Journey Operations Specialist

Macy's is a storied company that has been a part of American culture for over 160 years. They are seeking a Journey Operations Specialist to manage deliverables and project tasks that support personalization strategies across retention tactics, collaborating with various teams to enhance the customer experience.

Responsibilities

Lead and implement enhancements across email, mobile, and site channels to support the company’s strategic goals

Collaborate with cross-functional teams, third-party vendors, CRM analysts, and business partners to gather input, clarify requirements, and drive new functionalities and improvements. Leverage data and insights to inform strategic recommendations

Develop and document detailed business requirements, use cases, and business rules. Conduct user acceptance testing to ensure quality and alignment

Serve as a subject matter expert, representing business strategies in comprehensive marketing solutions while understanding the underlying technical components, design, and systems

Build and maintain strong relationships with business stakeholders by understanding their goals, providing strategic support, and establishing trust

Advocate for timely issue resolution by identifying problems, evaluating solutions, communicating updates, and ensuring closure

Support the management and prioritization of the Retention Marketing team’s capabilities and enhancements roadmap

Analyze programs and tactics to identify gaps, trends, and opportunities that improve internal campaign execution and enhance the customer experience

Lead stakeholder meetings to initiate projects, share progress updates, and resolve outstanding issues

Troubleshoot major challenges and escalate critical issues to appropriate leadership as necessary

Prepare and deliver hindsight analyses and recommendations to leadership and partner teams to inform future initiatives

Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities

Benefits

Comprehensive health and wellness coverage

A 401(k) match to invest in your future

Paid time off

Eight paid holidays

Continuous learning and leadership development

Colleague Resource Groups

Volunteer opportunities

Merchandise discounts

Performance-based incentives

Annual merit review

Employee Assistance Program with mental health counseling and legal/financial advice

Tuition reimbursement

Company

Department store retailer selling fashion, home goods, and gifts.

New York, New York, USA

http://www.macysjobs.com/

Founded in 1858

10001+ employees

Qualifications

Bachelor's degree or equivalent work experience in a related field

3-4 years of experience in digital marketing

Ability to manage end-to-end deliverables and multiple projects simultaneously while maintaining organization and attention to detail

Strong skills in collaborating with cross-functional teams, third-party providers, and CRM analysts to gather input and clarify requirements

Comfort with interpreting data and using actionable insights to make strategic recommendations

Proficient in developing and documenting business requirements, use cases, and business rules, as well as conducting user acceptance tests

Knowledgeable in marketing strategies, with the ability to advocate for business solutions while understanding technical components and design

Strong interpersonal skills to build relationships with business function sponsors, understanding their objectives and establishing trust

Ability to investigate issues, assess options, and provide feedback to ensure effective resolution

Skill in identifying gaps, trends, and opportunities to improve internal campaign execution and customer experience

Ability to lead meetings and communicate effectively with stakeholders to kick off projects, review progress, and resolve issues

Passion for technology and data, with an understanding of email, mobile, and site personalization methods

Ability to think creatively and strategically while addressing technical challenges

Proficiency in MS Office applications, essential for reporting and data analysis

Able to work a flexible schedule based on department and company needs

Required skills

Data Interpretation, Business Requirements Documentation, User Acceptance Testing, Marketing Strategies, Email Personalization, Mobile Personalization, Site Personalization, Microsoft Office

Preferred skills

Project Management

Experience

3-4 years