Customer Insights and Advocacy Director
Posted 5 Oct 2026
Advertised as “Director, Customer Insights and Advocacy”
BranchFactor Summary
The original posting with the fluff stripped out
- Expected experience
- 8+ yrs
- Management level
- People management
No salary listed for this role.
Study levelBachelor's
Field of studyAnalytics, Business, Consumer Behavior, Marketing, Market Research, Psychology, Sociology (or related)
Study levelMaster's or higher
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.