Manager, CRM Marketing Automation (Omni Operations)

Macys   •  

San Francisco, CA

Industry: Retail & Consumer Goods


Less than 5 years

Posted 33 days ago

This job is no longer available.

Job Overview:

The Customer Relationship Management (CRM) marketing team enables global omni-channel sales via digital, credit, in-store and direct mail marketing channels by driving targeting strategy, building & optimizing customer segmentation, and executing marketing communication and offers to Macy's consumers.

This role will be accountable for operational success and will oversee end-to-end execution of outbound ad-hoc and automated email, mobile (SMS & push), site and POS campaign targeting, supervise/mentor a team of 2-3 targeting coordinators/analysts, and partner with cross-functional teams to align resources, strategies and processes to meet all operational milestones and ensure quality control. S/he will take initiative, communicate proactively, be detail-oriented and organized, juggle shifting priorities, deal with ambiguity, and partner effectively with internal business/technology partners, vendors and leadership. Perform other duties as assigned.

Essential Functions:

Project Management

  • Own targeting production schedule for all owned campaigns/channels; ensure all operational SLAs are met, QA function is robust, cross-functional partners are held accountable, and testing/experimentation goals are supported.
  • Supervise and train 2-3 targeting coordinators/analysts; support a knowledge sharing & reuse culture where training/QA artifacts are created/updated.
  • Define & track key performance indicators for owned channels; leverage/publish these to support marketing strategy partners, provide relevant business insights & recommendations to senior leadership, and proactively identify/resolve data quality issues.
  • Lead or support strategic initiatives & enhancements with internal/external business partners.
  • Champion adoption & full utilization of CRM technology toolset; identify and escalate user group issues and request enhancements.
  • Partner with cross-functional teams including Digital Communications Strategy, CRM Contact Strategy, CRM Omni Enhancements, Digital Creative Production, CRM Systems, Marketing Effectiveness/Analytics and Channel Service Vendors.
  • Optimize business processes; refine/rationalize targeting methodologies and improve overall team productivity; operationalize change from tactical/other. projects; provide strategic consultation for innovation/change initiatives.
  • Regular, dependable attendance and punctuality.



  • BA/BS college degree required; concentration in Marketing is a plus.
  • 3-5 years of experience in digital/omni-channel marketing or project management.
  • 2+ years of supervisory experience/talent development.
  • Past campaign targeting experience in CRM/marketing automation tools such as SAS Customer Intelligence, Epiphany, Oracle Responsys, Marketo, or similar.

Communication Skills:

  • Self-starter with strong organization, prioritization & communication skills.
  • Ability to communicate effectively & succinctly to leadership.

Mathematical Skills:

  • Basic math functions such as addition, subtraction, multiplication, division, and analytical skills.

Reasoning Ability:

  • Proven analytical/problem-solving skills & understanding of data structures, hierarchy, applications; past SQL, Hive querying or similar is a plus.

Physical Demands:

  • This position involves regular walking, standing, sitting for extended periods of time, hearing, and talking.
  • May occasionally involve stooping, kneeling, or crouching.
  • May involve close vision, color vision, depth perception, focus adjustment, and viewing computer monitor for extended periods of time.
  • Involves manual dexterity for using keyboard, mouse, and other office equipment.
  • May involve moving or lifting items under 10 pounds.

Other Skills:

  • Quality control and attention to detail are essential to success.
  • Ability to identify, escalate & resolve issues; challenging the status quo when appropriate.
  • Demonstrated understanding of email, mobile, site, POS marketing/targeting methodologies.

Work Hours:

  • Ability to work a flexible schedule based on department and company needs.