CRM Program Manager

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 CRM Program Manager manages operational oversight across vendor management, contract administration, project management, and issue tracking. This role ensures seamless execution of CRM initiatives by managing budgets, resources, and vendor partnerships while maintaining a structured approach to issue resolution and root cause analysis. The ideal candidate is highly organized, detail-oriented, and able to drive accountability across internal teams and external partners.

Essential Functions

Vendor & Contract Management

• Manage vendor contracts, ensuring compliance with terms, service-level agreements (SLAs), and budget constraints.
• Oversee vendor resource allocation, tracking hours and project deliverables.
• Ensure proper procurement and invoicing processes are followed; point of contact with Finance for all Purchase Orders, Statement of Work, and budget jobs.
• Serve as the primary point of contact for vendor issue resolution, escalating as needed.
• Provide regular reporting on vendor performance, budget utilization, and project health.

Project & Program Management

• Support CRM projects by tracking milestones, risks, and dependencies.
• Maintain project plans, dashboards, and progress reports for leadership.
• Coordinate cross-functional efforts to ensure CRM initiatives stay on schedule and within budget.

Issue Management & Root Cause Analysis (RCA)

• Develop and maintain an issue log and tracking system, ensuring visibility into ongoing vendor-related and system-related problems.
• Conduct root cause analysis (RCA) and document findings to drive long-term issue resolution.
• Provide regular status updates to leadership, outlining issue trends, resolution progress, and vendor accountability.

Other

• Additional responsibilities as assigned.

Qualifications and Competencies

• BA/BS college degree is required. Concentration in Marketing a plus.
• 5 years experience in CRM, Marketing, Analytics, Procurement, or Digital preferred. Able to work a flexible schedule based on department and company needs.
• Must have demonstrable computer skills and aptitude for technology, including proficiency with Microsoft Office software (World, Excel, Powerpoint, etc.) and database applications. Proven analytical abilities are a must.
• Ability to prioritize and manage several projects simultaneously along with requirements from various stakeholders including senior management.
• Experience managing vendors and tracking SLA compliance.
• Proficiency in project management tools (JIRA, Asana, Smartsheet, etc.).
• Ability to manage multiple priorities and drive accountability across teams.
• Strong analytical skills for RCA and issue tracking.
• Ability to escalate issues and pushback as needed.
• Ability to work efficiently and meet deadlines in a cross-functional, team-based environment.
• Ability to identify, resolve, and escalate issues, challenging the status quo when appropriate
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities .
• Ability 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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