Principal, Loyalty Strategy Jobs

Principal, Loyalty Strategy

New York, NY, United States

Full time Schedule

$146,400-$244,080Annually*

* based on job, location, and schedule

About:

Macy's is proudly America's Department Store. For more than 160 years, Macy's has served generations at every stage of their lives. Customers come to us for fashion, value and celebration. Now is an exciting time to join Macy's, Inc.

The Macy’s Customer Journey organization’s mission is to drive customer obsession across our teams and programs in order to deliver outstanding customer experience that leads to engagement, loyalty, growth, and profitability. The Customer Journey team specifically works to elevate and amplify the voice of customer, set enterprise customer strategy, and deliver through powerful customer-led programs such Personalization, Loyalty, Credit, and Registry.

Do you want to collaborate with a smart and talented team in a fun work environment? This is a unique opportunity to join an established retailer that is investing in growth at scale. Gain first-hand experience defining the future of online and physical commerce and customer experience. With a constant influx of exciting and challenging problems to solve - you'll never have a boring day at the office. We also offer many roles with the freedom to build and lead a team. Join Macy's Customer Journey team to grow your career and help shape the future of an iconic brand.

Job Overview

Drive Macy’s growth by leading strategy for Macy’s beloved loyalty program, Star Rewards.

This critical leadership role will lead teams to ideate, define, and drive execution of key future-looking strategic initiatives and pilots for the Star Rewards program, explore pay-to-play offerings, and build out expansion strategies with partnerships and other brands. This role will serve as a thought leader on customer and member strategy, annual sales and member plans, key reporting and analytics on program health and KPIs, helping to bring structure and analytical rigor to customer-related decision-making and long-term planning. This role is a people leader role and will also work with many cross-functional teams across loyalty and brand marketing, offers and partnerships, finance, analytics, consumer insights, and other key cross-functional teams at Macy’s.

Essential Functions Program Strategy

• Lead reviews with senior leaders on key strategies, results reporting, and other topics.
• Drive organizational advocacy and alignment to ensure that loyalty is understood and embraced throughout Macy's by creating a loyalty center of excellence.
• Develop and manage the loyalty strategy and innovation roadmap for program evolution including new benefits, tier strategies, program extensions. Lead ideation, roadmap creation, business requirements development and implementation / launch across cross-functional workstreams on new opportunities for Star Rewards/Loyalty including new ways to activate the program to drive customer value and business value.
• Initiate and drive action from consumer research to understand customer perception of current program (all aspects) and potential changes/new benefits.
• Support the organization’s evolution to a customer-centric organization, driving key behaviors, next best action, and overall customer lifetime value.
• Provide input to Corporate Communications as required for media relations support.
• Establish, launch, and report on key metrics to ensure program health and alignment to goals.
• Partner with senior executives across functions to develop enterprise-focused customer acquisition and engagement strategies grounded in customer, consumer, and market data.
• Lead enterprise transformation processes for loyalty and work with Product, Project Management, Technology, and Operations Teams to ensure customer experience enhancements are built that drive loyalty metrics.

Delivering Business Performance and Reporting

• Work with analytic teams such as Customer Analytics, Marketing Effectiveness, and Credit Finance to understand results, trends, and potential actions that should be taken.
• Drive key roadmaps, timelines, and activities of all loyalty projects, and recommendations for future programs, including maintaining a pipeline of strategic and marketing initiatives.
• Prepare and schedule regular team briefings on latest direct marketing trends, competitive activities, consumer and cultural trends that may affect future work.
• Deliver weekly reporting, monthly, quarterly, and annual reporting with recommended actions to drive performance of the business in real time.
• Work with various Finance functions and the Stores organization to set annual program goals for acquisition and active engagement.

Competencies

• We encourage candidates with either a bachelor’s degree or equivalent work experience in a related field to apply.
• Able to juggle multiple projects - can identify primary and secondary objectives, prioritize time and communicate timeline to team members.
• Excellent communicator – strong verbal, deck storytelling, written skills. Persuasive, experienced presenter both written and orally.
• Strong people/team leader – ability to inspire, coach, connect with high performance team.
• Strong strategic and analytical abilities. Ability to think critically. Adept with translating data and numbers to actionable insights and recommendations.
• Desire to learn – demonstrates natural curiosity and takes the initiative to stay informed about industry, company, consumers, culture, competition.
• Highly proactive – consistently demonstrates initiative in managing team and multiple projects, finding solutions, contributing ideas, identifying and solving risks and issues.
• Strong analytics ability including business case and financial modeling.
• Creates a culture of service by setting the tone, establishing metrics to measure performance, and holding teams accountable for consistently exceeding customer and/or internal partner expectations.
• Previous strategy, management consulting, digital marketing and/or agency experience preferred.
• Must have strong proficiency in Word, Excel, PowerPoint.
• Customer obsessed with a track record of leading customer-focused strategic initiatives.
• Strong storytelling and structuring ability in PowerPoint.
• Loyalty and credit card strategy experience a plus, especially in digital marketing contexts.
• A strong background in Microsoft Office applications, including Word, Excel and PowerPoint is a necessity.
• Communicates desired outcomes in a way that inspires others and motivates them to achieve superior results and provide exceptional service.
• Consistently demonstrates the importance of behaving in accordance with Macy's values every day, and recognizes individuals and/or teams for exemplary instances of living these values.
• Experienced people leader.
• Ability to gain consensus, work across cross-functional teams, manage conflict and resolve issues when they occur.

Physical Requirements

• Position requires prolonged periods of standing/walking around facility or department.
• Frequently lift/move up to 25lbs.
• Frequent use of computers and other technology necessary to perform job duties, including handheld electronic equipment.
• May involve reaching, crouching, kneeling, stooping and color vision.

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