VP, Loyalty & Customer Lifetime Value

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 or equivalent work experience in a related field are encouraged to apply. 10+ years of experience in customer experience or loyalty, preferably within retail or consumer-facing industries.
• 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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