Alex James Email & Phone Number

New York, Ny, Us

New York, New York, United States

Steward Macy’s enterprise transformation to a customer-centric operating model and culture with focus on democratized access to customer data, alignment of customer strategies to performance targets, and development of cross-functional pilots and programs to drive results.• Lead 17 strategy and analytics colleagues across four teams: Customer Strategy, Advanced Analytics, Customer Insights & Reporting, and Personalization Measurement• Drive customer planning to align topline financial targets with customer segment-level targets (incl. acquisition, retention, omni-channel, cross-shop behaviors) across 40M active customers• Align customer plans with associated customer strategies across teams: merchandising assortment, omni-channel customer experience (stores, website, app), and marketing (media, CRM, personalized communications & offers, loyalty program, promotional event strategy, brand positioning) • Manage Macy’s customer dashboarding roadmap to provide customer data at scale (500+ users per quarter)• Provide custom analytics for varied leaders (e.g., C-Suite, Board of Directors, Investor Relations) and priorities (e.g., new store formats, key brand launches, vendor data monetization)• Develop new personalization measurement capabilities for personalized customer journeys and offers, leveraging Adobe marketing technology stack (incl. AEP, AJO, Target, CJA)

New York, New York, United States

Promoted to support SVP of new Customer Journey function at Macy's, spanning Customer Strategy, Consumer Insights, Customer Analytics, Loyalty & Credit, CRM, Personalization, Registry, & Store Activation teams. Chief of Staff role, with specific focus on enterprise customer strategy & analytics.• Led development of foundational "Who Is Our Customer" analysis to ground the enterprise on key customer insights, highest priority opportunities, and cross-functional actions to drive customer health improvement• Launched “MIX” Pilot in 2022 to embed 50 corporate colleagues in rotating frontline store roles for 4 days, building empathy for customer and store colleague experience. Scaled to 200 colleagues in 2023, and set for broader enterprise roll-out in 2024

New York, Ny

Responsible for defining enterprise customer journey strategy and operating frameworks to improve customer acquisition, onboarding, migration, retention, and re-engagement. Developed business case for enterprise alignment on Personalization investments in people, process, and tools• Established and led two cross-functional Agile Personalization Pods to accelerate customer-facing A/B testing with priority audiences, yielding an incremental $100M+ in annual scaled impact across 60+ tests, 30+ colleagues trained in Agile, and 70% reduction in average testing timelines in owned and paid media• Developed business case for Macy’s Personalization technology investment in 2022+, informed by Pod results & learnings

New York, Ny

Promoted to lead new customer acquisition efforts (“Under 40” focus) across the Merchandising, Stores, and Marketing organizations. Stewarded Pilots for new store layouts, colleague training, & localized marketing, informing Macy’s small store format strategy for 2023+

Managed corporate strategy and transformation projects focused on customer analytics-informed merchandising, marketing, and operations strategies. Designed, developed, and implemented a Chief-level weekly customer experience scorecard (Stores, Call Center, Digital Product, Fulfillment) to drive trouble-shooting and course correction.

New York, Ny

Mined Macy’s 80M+ customer database for insights focused on customer segmentation, customer category migration, brand growth opportunity analysis, reporting optimization, vendor collaboration initiatives, etc. Insights shared with leaders across functions to drive strategy and interpret financial performance from a customer lens

New York, Ny

New York, Ny

Led day-to-day client relationship manager on brand strategy management consulting engagements for Fortune 500 clients across industries (consumer products, retail, financial services, auto racing) incl. Allstate, JPMorgan Chase & Co., NASCAR, & Amway. Managed internal consulting teams (consultants, data analysts, vendor partners) to deliver market research-based insights and actionable recommendations to improve corporate reputation

New York, Ny

New York, Ny

New York, Ny

Analyzed market composition and competitive landscape for client product development and market expansion initiatives. Interviewed leading experts in diverse fields focused on trend forecasting, product technologies, and category innovation

New York, Ny

Ba, Economics Major, Italian Minor

Us Scholar Program - Class Of 2021

Education record

Education record