Sr. Manager, Customer Strategy

OVERVIEW

This role will be focused on turning our customer data into actionable customer insights for business stakeholders. As part of the Customer Strategy team, the Senior Manager is a master at telling stories through data - with an expertise in analyzing and identifying trends in customer data and then drilling down into category, channel, and selling data to explain the "why's." Customer data includes, but is not limited to website performance KPI's, store traffic, NPS/CSAT, customer behavior, basket analysis, and merchandise selling. This role will be a leading voice in presenting these customer narratives to leaders & stakeholders across Bloomingdale's stores, digital merchandising, marketing, and customer experience teams, ensuring we are understanding the customer context to make better business decisions.

PRIMARY RESPONSIBILITIES:

• Complex Problem Solving & Customer Insights: Break down complex and ambiguous strategic problems involving multiple sources of data (customer, sales, channel, etc.) to uncover actionable insights
• Customer & Business Metrics Analysis: Proactively monitor existing customer and business metrics, develop & propose new meaningful customer segment KPI's, and work across the organization to make actionable intelligence available to business stakeholders via dashboards and reporting.
• Strategic Storytelling and Communication: Build the narrative of the customer metrics by having deep expertise & intuition on how they are trending and surfacing the most salient strategic insights to drive them
• Analytic Tools & Reporting Innovation: Innovate and continuously advance the team's analytic capabilities and infrastructure through reinvention of reporting and monitoring, automation, standardization, and democratization of data
• Process Improvement & Enhancement: Identify short- and long-term process enhancements and improvements that will improve how we track & report on customer KPI's
• Cross-functional Customer & Data Coaching: Coaches merchant, digital, store, and marketing teams on customer KPI's and helps bring more customer data into each functions decision-making
• Collaboration: Collaborate effectively with other members of Consumer Strategy & Experience, Data Science, and Data Analytics teams

QUALIFICATIONS:

• Bachelor's Degree required, MBA/Masters in Marketing or Market Research related field a plus.
• 5-7 years of professional work experience, preferably with experience in Retail
• Exhibited ability to direct and synthesize complex analysis and data into easily understandable, compelling, and actionable insights.
• Expertise in querying, analyzing, and visualizing big datasets via a combination of writing SQL code and building dashboards using data visualization tools including Tableau and Power BI.
• Retail industry experience preferred.
• Strong project, process, and organizational skills; able to effectively juggle multiple projects/ assignments and deliver high quality results in timely fashion.
• Excellent presentation building and storytelling skills.
• Strong written and oral communicator with proven ability to think conceptually and pragmatically.
• Proactive work style and ability to work independently, comfortable working in and bringing structure to ambiguous environments.

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.