Job Description

Journey Operations Specialist

New York, NY, United States

Full time Schedule

$65,640 - $109,200 Annually*

* based on job, location, and schedule

Job Description

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 CRM Production Specialist leads end-to-end execution of deliverables that support dynamic personalization and retention strategies across email, mobile, and additional digital channels. The role translates strategic outlines into detailed executional workflows, including journey development and documentation within Adobe Journey Optimizer (AJO). The CRM Production Specialist is highly detail-oriented and organized, managing multiple projects simultaneously, adjusting HTML code when defects arise, and navigating ambiguity with confidence. The role collaborates closely with cross-functional partners and leadership, provides strategic recommendations informed by best practices and performance insights, and drives enhancements that optimize customer experiences and support broader company initiatives.

What You Will Do

• Lead and execute enhancements across email, mobile, and site optimization initiatives that support company strategy.
• Collaborate closely with cross-functional teams, third-party providers, CRM analysts, and business partners to gather input, clarify requirements, and deliver new capabilities, using data and insights to inform recommendations.
• Develop and document business requirements, use cases, and business rules, and lead user acceptance testing.
• Serve as a subject matter expert by translating business strategies into comprehensive marketing solutions while understanding the supporting technologies, design, and technical components.
• Build strong, trusted relationships with business sponsors by understanding their objectives and proactively supporting their needs.
• Advocate for issue resolution by investigating root causes, evaluating options, providing recommendations, and ensuring timely closure.
• Support management and prioritization of the Retention Marketing capabilities and enhancements roadmap.
• Identify gaps, trends, and opportunities across programs and tactics to improve campaign execution and enhance the customer experience.
• Lead recurring meetings and stakeholder communications to initiate projects, review progress, and resolve issues.
• Troubleshoot and escalate significant risks, challenges, or dependencies to appropriate leadership as needed.
• Prepare and present post-project analyses, insights, and recommendations to leadership and partner teams.
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.
• In addition to the essential duties mentioned above, other duties may be assigned.

Skills You Will Need

Project Management: Ability to manage end-to-end deliverables and multiple projects simultaneously while maintaining organization and attention to detail.

Technical Proficiency: Proficiency in adobe journey applications is preferred (AEM, AEP, AJO, CJA). Basic HTML skills required

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

Data Interpretation: Comfort with interpreting data and using actionable insights to make strategic recommendations.

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

Subject Matter Expertise: Knowledgeable in marketing strategies, with the ability to advocate for business solutions while understanding technical components and design.

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

Problem-Solving: Ability to investigate issues, assess options, and provide feedback to ensure effective resolution.

Analytical Thinking: Skill in identifying gaps, trends, and opportunities to improve internal campaign execution and customer experience.

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

Technical Aptitude: Passion for technology and data, with an understanding of email, mobile, and site personalization methods.

Creative and Strategic Thinking: Ability to think creatively and strategically while addressing technical challenges.

Who You Are

• Candidates with a bachelor’s degree or equivalent work experience in a related field are encouraged to apply.
• 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.

DIGITAL00

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. Click here to see details on benefits.

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