Retail Business Review: Specials Magazine

Tilia Wong is VP of Digital Strategy and Analytics for Macy’s Digital, leading digital operations and analytics to drive data-informed growth and enhance the customer experience. Before joining Macy’s, she spent several years at Amazon, where she gained valuable P&L experience running multiple retail functions spanning operations, merchandising and technology, while championing data-driven growth. Her career began in construction after earning a civil engineering degree, where she developed strong leadership skills. She later moved into consulting at McKinsey & Co focusing on analytics for the semiconductor industry in areas such as R&D, manufacturing and product strategy. Across her journey, she has championed the use of data to drive efficiency, innovation, and strategic decision-making in complex environments. This feature explores Wong’s approach to building analytic and operational systems that deliver measurable impact and shares practical insights on how strategic thinking and cross-functional collaboration drive lasting business success. Building Systems of Insight across Industries In my current role, I ensure that Macy’s Digital teams have the analytic and operational frameworks necessary to optimize performance and customer experience, focusing on the core drivers of digital success: traffic, conversion and average order value. Transitioning across industries, from construction to consulting to e-commerce, I have leveraged my experience to establish clear baselines for operational efficiency and data-driven strategy. In every role, my priority has been strengthening analytics capabilities to ensure all decisions are driven by actionable insights and measurable outcomes.

In multifamily and workplace environments, vending is judged less by installation and more by uptime, product relevance, and response speed. Smart Vending of Virginia was built as a locally owned operation to meet that expectation through modern, cashless vending supported by hands-on service and direct accountability. Serving communities from Williamsburg to Virginia Beach across the Hampton Roads region, the company operates as a responsive alternative to national providers, with owners personally involved in day-to-day client relationships. Unlike fixed-route vending models that rely on scheduled visits, Smart Vending of Virginia, founded by Michael Carpenter and his son Matthew, uses real-time inventory visibility to determine when machines are serviced, updated and restocked. If an issue arises, clients reach the owners directly instead of being routed through distant teams, ensuring service decisions reflect on-site realities. “We are part of the community. We do face-to-face check-ins ourselves, faithfully service the machines, and make sure clients receive the vending they expect,” Carpenter explains. This demand-led operating system maintains consistent product availability while reducing unnecessary site visits. Machines are monitored remotely, so when restocking occurs, the team already knows what needs adjustment. Downtime is minimized, guesswork is eliminated, and actions are driven by usage data rather than fixed schedules..