Vice President, Customer Process & Systems

Job Overview:

Macy's is aggressively pursuing the development of omnichannel customer experiences by leveraging customer data across all channels. The Vice President of Customer Process & Systems will interface directly with business stakeholders of all levels within Macy's and will be instrumental in bringing to life new features and functionality that drive increasing customer loyalty and insights.

This role is responsible for ensuring that Macy's customer data and related systems are optimally configured to enable our business colleagues to put customers at the center of all decisions, supporting customer-data informed strategies and tactics in Merchandising, Marketing, Call Center, Credit, Loyalty, eCommerce, etc. Serves as a liaison between the business users and the Macy's Systems and Technology team (MST), leading efforts to document clear business requirements from the user community and then translate those requirements to the MST team as well as relevant 3rd party technology partners. Ensure that the business requirements are aligned with Macy's strategic objectives and will provide recommendations for project prioritization to Marketing Leadership.

Essential Functions:

Partner with internal groups to understand their customer technology needs and advocate for projects on their behalf
Meets with stakeholders to collect, evaluate, prioritize and implement data and system enhancements to align with customer-specific business goals, process improvements, and deadlines
Partner with MST to deliver the needs of various organizations such as Marketing, Credit, Call Center in the areas of enterprise-wide targeted marketing, customer intelligence, analytics and reporting so that users obtain a unified Omnichannel view of each customer/customer segment
Ability to manage and collaborate with key technology partners
Reports to Marketing but accountable to all functions that rely on customer data and related systems to execute their job function; ensures appropriate customer systems functionality, availability and data accuracy
Partners with Macy's, Inc. Enterprise Information Management / Privacy, Legal and Data Security teams, when/if necessary
Negotiates alternatives, facilitates acceptance and sets expectations with all stakeholders
Develop a standard set of tools and best practices for analysis of Macy's customers
Responsible for enhancing our customer ecosystem roadmap and ensures all modifications to the environment are aligned with the long-term objectives of the company
Owns responsibility for delivering projects that enhance Macy's understanding of its customers
Serves as a subject matter expert providing business process consultation and best practice support for effective use of Customer Analytics, Campaign Strategy and Execution, and Decision Support Applications
Manages relationships with vendor partners and internal colleagues to ensure that Macy's customer data are effectively and appropriately used to support our customer centric strategy
Identifies addresses and/or escalates risks and issues that affect the cost, quality, or timely delivery of existing business activities or anticipated systems functionality
Drives the development and leads implementation of a long-term customer data quality strategy
Responsible for developing, communicating and implementing the vision, roadmap and annual product plans
Oversee the detailing product requirements, delivery approaches, training needs and priorities across all areas

Qualifications:

Education/Experience:

BA required; MBA preferred
10+ years retail and/or consulting experience, including multiple process and systems implementations
5+ years experience of complete ownership of product/project delivery including development, communication and implementation of the vision, roadmap and annual product plans, as well as detailed business requirements, delivery approaches, training needs and priorities across all areas
5+ years experience in customer data management and governance across large and complex customer information systems; or comparable experience
3+ years expertise in retail's use of customer data to inform targeted marketing and merchandising across channels; or comparable experience
Experience managing a team of 5+
Experience with the following technologies, a plus: e.g. Aggregate Knowledge, SAS, Terradata, Epsilon, Hadoop, Business Objects, Tableau, 1-to-1 Customer Offer Engines with Real-Time decisioning, Loyalty Program and/or Clienteling Platforms

Other Skills:

Excellent organizational, technical, financial, interpersonal and communication skills, with a focus on precision, clarity and conciseness
An affinity for, and experience with understanding and accounting for complex, integrated technologies
Ability to think creatively and act strategically while maintaining a focus on detailed tactical issues
Strong consensus builder, collaborator and negotiator
Ability to thrive in an ambiguous environment
Regular, dependable attendance and punctuality


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.