynamic campaign operations while helping to execute high-impact retention tactics.

What You Will Do

• Project manage and execute personalized/dynamic email and mobile campaigns across various stages of the customer lifecycle.
• Collaborate closely with internal teams, across Marketing, Technology, and Creative along with external vendors to gather input, clarify requirements, and ensure timely delivery.
• Support and lead user acceptance testing (UAT) and quality assurance (QA) processes to ensure flawless execution.
• Assist in managing and prioritizing a roadmap of enhancements and optimizations to improve personalization and workflow efficiencies.
• Analyze campaign execution and recommend process improvements that drive operational excellence.
• Support ad -hoc campaign production needs for both email and mobile channels, ensuring alignment with broader CRM team.
• Develop and maintain campaign documentation including business requirements, logic flows, and QA checklists.
• Serve as a subject matter expert in dynamic content setup and ESP functionality, while understanding the technical and creative components involved.
• Participate in regular meetings with stakeholders to align goals, communicate progress, and resolve blockers.
• Troubleshoot technical or process-related issues and escalate them to the appropriate teams for resolution.
• Contribute to post-campaign reviews and share learnings and best practices with the broader CRM team.
• Perform additional responsibilities as assigned.

Skills You Will Need

Project Management: Ability to lead campaigns from concept through execution, managing deadlines and deliverables across multiple projects.

Cross-Functional Collaboration: Proven experience working with internal teams and external vendors to deliver results.

Technical Fluency: Working knowledge of ESPs, dynamic content logic, personalization strategies, and campaign automation.

QA & UAT Execution: Experience designing and executing QA processes, ensuring high campaign accuracy.

Process Optimization: Aptitude for identifying workflow improvements and streamlining repetitive tasks.

Data Awareness: Understanding how customer and product data is used to power dynamic content and personalization logic within campaigns; ability to work with data inputs, mappings, and structures to ensure accurate execution.

Communication Skills: Clear and concise communicator who can drive alignment and progress across stakeholders.

Documentation & Organization: Skilled at documenting requirements, use cases, and campaign setup logic.

Problem-Solving: Strong troubleshooting skills and a proactive approach to resolving production challenges.

Marketing Knowledge: Understanding of retention marketing strategies and customer lifecycle programs.

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. 3-4 years of experience in digital marketing, preferably with email and mobile campaign production.
• 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
• Colleague Resource Groups (CRGs) and give-back/volunteer opportunities
• Empowerment and autonomy to perform impactful work with tangible results

About Macy's

Now is an exciting time for a Macy's career as we continue to focus on creating exciting and memorable experiences for every Macy's customer, whether their journey starts online or in the store. Our opportunities in Sales, Merchandise, Operations, Customer Service, Warehouse, Marketing, and other areas let you express your creativity and commitment to excellence, grow your career and make a difference to your Macy's colleagues and customers.

Bring your creativity, energy, and ideas to the Macy's team - 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.