Sr. Manager, Customer Strategy, Stores, & Digital

About

Bloomingdale's makes fashion personal and fun, aspirational yet approachable. Our mission is to guide and inspire our customers to make style a source of creative energy in their lives. We will always strive to make Bloomingdale's like no other store in the world. Across all brand touchpoints-from Bloomingdales.com to our newest small store concept, Bloomie's-everyone plays a critical role bringing our mission to life. Our inclusive culture promotes diversity of background, thought and opinion. Regardless of position, we believe all colleagues have a voice and access to share their thoughts with every level of leadership. Our colleagues are passionate, driven, entrepreneurial and collaborative, while having a lot of fun along the way.

Job Overview

As the Senior Manager, Customer Strategy - Stores & Digital at Bloomingdale's, you will serve as the lead insights and customer strategy partner to our Store and Digital (COM) leadership teams. Your role is focused on deeply understanding customer sentiment-connecting NPS feedback, behavioral data, and operational results to identify the biggest opportunities to improve the customer experience and drive business performance.

You will lead efforts to translate feedback into actionable strategies, partnering cross-functionally to address friction points across the in-store and digital journeys. You'll also oversee market-level research to identify where we have the greatest customer opportunity, helping guide customer-led decisions about store location and format strategy. You are the translator of the customer voice-turning insight into action and partnering with teams across the business to drive meaningful, measurable outcomes.

Key Responsibilities

Customer Strategy & Experience Innovation

• Serve as the lead customer insights partner to Store and Digital leadership to drive short- and long-term customer growth strategies.
• Translate company themes from feedback, behavioral data, and market analysis into business recommendations and strategic priorities.
• Define future-state customer experience themes rooted in friction-point analysis, customer journeys, and unmet needs.
• Collaborate with cross-functional partners (e.g., CX, Product, UX, Store Ops) to drive improvements aligned to customer opportunity.

ELEVATED: Previously, this role ensured customer feedback was heard-now it defines and leads customer-driven strategies that guide Store and Digital business decisions. This is a shift from insight interpretation to strategic planning and growth leadership.

Behavioral Insights & Impact

• Synthesize NPS, behavioral, and purchase data to identify high-impact customer segments and opportunity areas.
• Identify and size opportunities to retain and grow customer value, incorporating KPIs.
• Provide behavioral insights related to digital usage (e.g., site search, cart abandonment) and in-store behaviors to surface actionable themes.

NET NEW: Use of behavioral and purchase data as a core input to strategy, not present in the old role description.

Regional & Market-Level Research **this portion of role to be confirmed with Rachel

• Lead Area Research to uncover customer opportunity by region and market.
• Conduct customer-led market analysis to inform new store placement, format decisions, and expansion strategy.
• Partner with Store Leadership to share regional findings during field visits and seasonal strategy sessions.

NET NEW: Geographic/market insights and store location strategy influence is a new dimension of responsibility.

Insight Communication & Influence

• Create compelling narratives rooted in customer insights-focused on the "what," "so what," and "now what."
• Influence prioritization decisions by sharing insight in business forums, strategy sessions, and cross-functional reviews.
• Build tools and frameworks that elevate insight from "feedback" to "actionable direction."

ELEVATED: Elevated focus on executive influence and insight storytelling, not just reporting findings.

Partner Collaboration & Feedback Integration

• Monitor NPS themes in partnership with the Manager, Research & VOC Programs, and advise on areas for escalation or strategic response.
• Support evolution of customer feedback tools and usability in partnership with the VOC Manager.
• Guide application of insights from Mystery Shop and Problems-to-Profit programs into Store and Digital strategies.

SHIFTED AWAY FROM EXECUTION: Clarifies that this role is not operationally managing feedback channels.

Skills You Will Need:

• Trend Analysis and Research: Proficient in identifying, studying, and communicating macro trends, consumer behavior shifts, cultural influences, past and future zeitgeist impacts, and emerging style trends.
• Data Analytics: Experience in utilizing data analytic tools to convert information into commercial ideas and the ability to read, assess, and organize data and opportunities.
• Creative Presentation: Proficient in creating or collaborating on highly visual presentations and videos, with experience in Adobe Creative Suite, Excel, Word, PowerPoint, and presentation software like XD, Figma, and Canva.
• Communication and Collaboration: Excellent written and verbal communication skills, strong research and copywriting skills, and the ability to effectively collaborate with cross-functional teams, including Design, Merchant, and Vendor Partners.
• Project Management: Ability to manage multiple workstreams, prioritize based on business needs, and make decisions independently while working under general direction.
• Customer Focus and Storytelling: Relentless customer focus, strong ability to influence, tell compelling stories, and gain trust to implement new ideas, supporting enterprise-wide storytelling and big-idea moments.
• Technical Proficiency: Quick adopter of new technology and generative AI tools, proficient in Adobe Creative Suite, Excel, Word, PowerPoint, and presentation software like XD, Figma, and Canva.
• Leadership and Ownership: Focus on building relationship and ownership skills as an emerging leader, supporting trend strategy, vision, and fashion application for Bloomingdale's and individual areas of focus.

Qualifications

• 6-8 years of experience in customer insights, strategy, or experience design, ideally in a retail, digital, or omnichannel business.
• Strong experience with customer feedback platforms (e.g., Medallia), behavioral analytics, and translating insights into commercial impact.
• Proven ability to connect qualitative and quantitative insights to business performance.
• Skilled in storytelling and executive communication, with the ability to influence across multiple levels and teams.
• Experience conducting market-level research and identifying customer-led growth opportunities is a plus.

SR MGR CUSTOMER STRATEGY, DIGITAL & STORES v SR MGR CUSTOMER VOICE

This role has evolved from advocating for the customer through feedback reporting to actively shaping business strategy using customer insights. While the prior focus was on surfacing customer pain points, the new role is strategic, proactive, and growth-oriented-partnering with Store and Digital leaders to translate insights into future-state experiences and customer-led initiatives.

The Senior Manager now plays a key role in guiding customer strategy, with expanded use of behavioral data, regional insights, and storytelling to drive decisions that grow customer value and improve the end-to-end experience.

NET NEW

• Integration of behavioral and transactional data into customer strategy
• Ownership of market- and area-level research to guide regional planning *to be confirmed*
• Influence over store format and location decisions via customer insight
• Focus on customer segmentation and strategies to grow customer value
• Synthesis of multi-source insight (feedback + behavior + purchase) for action

ELEVATED

• No longer manages operational feedback tools (e.g., NPS, Medallia)
• Elevated from insights execution to strategic growth leadership
• Shift from reporting feedback to building customer-led strategy
• Influences senior leadership decisions across COM and Stores
• Focuses on long-term innovation, not just solving current pain points

SHIFTED OUT

• Day-to-day management of NPS program (owned by Manager, VOC Programs)
• Platform/vendor management (Medallia, survey tools)
• Execution of Mystery Shop and Problems-to-Profit programs
• Partnership with analysts/specialists on deep-dive execution
• Support for Central Customer Service and Contact Center feedback
• Broader CX collaboration with Engineering, Logistics, and Tech (now more Store & Digital-specific)