Director, Customer Insights and Advocacy

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 company's customer listening, customer perception, and customer advocacy strategy.

This leader is responsible for creating a holistic view of the customer by connecting brand perception, customer advocacy, satisfaction, service performance, and operational outcomes into a unified customer insights framework. The role ensures Bloomingdale's has a clear understanding of how customers perceive the brand, where customer experiences are succeeding or failing, and which opportunities will have the greatest impact on customer and business performance.

The ideal candidate combines deep customer understanding, strategic thinking, and strong cross-functional leadership. They can translate customer attitudes, behaviors, and feedback into a compelling customer narrative, actionable recommendations, and measurable improvement plans that influence priorities across the enterprise.

Essential Functions

- Define and lead Bloomingdale's customer insights and advocacy strategy , including brand health, customer advocacy, customer satisfaction, service performance, and customer listening programs.

- Own the Customer Insights Framework and associated KPI architecture, establishing clear measurement of customer preference, connection, advocacy, satisfaction, and performance.

- Create an integrated view of customer perception by connecting customer research, survey results, operational performance metrics, and Voice of Customer signals into a cohesive customer narrative.

- Identify and prioritize the customer issues, opportunities, and emerging trends most likely to impact customer growth, loyalty, and brand performance.

- Translate customer insights into actionable recommendations and improvement plans that influence business priorities, roadmaps, and investment decisions.

- Partner across Marketing, Digital, Stores, Merchandising, Operations, Customer Service, Supply Chain, Loyalty, and Customer Growth Strategy to ensure customer perspectives are reflected in decision-making.

- Lead the organization's customer advocacy agenda, ensuring customer feedback and performance metrics drive meaningful improvements in customer outcomes.

- Oversee customer impact reviews for significant customer-facing policies, experiences, and feature launches to proactively identify potential customer risks.

- Serve as Bloomingdale's senior partner for Macy's Inc. customer research, brand health, NPS, Voice of Customer, and customer measurement programs.

- Lead and develop a high-performing team of customer insights and advocacy leaders while fostering a culture of curiosity, accountability, and customer-centric thinking.

Qualifications

Education & Experience

- Bachelor's degree required; advanced degree in Market Research, Consumer Behavior, Business, Marketing, Psychology, Sociology, Analytics, or a related field preferred.

- 8+ years of progressive experience in customer insights, customer research, customer advocacy, Voice of Customer, brand strategy, or related disciplines.

- 3+ years of people leadership experience, including experience leading managers and developing high-performing teams.

- Retail, consumer, ecommerce, luxury, or customer-focused industry experience preferred.

Leadership & Technical Skills

- Deep empathy for our customer and obsession over our brand; ability to foster a culture of customer advocacy, accountability, and continuous improvement.

- Exceptional communication and storytelling skills, with the ability to translate complex customer information into executive-level recommendations.

- Strong stakeholder management skills with experience influencing senior leaders and cross-functional teams.

- Strong leadership and coaching capabilities with the ability to develop talent and foster a culture of customer advocacy, learning, and accountability.

- Strategic thinker with strong analytical and problem-solving skills who can connect customer sentiment, experience, and performance to long-term business growth.

Scope of Accountability

This role serves as Bloomingdale's owner of the customer perception agenda.

The Director is accountable for helping the organization understand:

- How customers perceive the brand.

- How customers evaluate their experiences.

- What factors drive changes in customer sentiment and satisfaction.

- Which opportunities will have the greatest impact on customer outcomes.

- What actions the business should take to improve customer perception and performance.

This role answers the question:

"What is the complete story of our customer experience [as evidenced through KPIs], from brand perception through service delivery, and what should we do to improve it?"

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.