Director, Retention Loyalty Marketing at Gap in San Francisco, CA

ABOUT THE ROLE

The Retention Loyalty Marketing team is responsible for driving and integrating strategies for our existing loyalty members within each of our Gap Inc brands. They partner with central, brand and external business partners to develop and execute retention loyalty initiatives and evergreen/seasonal offers and experiences that must be fully integrated into each brand’s commercial, financial and marketing plans. The team sits with the brand to provide a seamless connection to brand stakeholders. The ideal candidate for this team must have strong communication and influencing skills, as well as the ability to drive strategic initiatives across multiple cross-functional teams.

WHAT YOU'LL DO

• Co-own loyalty performance with the brand to ensure both L&P and BRAND customer KPIs and P&L targets are achieved
• Collaborate closely with brand and cross-functional business partners to develop and implement an integrated annual retention loyalty strategy which is supported by a detailed commercial and marketing plan. Commercial plan activities will be comprised of stated value prop benefits, seasonal offers/events/experiences and targeted customer segmentation efforts. Marketing Plan will vary by campaign and will include a mix of site/app, email, digital, in-store, and direct mail
• Leverage customer data and insights along with campaign results to develop customer and marketing strategies that will allow us to unlock greater financial returns along with customer engagement and LTV
• Oversee program and campaign financials, which includes developing and hind sighting campaign proforma and creating and distributing recurring and ad hoc portfolio and campaign performance reports
• Define annual loyalty customer and marketing expense targets and manage monthly forecast updates which take trend and future into consideration
• Lead and inspire a high performing team to be customer-focused, innovative, fast-moving and results-oriented
• Champion change and challenge the status quo to ensure the business is evolving with the needs of our customers and brands

WHO YOU ARE

• 8+ years of CRM or loyalty experience, preferably in retail; is customer-centric with a successful track record of developing and implementing customer and marketing strategies
• Proven ability to lead, manage and gain alignment across a complex, matrixed organization
• Has a positive attitude and thrives in a fast-paced and dynamic environment; brings structure to ambiguous situations
• Results-oriented with the ability to bring cross-functional partners together and quickly shift plans as necessary to achieve goals
• Strong communication skills are written, oral and formal presentation; ability to actively participate and influence executive-level discussions and decision making
• Strong analytical, financial, and problem-solving skills. Highly comfortable with leveraging data to drive decisions and tell a story
• Great people manager and/or has strong potential to be one through proven cross-functional leadership