Macy's

Director, Loyalty

Macy's$120K — $150K *
Retail & Consumer Goods
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • 8+ years in loyalty, CRM, or customer marketing with direct program ownership.
  • Proven track record growing a tiered loyalty program in terms of enrollment and retention.
  • Strong understanding of customer economics including LTV and points liability.
  • Experience with loyalty platforms and data integrations for intelligent program execution.
  • Analytical skills to collaborate with measurement teams on business cases.
  • Leadership ability to influence a matrixed organization without direct control.
  • Brand sensibility tailored to high-value customers.

Responsibilities

  • Own and strategize the Loyallist program's end-to-end lifecycle.
  • Define annual benefits that align with brand identity and increase commercial impact.
  • Set clear enrollment and retention targets for growth and member spending.
  • Design tier structures and benefits that balance customer value with program economics.
  • Collaborate to enhance top-tier experiences for high-value members.
  • Develop acquisition strategies to grow member enrollment and sales.
  • Manage financial models, tracking LTV impacts and costs associated with the program.

Benefits

  • Comprehensive benefits package for qualified employees.
  • Opportunities for professional development and career progression.
  • Collaborative and innovative work environment.
  • Engagement with a high-value customer base in an esteemed retail setting.
Full Job Description
Job Description

The Opportunity

Bloomingdale's Loyallist program connects the business to some of the most distinctive customers in American retail - high-spending, high-frequency, and deeply brand-affiliated across the program's tiers. The Director of Loyalty owns the strategy that deepens that relationship: tier architecture, benefit design, enrollment and penetration growth, and the program roadmap that turns membership into a durable competitive advantage.

This is a growth leadership role with direct economic accountability. The Director models and defends the lifetime-value impact of every program decision, owns the member-growth agenda, and ensures loyalty operates as a connected piece of the customer lifecycle alongside credit and CRM. The mandate is evolution: build on the strong Luxe foundation, bring disciplined economics as the input, and elevate the experience to a standard worthy of the Bloomingdale's customer.

What You'll Own

Program Strategy & Roadmap
  • Own the Loyallist program end-to-end - the strategy, the multi-year evolution roadmap, and the case for investment behind it.
  • Set the annual and seasonal benefit calendar, ensuring Loyallist moments are differentiated, brand-worthy, and commercially effective.
  • Define the program's role as a growth and retention engine, with clear targets for enrollment, penetration, retention, and member spend.

Tier Architecture & Benefit Design
  • Own tier structure, earn-and-burn mechanics, and the benefit architecture across tiers - designing for both customer value and program economics.
  • Evolve the top-tier experience in partnership with Client Development, treating the most valuable members as a distinct, high-touch audience.
  • Design benefits funded intelligently - balancing margin, vendor co-investment, and credit contribution rather than discount alone.

Member Acquisition, Penetration & Enrollment
  • Own the strategy to grow enrollment, deepen tier penetration, and increase the share of sales transacting through the program.
  • Build the enrollment funnel across store, site, app, and associate-assisted channels - reducing friction and lifting capture at the point of intent.
  • Develop tier-migration and reactivation strategies that move customers up the value curve and recover lapsing members.

Program Economics & Liability
  • Own the financial model of the program - LTV impact, breakage, points liability, and the cost-to-serve of each tier and benefit.
  • Build the business case for program investment with the rigor that earns C-suite confidence, modeling the return on tier upgrades, benefit enhancements, and enrollment growth.
  • Partner with the measurement function on the segmentation and LTV framework so the program is built around customer lifetime economics, not transaction frequency alone.

Loyalty Platform, Operations & Roadmap
  • Set requirements for the loyalty technology roadmap with Head of Product & Technology Strategy - the platform capabilities, data integrations, and member-facing experience required to run a modern program.
  • Set the requirements that connect loyalty data into CRM, paid media, and clienteling so program membership informs every customer touchpoint.
  • Establish the operating standards, reporting, and governance that make the program run reliably season over season.

Clienteling, VIC & Store Integration
  • Connect the program to the in-store relationship - ensuring loyalty status and member intelligence reach selling associates and client advisors.
  • Partner with stores and Client Development to design one connected clienteling and member strategy across human and digital outreach.

What You'll Bring
  • 8+ years in loyalty, CRM, or customer marketing, with direct ownership of a program; premium, luxury, or specialty retail experience is a strong advantage.
  • A demonstrated track record growing a tiered loyalty program - enrollment, penetration, retention, and member spend.
  • Fluency in customer economics: LTV, tier migration, churn and reactivation, breakage, and points liability.
  • Experience owning or closely partnering on a loyalty platform and its roadmap, including the data integrations that make a program intelligent.
  • Strong analytical partnership skills - the ability to work with measurement and analytics teams to build, defend, and act on a business case.
  • Team leadership and the maturity to operate inside a matrixed enterprise structure, influencing partners you do not control.
  • An editorial and brand sensibility appropriate to a discerning, high-value customer - program decisions should feel considered, not transactional.


This job description is not all inclusive; additionally, Macy's, Inc. reserves the right to amend this job description at any time.

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About Macy's

Macy's Careers

Join the vibrant team at Macy's—a leader in the retail industry, offering unparalleled job opportunities that empower you to leverage your skills and drive innovation. At Macy's, we are committed to fostering a culture of diversity and professional growth, making it an exciting time to become part of our global community. Work You'll Do Embark on a career at Macy's and be at the forefront of the retail revolution. With a variety of positions available, from in-store roles to corporate leadership, Macy's provides a platform for professional development and career advancement. Whether you're looking for a full-time position or a part-time internship, Macy's offers a dynamic work environment where your contributions are valued and celebrated. Join Macy's market-leading team to help redefine the shopping experience for millions of customers worldwide. Lead through innovation and be part of a company that prides itself on its commitment to leadership and excellence in the retail sector. Transform your career with Macy's through our comprehensive training programs and development opportunities. Work alongside a diverse team of professionals, all driven by a shared goal of delivering exceptional service and driving success in a competitive marketplace. Macy's Employment Experience At Macy's, we understand that our employees are our greatest asset. That's why we offer competitive benefits, including health insurance, retirement plans, and employee discounts, to ensure our team members are supported both personally and professionally. Our commitment to diversity and inclusion is evident in our hiring practices and corporate culture. We strive to create an environment where all employees can thrive and contribute to our collective success. Macy's is not just a company; it's a community where innovation, leadership, and teamwork are at the heart of what we do. Innovative Work Macy's is a place where you can harness your skills to explore new ideas and innovative solutions. Our commitment to innovation is what sets us apart and keeps us at the forefront of the retail industry. Join us and contribute to projects that redefine retail and improve customer experiences across all our channels. Be Part of a Great Team At Macy's, you'll collaborate with talented professionals who are passionate about redefining retail. Our team's unparalleled capabilities and dedication to excellence make Macy's a leader in the industry. Here, your career will flourish as you work on diverse projects and make a real impact on our company's future. Future-Proof Your Career With Macy's, the sky's the limit when it comes to career growth and opportunities. Advance your career through our training and development programs, designed to nurture your professional skills and prepare you for future leadership roles. Grow with us and see how far your ambition can take you. Stay Connected Join Our Team Search for open positions that match your skills and interests at Macy's. We are always on the lookout for passionate, creative, and solution-driven team players. Explore the numerous career paths available and find the perfect fit for you. Keep Up to Date Stay informed with the latest career tips, insider perspectives, and industry-leading insights—all from the people who make Macy's a fantastic place to work. Our careers blog is your go-to resource for everything from interview tips to resume advice. Job Alert Emails Customize your subscription to receive job alerts and the latest news from Macy's. Tailor your preferences to see exciting and rewarding opportunities that align with your career aspirations. Join us and be part of a company that values innovation, leadership, and a diverse workforce.
Learn more about Macy's
Size
88,857 employees
Market Cap
$5.4 billion
Industry
Net Income
-$3.9 billion
Founded
1858
5 Year Trend
-0.4%
Revenue
$18 billion
NASDAQ

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