Senior, Customer Planning & Strategy

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

The Senior, Customer Planning & Strategy focuses on turning customer data into strategic financial plans that influence business stakeholders. As part of the Consumer Insights team, the Senior synthesizes customer data and segmentations into seasonal forecasts and long-range plans that guide decision-making and drive cross-functional alignment. This role serves as a leading voice in presenting customer plans and narratives to leaders across Macy's enterprise, including stores, digital merchandising, marketing, and others, to ensure a shared understanding of customer behavior that drives smarter, customer-informed business decisions.

What You Will Do

• Lead the development and execution of customer planning initiatives aligned with company growth objectives by analyzing customer data to identify trends, behaviors, opportunities, and challenges. Translate insights into actionable strategies that guide customer engagement, retention, and acquisition efforts.
• Track and report on the performance of customer plans, synthesizing insights from data to improve decision-making across business units. Partner with cross-functional teams, including marketing, merchandising, and operations, to adjust tactics as needed to meet business goals.
• Develop and implement tools and frameworks that streamline the customer planning process, enhance data accessibility, and promote data-driven decision-making.
• Own the development and communication of customer plan roadmaps, driving continuous improvement in planning processes to support long-term customer strategy, scalability, and operational efficiency.
• Deliver executive-ready presentations that clearly articulate customer behaviors, trends, and strategic recommendations to inform leadership decision-making.
• Collaborate with Consumer Insights, Enterprise Data & Analytics, Marketing, and Customer Journey teams to ensure a unified voice of the customer.
• Coach the CI team on customer plans and incorporate customer plan context into primary, CX, and market insights analysis.
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.
• In addition to the essential duties mentioned above, other duties may be assigned.

Skills You Will Need

Data Analysis and Visualization: Expertise in querying, analyzing, and visualizing large datasets using tools such as SQL, Tableau, and Power BI. Experience with statistical software like R and Python is also valuable.

Strategic Thinking: Ability to transform complex, often fragmented customer data into actionable insights and strategic recommendations that guide customer engagement, retention, and acquisition efforts.

Customer Insights: Proficiency in synthesizing customer data and segmentation into seasonal forecasts and long-range plans that drive business decisions and cross-functional alignment.

Presentation and Storytelling: Exceptional presentation-building skills with the ability to communicate customer behaviors, trends, and strategic insights to executives in a compelling and clear manner.

Cross-Functional Collaboration: Ability to work effectively with teams across marketing, merchandising, operations, and other departments to adjust strategies and achieve business goals.

Project and Process Management: Strong project management and organizational skills, with the ability to juggle multiple projects, prioritize tasks, and deliver high-quality results on time.

Communication: Excellent written and verbal communication skills, with the ability to think conceptually and pragmatically, and convey complex information in a clear and actionable way.

Proactivity and Independence: A proactive and curious mindset, with the ability to work independently, bring structure to ambiguous environments, and drive continuous improvement.

Who You Are

• Candidates with a bachelor's degree or equivalent work experience in a related field are encouraged to apply. MBA or Masters preferred.
• 8+ years of experience, with at least 5 years in merchandise planning, business planning, consumer insights, or data analytics.
• Regularly required to sit, talk, hear; use hands/fingers to touch, handle, and feel. Occasionally required to move about the workplace and reach with hands and arms. Requires close vision.
• Able to work a flexible schedule based on department and company needs.

What We Can Offer You

Join a team where work is as rewarding as it is fun! We offer a dynamic, inclusive environment with competitive pay and benefits. Enjoy comprehensive health and wellness coverage and a 401(k) match to invest in your future. Prioritize your well-being with paid time off and eight paid holidays. Grow your career with continuous learning and leadership development. Plus, build community by joining one of our Colleague Resource Groups and make a difference through our volunteer opportunities.

Some additional benefits we offer include:

• Merchandise discounts
• Performance-based incentives
• Annual merit review
• Employee Assistance Program with mental health counseling and legal/financial advice
• Tuition reimbursement

Access the full menu of benefits offerings here.

About Us

This is a great time to join Macy's! Whether you're helping a customer find the perfect gift, streamlining operations in one of our distribution centers, enhancing our online shopping experience, buying in-style and on-trend merchandise to outfit our customers, or designing a balloon for the Thanksgiving Day Parade, we offer unique opportunities to be part of some of the most memorable moments in people's lives.

Join us and help write the next chapter in our story - apply today!

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.

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