Customer Relationship Management Planning Specialist - Promotions and Events

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 Planning & Targeting assists in planning the customer contact strategy across digital communication channels, including email, SMS, and app push notifications. This role works cross-functionally to ensure the needs of all internal business units are met while aligning with enterprise-level objectives. The Specialist focuses on enhancing customer engagement and conversion through lifecycle marketing, awareness campaigns, promotional activities, and building stronger long-term customer relationships.

What You Will Do

• Assist in managing the customer contact strategy across all integrated communication channels, including Email, Mobile (SMS/MMS, and Push Notifications)
• Evaluate communications from business units and provide strategic recommendations on calendar cadence, message mix, and customer targeting strategy
• Help develop targeting strategies and determine the frequency of touchpoints to prioritize the customer experience in planning processes
• Serve as the CRM subject matter expert, offering clear recommendations to cross-functional teams with differing perspectives, ensuring effective and efficient communication strategies
• Partner with the manager, CRM, and marketing teams to plan and define marketing calendars and customer communications, optimizing event cadence to support business priorities, manage customer attrition, and experiment with new approaches while balancing team resources
• Recommend, develop, enhance, and implement new business processes with cross-functional teams to adapt to digital program enhancements and deliver more personalized and relevant marketing communications
• Manage, input, and edit MAS jobs for digital retention channels
• Integrate sales plans, projections, and other data into calendar planning and communication strategies
• Collaborate with internal and external partners on strategic projects, including vendor-led tests and joint CRM and paid media initiatives
• Help drive operational efficiency by recommending and implementing workflow improvements with cross-functional teams, reducing redundancies and streamlining the planning-to-production process
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities
  
  

Skills You Will Need

• CRM Expertise: Strong knowledge of digital communication channels (Email, SMS/MMS, Push Notifications) and customer lifecycle marketing
• Strategic Thinking: Ability to evaluate communications, provide strategic recommendations on message cadence, customer targeting, and balance business objectives with customer needs
• Cross-Functional Collaboration: Experience working with diverse teams, ensuring alignment across business units, and offering CRM insights and recommendations
• Project Management: Strong project management skills, capable of managing multiple projects simultaneously, meeting deadlines, and developing processes to improve workflow efficiency
• Analytical and Data Interpretation Skills: Proficiency in analyzing sales plans, customer data, and other metrics to inform and optimize communication strategies
• Attention to Detail: High focus on quality assurance and the ability to identify and address issues as they arise, especially in fast-paced environments
• Communication and Organizational Skills: Excellent verbal and written communication, with strong organizational and prioritization abilities to manage diverse stakeholder requirements
• Technical Proficiency: Aptitude for technology, with experience using Microsoft Office (Word, Excel, PowerPoint) and database applications
• Adaptability and Problem-Solving: Ability to escalate and resolve workflow issues, think strategically, challenge the status quo, and adapt to changes in planning or execution
• Process Development: Skills in recommending and implementing new business processes, with a focus on improving the effectiveness of digital communication strategies
  
  

Who You Are

• Candidates with a bachelor’s degree or equivalent work experience in a related field are encouraged to apply.
• 3-5 years of experience in online email/CRM marketing and consumer promotions.
• 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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This position may be eligible for performance-based incentives/bonuses. Benefits include 401k, medical/vision/dental/life/disability insurance options, PTO accruals, Holidays, and more. Eligibility requirements may apply based on location, job level, classification, and length of employment. Additional benefit details are available at macysJOBS.com.