Manager, Loyalty Analyst and Customer Relationship Management

About: Bloomingdale’s makes fashion personal and fun, aspirational yet approachable. Our mission is to guide and inspire our customers to make style a source of creative energy in their lives. We will always strive to make Bloomingdale’s like no other store in the world. Everyone plays a critical role to bring our mission to life. Regardless of position, we believe all colleagues have a voice and access to share their thoughts with every level of leadership. Our colleagues are passionate, driven, entrepreneurial and collaborative. We welcome and embrace diversity of background, thought and opinion while having a lot of fun along the way.

Job Overview: The Manager of Loyalty Analytics & CRM is responsible for growing the impact of Loyallist, the Bloomingdale’s loyalty program, inclusive of our proprietary credit card, through thoughtful analysis and research, leading to recommendations on strategy and implementation. The Manager will create and synthesize numerous reports and analyses regarding loyalty and credit performance and customer value. These analyses will be used to identify areas of strength and opportunity and to guide the Manager in making recommendations for achieving the program goals of acquisition, increased spend, and improved customer retention.

Essential Functions

• Oversee all Loyallist reporting; gain competency to address all questions related to analysis. Includes reports produced by Loyalty Marketing, Bloomingdale’s Data Analytics, and Macy’s Credit & Customer Services (MCCS). Identify and manage data issues and reporting discrepancies across various reporting sources.
• Manage Loyalty offer strategy including targeted offers, acquisition offers, and New Account Discount. Identify opportunities to optimize offers and drive acquisition and incremental business. Oversee and delegate programming of offers.
• Act as Loyalty team liaison with Data Analytics team. Partner to develop and leverage data models to determine relevant offers and customer segments to target. Identify and keep track of data integrity issues to support timely resolution.
• Complete seasonal planning process for Loyalty sales, Credit sales, and Acquisition metrics. Partner with MCCS to incorporate the Bloomingdale’s outlook and promotional calendar into their plans.
• Project key metric performance for upcoming season, initiatives, offers, and program changes and compare to results.
• Oversee preparation of all analysis and documents on Loyallist key performance indicators for regular leadership reviews.
• Conduct large-scale ad-hoc analyses regarding Loyallist for the Loyalty team and business partners across the organization.
• Maintain a deep understanding of the key business drivers related to Loyallist, and the program’s role in driving sales.
• Onboard, train, and manage the Loyalty Analyst to grow their professional development and support the department’s goals.
  
  

Qualifications And Competencies

We encourage candidates with either a bachelor’s degree or equivalent work experience in a related field to apply

3-5 years related experience

• Practices open and continuous communication, values keeping others informed, effectively presenting information in a clear, concise manner
• Ability to think creatively, strategically and technically
• Comfort developing solutions and recommendations against ambiguous problems
• Excellent leadership, facilitation, and interpersonal skills, with the ability to work across functional lines and at many levels
• Exceptional Excel skills (proficiency in pivot tables, look-up functions, and “if” statements). Strong Proficiency with PowerPoint. Experience with BI tools, including but not limited to Tableau. Experience with customer database systems a plus
• Strong working knowledge of Microsoft Office with emphasis on Excel and Power Point skills
  
  

Physical Requirements

• Requires prolonged periods of sitting, with occasional standing
• Occasionally requires walking, bending, reaching, hearing and talking
• Continuous use of computers and other office equipment
• Frequently lift/move up to 25 lbs.
  
  

This job description is not all inclusive; additionally, Macy’s, Inc. reserves the right to amend this job description at any time. Macy’s, Inc. – including Macy’s, Bloomingdale’s, and Blue Mercury – is an equal opportunity employer, committed to a diverse and inclusive work environment.

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. Additional benefit details are available at bloomingdalesJOBS.com.