Job Specifications
VP, Loyalty & Customer Lifetime Value
New York, NY, United States
Full time Schedule
$219,240 - $465,840
Annually*
* based on job, location, and schedule
Job Description
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 VP, Loyalty & Customer Lifetime Value serves as a strategic, customer-obsessed leader responsible for defining and evolving how Macy’s delivers value to its customers. This executive leads the Loyalty & Customer Lifetime Value team and plays a pivotal role in shaping Macy’s future event architecture, promotional strategy, and loyalty and credit programs.
The VP focuses on deepening customer engagement, strengthening long-term relationships, and driving profitable, sustainable growth. In close partnership with the Chief Customer & Digital Officer, Chief Merchandising Officer, and Chief Marketing Officer, this leader helps shape the future of Macy’s value proposition.
By leveraging data-driven insights, omnichannel program innovation, and cross-functional collaboration, the VP drives Customer Lifetime Value. The ideal candidate is a strategic thinker and skilled operator with proven expertise in CRM, personalization, and customer retention within the retail or e-commerce sectors.
What You Will Do
Develop and evolve the long-term vision for Macy’s loyalty program to drive customer engagement, repeat purchases, and brand affinity. Lead enterprise-wide loyalty and credit programs, ensuring they are compelling, differentiated, and financially sound.
Manage budgeting, marketing operations, compliance, coupon/offer setup, and gift card operations.
Collaborate with Merchandising and Marketing stakeholders to define and drive a comprehensive Customer Value strategy that strengthens engagement and fuels growth.
Partner cross-functionally on event architecture to balance loyalty and promotional strategies, optimize customer impact, and maximize ROI.
Reimagine and modernize the enterprise event and promotional calendar for cohesive customer engagement across channels.
Lead initiatives across all customer lifecycle stages—acquisition, onboarding, retention, and reactivation—using advanced segmentation and personalization tactics.
Partner with analytics and data science teams to analyze program performance, customer behavior, and ROI, driving informed strategy and identifying growth opportunities.
Ensure the loyalty program delivers a seamless customer experience across all touchpoints—in-store, online, mobile, and app—integrating with marketing, merchandising, and operations.
Build, inspire, and lead a high-performing loyalty and CRM team, fostering a culture of innovation, accountability, and continuous learning.
Work closely with Digital, IT, Merchandising, Finance, and Stores teams to embed loyalty across the business and enhance the overall customer value proposition.
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
Strategic Leadership – Proven ability to build and execute complex loyalty and customer value strategies that balance customer needs with financial outcomes to drive profitable, sustainable growth.
Customer-Centric Mindset – Deep passion for delivering exceptional customer experiences by strengthening engagement and long-term relationships through personalized, omnichannel loyalty and retention programs.
Data-Driven Decision Making – Strong analytical acumen with comfort leveraging data, insights, and ROI analysis to inform strategies and identify growth opportunities.
Cross-Functional Collaboration – Exceptional skills in partnering with Digital, IT, Merchandising, Marketing, Finance, and Stores teams to embed loyalty across the business and align on promotional and event strategies.
Team Leadership & Development – Demonstrated success in leading and growing high-performing teams, setting strategic direction, managing performance, and fostering a culture of innovation, accountability, and continuous learning.
Communication & Influence – Excellent communication skills to articulate vision, influence senior leaders, and drive alignment among diverse stakeholders.
Innovative Mindset – Ability to reimagine and modernize enterprise event architecture and promotional calendars for cohesive, compelling customer engagement across all channels.
Who You Are
Candidates with a bachelor’s degree
About the Company
Macy's is America's store for life. The largest retail brand of Macy's, Inc. (NYSE:M) delivers quality fashion at affordable prices to customers at approximately 640 locations in 43 states, the District of Columbia, Puerto Rico, and Guam, as well as to customers in more than 100 international destinations through leading e-commerce site macys.com. Macy's inspires fashion exploration and discovery through the most desired family of exclusive brands for her, for him, for the home, and via our dynamic mobile and social platform...
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