Sr. Manager, Personalization, Lifecycle and Loyalty

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 Senior Manager, Loyalty & Credit Program and Personalization Marketing supports the development and execution of Macy's loyalty and credit marketing strategies, driving customer engagement and growth across digital and physical channels. This role oversees omnichannel campaigns that span the customer lifecycle-from acquisition and engagement to status migration, retention, and winback-ensuring a seamless and impactful customer experience. The Senior Manager collaborates with internal and external marketing partners in a high-performance, results-driven retail environment to advance Macy's customer loyalty objectives and business results.

What You Will Do

• Lead loyalty lifecycle strategies across omnichannel formats, including in-store, direct mail, web, app, and CRM channels (email, social, push, and SMS).
• Manage a holistic strategy for loyalty member touchpoints across customer states and business objectives, including acquisition, engagement, retention, winback, and building overall brand affinity.
• Advance education, awareness, and usage of the Star Rewards program, driving engagement with cardholder and co-brand benefits and value propositions.
• Oversee credit cardholder acquisition and engagement initiatives, ensuring legal compliance with external financial partners.
• Align loyalty communications with broader Macy's brand messaging, positioning Star Rewards as a central brand beacon.
• Lead and mentor a team of marketers to evolve loyalty and credit communications toward a fully customer-centric model with personalized, targeted messaging.
• Implement agile, "test and learn" approaches to optimize loyalty strategies, marketing programs, and member experiences, leveraging customer segmentation and personalization.
• Effectively prioritize, develop, and assign work across multiple workstreams within the function.
• Demonstrate strong problem-solving skills in a complex, matrixed stakeholder environment.
• Take ownership of business goals, actively seek constructive feedback, and partner across the enterprise to drive long-term success.
• Model open, transparent, and continuous communication and collaboration, guiding team members to present information clearly, concisely, and in a story-driven manner for diverse audiences.
• Exhibit outstanding leadership, facilitation, and relationship-building skills. Serve as a collaborative team player, consistently demonstrating a positive approach and guiding team members to work effectively across functional groups.
• 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

Strategic Marketing Execution: Ability to develop and execute omnichannel loyalty and credit strategies that drive customer engagement, retention, and brand affinity.

Customer-Centric Insight & Personalization: Skilled at leveraging data, segmentation, and "test and learn" approaches to deliver relevant, personalized marketing experiences.

Leadership and Team Building: Ability to build, lead, and inspire high-performing teams while fostering accountability, professional growth, and collaboration.

Cross-Functional Collaboration: Skilled at partnering with internal and external stakeholders to align loyalty and credit initiatives with broader brand strategy.

Project and Program Management: Expertise in prioritizing, organizing, and managing multiple complex initiatives to achieve timely and high-quality outcomes.

Analytical and Strategic Thinking: Strong problem-solving skills with the ability to make data- and insight-driven decisions that optimize programs and business results.

Communication and Storytelling: Ability to present information clearly and persuasively to diverse audiences, influencing stakeholders and senior leadership.

Customer Experience and Brand Focus: Committed to creating seamless, impactful customer experiences while advancing Star Rewards as a key brand differentiator.

Operational Excellence: Proficient with Microsoft Office, CRM, digital marketing, and project management tools to execute campaigns effectively.

Values-Driven Leadership: Models integrity, collaboration, and Macy's values, recognizing and motivating teams for exceptional performance and customer-focused behavior.

Who You Are

• Candidates with a bachelor's degree or equivalent work experience in a related field are encouraged to apply. MBA preferred.
• 10+ years of experience in performance / digital marketing, CRM, agency, or management consulting preferred.
• 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.

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