Macy's · 6 days ago
VP, Loyalty & Customer Lifetime Value
New York, NY
Full-time
Onsite
Director/Executive
$219K/yr - $466K/yr
10+ years expMacy's is a storied company that has captivated America for over 160 years. The VP, Loyalty & Customer Lifetime Value is responsible for leading the Loyalty & Customer Lifetime Value team, focusing on enhancing customer engagement and driving sustainable growth through strategic loyalty and promotional initiatives.
Consumer GoodsFashionRetail
Responsibilities
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
Qualification
Required
Bachelor's degree or equivalent work experience in a related field
10+ years of experience in customer experience or loyalty, preferably within retail or consumer-facing industries
Proven ability to build and execute complex loyalty and customer value strategies that balance customer needs with financial outcomes to drive profitable, sustainable growth
Deep passion for delivering exceptional customer experiences by strengthening engagement and long-term relationships through personalized, omnichannel loyalty and retention programs
Strong analytical acumen with comfort leveraging data, insights, and ROI analysis to inform strategies and identify growth opportunities
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
Demonstrated success in leading and growing high-performing teams, setting strategic direction, managing performance, and fostering a culture of innovation, accountability, and continuous learning
Excellent communication skills to articulate vision, influence senior leaders, and drive alignment among diverse stakeholders
Ability to reimagine and modernize enterprise event architecture and promotional calendars for cohesive, compelling customer engagement across all channels
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
Benefits
Comprehensive health and wellness coverage
401(k) match
Paid time off
Eight paid holidays
Merchandise discounts
Performance-based incentives
Annual merit review
Employee Assistance Program with mental health counseling and legal/financial advice
Tuition reimbursement
Company
Macy's
Macy's is America’s store for life. The largest retail brand of Macy's, Inc.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Bobby Amirshahi
Senior Vice President, Corporate Communications + Public Affairs
Michael Krans
VP of media network
Recent News
2026-01-17
2026-01-17
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