Job Specifications
Sr. Manager, Personalization, Lifecycle and Loyalty
New York, NY, United States
Full time Schedule
$126,120 - $209,880
Annually*
* based on job, location, and schedule
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 of Lifecycle Marketing will lead the strategy, development, and optimization of customer lifecycle journeys that deepen engagement, strengthen loyalty, and drive incremental revenue across Macy’s omnichannel ecosystem. This role will oversee the roadmap for customer and loyalty communications across acquisition, onboarding, engagement, retention, and reactivation touchpoints, ensuring every moment in the customer journey builds meaningful, measurable value.
You will serve as a key thought partner to senior leadership, guiding data-driven decision-making and cross-functional alignment between Marketing, Analytics, Loyalty, and Product teams. The role requires strategic agility, a customer-first mindset, and the ability to operationalize complex lifecycle programs at scale through collaboration, measurement, and innovation.
What You Will Do
Lead Lifecycle Strategy: Develop and oversee Macy’s end-to-end customer and loyalty lifecycle strategies across all channels (email, app, web, direct mail, and in-store), aligning business goals with customer-centric outcomes.
Own Journey Roadmap: Define the long-term vision and quarterly roadmap for lifecycle programs—identifying new opportunities to engage customers, close gaps in the journey, and optimize performance across acquisition, activation, engagement, and retention.
Drive Personalization at Scale: Partner with analytics, data science, and MarTech teams to build and evolve personalization strategies that determine the right message, offer, and timing for each customer segment.
Champion Test-and-Learn: Lead an agile experimentation agenda across lifecycle journeys, continuously refining audience strategies, messaging frameworks, and offer design to maximize incremental impact.
Deliver Performance Measurement & Insights: Establish clear success metrics and frameworks for campaign forecasting, measurement, and incrementality analysis. Translate performance data into actionable insights to inform future strategy.
Collaborate with Cross-Functional teams: Partner with CRM, Loyalty, Brand Marketing, and Product to ensure alignment on go-to-market strategies, timing, and customer experience across channels. Represent Lifecycle in enterprise strategy and roadmap discussions.
Lead your Team: Manage, coach, and inspire a team of lifecycle and personalization specialists. Set clear goals, guide development, and build a high-performing culture focused on innovation, accountability, and growth.
Advocate for our Customers: Maintain a deep understanding of customer behaviors, needs, and trends. Act as a voice for the customer in strategy discussions, ensuring all experiences reflect Macy’s brand promise and deliver measurable value.
Drive Innovation & Industry Awareness: Stay ahead of evolving lifecycle and loyalty marketing trends, technologies, and competitive best practices. Identify new approaches to strengthen Macy’s customer relationships and marketing performance.
Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.
Skills You Will Need
Proven track record developing and scaling multi-channel lifecycle programs that drive measurable customer and business outcomes.
Deep understanding of customer segmentation, personalization frameworks, and test-and-learn methodologies.
Strong analytical acumen with the ability to interpret data, forecast results, and build data-driven business cases.
Excellent communication and presentation skills with experience influencing senior leadership.
Skilled in cross-functional collaboration, particularly across analytics, creative, product, and technology teams.
Experience managing and developing a high-performing team.
Familiarity with Adobe Journey Optimizer (AJO), Salesforce Marketing Cloud, or similar enterprise CRM platforms a plus.
Passion for retail, loyalty, and creating differentiated customer experiences.
Who You Are
Candidates with a Bachelor’s degree in Marketing, Business, or related field (or equivalent experience) and 8–10+ years of relevant experience in lifecycle marketing, personalization, CRM, or loyalty strategy are encouraged to apply.
Regularly required to sit, talk, hear; use hands/fingers to touch, ha