Description
About
Bloomingdale's makes fashion personal and fun, aspirational yet approachable. Our mission is to guide and inspire customers to make style a source of creative energy in their lives. We will always strive to make Bloomingdale's like no other store in the world. Across all brand touchpoints, from Bloomingdales.com to our stores and emerging customer experiences, every colleague plays a critical role in bringing our mission to life. Our inclusive culture promotes diversity of background, thought, and opinion. Regardless of position, we believe all colleagues have a voice and access to share their thoughts with every level of leadership.
Job Overview
Bloomingdale's is seeking a Director, Customer Insights & Advocacy to lead the end-to-end sitewide customer experience, ensuring a cohesive, engaging, and business-driving digital journey.
This leader will combine customer insights, digital performance, and business priorities to identify opportunities that improve product discovery, engagement, conversion, and the overall customer experience. The ideal candidate is a customer-first, strategic thinker with deep e-commerce expertise, strong analytical capabilities, and the ability to influence and execute across teams.
Essential Functions
• Own the end-to-end sitewide customer experience, ensuring a cohesive and engaging digital journey.
• Lead execution of key campaigns, holiday moments, and sitewide promotions in partnership with cross-functional teams.
• Develop and oversee sitewide content strategy, balancing customer needs, brand priorities, and business objectives.
• Own sitewide analytics and reporting, translating customer behavior and performance data into actionable recommendations.
• Identify customer behavior patterns across browse , search , and product discovery and drive enhancements that improve engagement and conversion.
• Represent Bloomingdale's business and merchandising needs for Macy's digital product enhancements, particularly across PDPs, onsite discovery, and the broader customer journey.
• Partner across Digital, Marketing, Merchandising, Customer Growth, and other teams to ensure customer and business needs inform priorities and decisions.
• Serve as a key business partner to third-party vendors and strategic partners, including Hypotenuse and Deloitte.
• Stay current on e-commerce best practices and emerging digital trends to identify opportunities for innovation and continuous improvement.
• Lead and develop a high-performing team while fostering a customer-first, data-driven culture.
Qualifications
• Bachelor's degree required; advanced degree preferred.
• 8+ years of progressive experience in digital/e-commerce, customer experience, customer insights, digital merchandising, or related disciplines.
• 3+ years of people leadership experience.
• Deep digital and e-commerce expertise, with strong knowledge of the end-to-end online customer journey.
• Strong analytical skills with the ability to translate data and customer behavior into clear recommendations.
• Strong cross-functional influence, communication, and stakeholder management skills.
• Customer-first, strategic, action-oriented, and comfortable operating in ambiguity.
• Curious, innovative, and focused on continuous improvement.
• Strong familiarity with Macy's systems, tools, and digital merchandising ecosystem is a significant plus.
Scope of Accountability
This role serves as Bloomingdale's owner of the sitewide digital customer experience, connecting customer behavior, digital performance, merchandising priorities, and business objectives to identify and drive the highest-impact opportunities.
This role answers the question:
"How do we create a more seamless, engaging, and effective digital customer journey—and where should we focus to drive the greatest customer and business impact?"
This job description is not all inclusive; additionally, Macy’s, Inc. reserves the right to amend this job description at any time. Macy’s, Inc. – including Macy’s, Bloomingdale’s, and Bluemercury – is an equal opportunity employer, committed to a diverse and inclusive work environment.
