Job DescriptionAbout the RoleThe Analyst, Marketing Operations - Loyalty is responsible for the operational health, accuracy, and continuous improvement of Williams-Sonoma, Inc.'s loyalty program. Partnering across Loyalty Marketing, Customer Care, Technology, Finance, and external partners, this role ensures the program runs reliably day-to-day, surfaces and resolves issues before they impact customers or the business, and builds the reporting, controls, and documentation that scale the program as it grows.
Responsibilities- Reporting. Build and maintain reporting, dashboards, and exception tracking that give Marketing, Finance, Audit, and Loss Prevention clear visibility into program health and business impact.
- Audit & Controls. Lead recurring audit activities across the loyalty portfolio (including co-brand credit and tiered program structures) to identify potential issues before they impact customer experience.
- Operational Execution. Own end-to-end issue management - intake, triage, impact sizing, root-cause analysis, resolution, and post-fix validation - including defining customer audiences for remediation.
- Process & System Improvement. Identify and implement opportunities to automate manual work, strengthen data quality, and improve data integrity. Modify program processes and configurations through established IT release processes.
- Platform Change Management. Support UAT, regression testing, production validation, and business-rule validation for platform enhancements, defect fixes, and enterprise project work touching loyalty.
- Documentation. Maintain authoritative documentation of loyalty program logic, system integrations, and operational processes, keeping it current as the platform evolves.
- Cross-Functional & Vendor Partnership. Serve as a connective point across internal teams and external loyalty/credit vendors to drive alignment, data quality, and operational excellence.
Criteria- Bachelor's degree in a quantitative, analytical, or business discipline (e.g., Business, Statistics, MIS, Computer Science, Marketing Analytics) or equivalent work experience.
- 1+ years in an operations, analytics, or program management role, ideally supporting a customer-facing program, platform, or product.
- Demonstrated ability to investigate complex operational issues - sizing impact, identifying root cause, and driving resolution across technical and business stakeholders.
- Track record of using data and visualization to influence decisions and communicate clearly to both technical and executive audiences.
- Strong written and verbal communication; able to translate technical detail into business implications.
- Proven ability to manage multiple priorities in a deadline-driven environment.
- SQL - able to write queries independently to investigate issues, validate data, and build reporting (joins, aggregations, window functions).
- Business Intelligence tools - proficiency in at least one (Tableau, Power BI, Domo, or equivalent).
- Microsoft Excel - advanced (pivot tables, lookups, large dataset manipulation).
- Experience with loyalty programs, co-brand credit, or other customer-facing financial products preferred.
- Experience in a regulated industry (financial services, payments, healthcare) with familiarity in audit, controls, or compliance workflows preferred.
- Experience supporting platform change management - UAT, regression testing, release processes preferred.
- Salesforce CRM Analytics knowledge and familiarity with Salesforce platform concepts (objects, flows, integration patterns) preferred.
- This role requires being onsite in the San Francisco, CA office Monday through Thursday.
Benefits
- A generous discount on all WSI brands
- A 401(k) plan and other investment opportunities
- Paid vacations, holidays, and time off to volunteer
- Health benefits, dental and vision insurance, including same-sex domestic partner benefits
- Tax-free commuter benefits
- A wellness program that supports your physical, financial and emotional health
Continued Learning
- In-person and online learning opportunities through WSI University
- Cross-brand and cross-function career opportunities
- Resources for self-development
- Advisor (Mentor) program
- Career development workshops, learning programs, and speaker series
This role is not eligible for relocation assistance.
The expected starting pay range for this position is $80,000 - $95,000. Applicable pay ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. In addition to competitive pay, compensation may include a variety of other components like benefits, paid time off, merit, and bonus opportunities.
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