Manager, Audience & Orchestration
Employer not yet confirmed · New York, New York, United States
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
Manager, Audience & Orchestration
The Manager, Audience & Orchestration owns how Macy’s CRM defines, builds and delivers audiences across our customer communication channels, including the audiences that power lifecycle journeys. This role leads the effort to simplify and modernize our audience approach, balance promotional and journey communications, and strengthen email performance and deliverability.
The Manager will bring innovation, including AI and automation, into audience and targeting workflows, partner across the organization and with external partners, and lead and develop a team. The candidate must thrive in a fast-paced, results and deadline driven environment and balance hands-on expertise with people leadership and strategic thinking.
What You Will Do
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Targeting Operations
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Own end-to-end targeting execution for Email, SMS, App notifications, Direct Mail, and Credit & Loyalty campaigns; ensure operational SLAs are met, the QA function is robust, and cross-functional partners are held accountable.
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Own audience definition and setup for lifecycle journeys and triggers, in partnership with Journey Ops, so audiences are accurate, reusable, and ready when journeys are built.
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Review targeting to ensure CAN-SPAM and fair lending compliance.
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Be hands-on and proficient in the audience and CRM systems; identify and troubleshoot issues, including audience duplication and overlap.
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Serve as primary day-to-day contact for campaign audience operations
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Support the testing roadmap and the implementation of predictive models and scores in digital targeting, in partnership with Targeting Strategy, Analytics and Data Science.
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Serve as the operational owner for email deliverability: monitor audiences and deliverability reporting, and track inbox placement, list and email hygiene, and sender reputation health.
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Partner with cross functional teams and vendor partners to find, escalate and resolve deliverability issues, and report on health and risks to senior leadership.
Audience Strategy
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Optimize how audiences are built and defined within our audience tools, including business requirements, feasibility, and adoption by the team and partners.
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Continuously improve our audience tools and processes so execution stays accurate, efficient, and scalable.
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Own the business roadmap for CRM audience and targeting systems: priorities, feasibility, ROI, adoption, and measurement.
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Reduce duplicate and overlapping audience definitions, standardize reusable audience building blocks, and retire audiences that no longer earn their keep.
Arbitration & Orchestration
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Partner with CRM Strategy, Journey Ops, and technology partners to support arbitration between promotional and journey communications, including capping and contact-frequency logic.
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Support how priority rules are configured and run, help measure the impact on engagement, sales performance and customer experience, and help keep the rules current.
Workflow Optimization, Automation & AI
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Demonstrate thought leadership to improve complex audience and targeting workflows; redefine processes to gain efficiencies, maximize team bandwidth, and identify automation opportunities and cost savings.
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Weave AI and automation into daily workflows, such as audience QA, validation, monitoring and request intake, so the team does more with less manual effort and fewer errors.
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Serve as business owner for technical enhancements, new capabilities and new automations to the workflow: build business requirements and drive delivery with technology and external partners.
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Provide requirements, vision, level of effort, ROI and recommendations for targeting tool proofs of concept and migrations.
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Monitor partner services and expenses, and continuously evaluate capabilities, costs and scope with external partners as the team moves toward more self-service.
Cross-Functional Partnership
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Build and maintain strong relationships with MarTech, Solutions, Technology, external vendors, Strategy, and Analytics teams.
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Partner with MarTech, Solutions and Technology on system requirements, enhancements, and delivery.
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Align with Strategy on segmentation, personalization logic, offer implementation, test design and capacity planning, and with Analytics on measurement and reporting.
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Represent audience and orchestration in cross-functional planning, campaign reviews and launch readiness check-ins.
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Communicate status, escalations and operational performance to senior leadership.
Team Leadership & People Management
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Lead and manage the audience team: hiring, onboarding, performance management and career development.
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Coach team members to lead themselves and delegate appropriately; set growth and learning goals for each direct report and build upskilling in CRM systems and AI-enabled workflows.
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Foster a high-performing, accountable, solutions-oriented culture with a strong focus on quality.
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Manage team capacity across a high-volume campaign calendar and build succession planning to ensure business continuity.
Other
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Present updates to the senior management team.
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Additional responsibilities as assigned.
Skills You Will Need
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Demonstrable computer skills and aptitude for technology, including proficiency with Microsoft Office (Word, Excel, PowerPoint) and database applications; proven analytical abilities.
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Working knowledge of audience, targeting and CRM systems and the ability to learn new platforms quickly; Adobe and SAS experience a plus.
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Familiarity with email deliverability concepts such as sender reputation, inbox placement and list hygiene.
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Curiosity and fluency with AI and automation tools, and the ability to apply them to real workflow problems.
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Ability to prioritize and manage several projects simultaneously, along with requirements from various stakeholders including senior management.
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Strong project management and process development capabilities.
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Proven ability to lead, motivate and develop a high-performing team.
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Strong cross-functional collaboration and stakeholder management skills.
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Self-starter with strong communication, organization and prioritization skills.
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Ability to escalate issues and push back as needed; willing to challenge the status quo when appropriate.