Customer Relationship Management Personalization Specialist

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.

Job Overview

The Specialist, CRM Personalization takes a hands-on role in customer retention marketing and contributes strategically within the growing in-house CRM team.

What You Will Do

• Collaborate with the CRM Senior Manager to drive performance growth by planning and executing strategic initiatives across email, app messaging, and SMS channels.
• Work closely with marketing, creative, and technology teams across multiple business units, providing CRM expertise to support innovation and process improvements.
• Apply deep knowledge of both production and strategic aspects of CRM tactics, while building strong relationships and effectively managing cross-team workflows.
• Demonstrate excellent problem-solving skills and expert understanding of CRM best practices, with the ability to clearly communicate complex concepts to non-CRM audiences.
• 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

Customer Retention & CRM Strategy - Hands-on experience executing and contributing strategically to CRM initiatives across email, app messaging, and SMS channels.

Cross-Functional Collaboration - Proven ability to work closely with marketing, creative, and technology teams across multiple business units to drive innovation and improve CRM processes.

Production & Tactical Expertise - Deep knowledge of both production and strategic components of CRM tactics, with strong relationship-building and workflow management skills.

Communication & Presentation - Excellent written and verbal communication skills, with the ability to clearly explain complex CRM concepts to non-technical audiences and socialize strategies across the organization.

Data Analysis & Measurement - Strong analytical skills, preferably with experience in Microsoft Excel or similar tools, to measure project impact and inform data-driven decisions.

Project & Time Management - Self-starter with excellent organizational skills; able to manage multiple projects simultaneously, prioritize effectively, and adjust course as needed.

CRM Tools & Platforms - Experience with CRM and digital marketing platforms such as Oracle Responsys, Movable Ink, Wunderkind, or similar technologies.

Problem-Solving & Adaptability - Strong problem-solving ability with a flexible mindset to pivot strategies based on performance and organizational needs.

Who You Are

• Candidates with a bachelor's degree or equivalent work experience in a related field are encouraged to apply. 3+ years of experience in CRM and online marketing, either in-house or at an agency/consultancy.
• 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.

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

Access the full menu of benefits offerings here.

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.

DIGITAL00