Job Description

About the Role

The Loyalty Lead Product Manager is the product owner for Williams-Sonoma, Inc.'s customer loyalty domain. This role owns the strategy, roadmap, requirements, delivery, and operational health of experiences spanning loyalty enrollment and account creation, loyalty-aware order placement, earning and redemption, and the generation and delivery of rewards and certificates. The role serves as the primary product authority for loyalty capabilities across digital and store journeys and translates customer, business, and partner needs into clear technology priorities.

Responsibilities

End-to-End Loyalty Experience

• Own the product experience for loyalty account creation, member identification, order placement, earning, reward and certificate delivery, redemption, returns, and servicing.

• Provide product consultation, requirements guidance, and sign-off for loyalty-related capabilities across PIP, Cart, Checkout, account/rewards experiences, and store journeys.

• Ensure customer-facing messaging, business rules, eligibility, identity and account-linking requirements, and exception paths are clearly defined and consistently implemented.

• Partner with UX and research teams to simplify complex loyalty concepts and create intuitive, accessible customer experiences.

Delivery and Integration Leadership

• Lead product discovery and delivery from problem definition through requirements, design, build, testing, launch, and post-launch optimization.

• Define and approve product requirements, epics, user stories, acceptance criteria, business rules, and release-readiness expectations.

• Manage dependencies across eCommerce, stores, order management, customer identity/profile, payments, finance and reporting, marketing technology, and loyalty platforms.

• Partner with Engineering, UX, PMO, Site Management, Quality Engineering, and operational teams to deliver reliable, scalable solutions.

• Provide direction and approval for loyalty integration and implementation decisions involving external loyalty, credit-card, and platform partners, as applicable.

Production and Operational Leadership

• Lead product assessment and decision-making for loyalty production issues, balancing customer impact, revenue risk, program commitments, operational effort, and long-term product health.

• Coordinate Production Support, Engineering, Loyalty Operations, Store Operations, Customer Care, Finance, and business teams through triage, resolution, communication, and follow-up.

• Establish operational readiness for launches, including monitoring, support processes, escalation paths, business validation, and stakeholder communications.

• Identify recurring issues and convert root causes into durable product, process, or platform improvements.

Stakeholder Leadership and Governance

• Represent the loyalty product domain in Loyalty Business meetings, and internal product and technology forums.

• Build alignment across Product, Engineering, UX, PMO, Marketing, Finance, Legal/Compliance, Site Management, Store Operations, Customer Care, and executive stakeholders.

• Communicate product decisions, priorities, risks, trade-offs, milestones, and outcomes with clarity and appropriate executive-level context.

• Create strong working relationships with internal teams and external partners while maintaining clear ownership, accountability, and decision rights.

Product Strategy and Portfolio Planning

• Develop and maintain a clear product vision, strategy, and prioritized roadmap for loyalty capabilities.

• Play a leading role in annual Marketing Product portfolio planning by identifying customer pain points, business opportunities, platform needs, and investment priorities.

• Translate opportunities into well-defined initiatives with clear outcomes, scope, assumptions, dependencies, and success measures.

• Use customer insights, operational data, financial impact, and program performance to make roadmap trade-offs and sequencing decisions.

Criteria

• 8 + years of product management experience owning complex, customer-facing platforms or end-to-end journeys in retail, eCommerce, or a comparable digital environment.

• 5+ years of direct loyalty-program experience, including member enrollment, accrue and redeem points/rewards certificates, and partner integrations.
• Bachelor's degree in business, Marketing, Computer Science, Engineering, or a related field or equivalent work experience.

• Proven ability to translate business strategy and customer needs into product roadmaps, requirements, measurable outcomes, and executable delivery plans.

• Strong systems thinking and technical fluency across APIs and integrations, data flows, customer identity and account linking, order lifecycle, and operational support.

• Experience leading cross-functional teams and influencing senior stakeholders without direct authority in a matrixed organization.

• Strong product judgment, analytical problem-solving, and executive communication, and the ability to make timely decisions in ambiguous or high-impact situations.

• Experience with Agile product delivery practices and close partnership with Engineering, UX, QA, PMO, and business teams.
• Multi-brand, omnichannel retail experience spanning both digital and store journeys preferred.
• Experience with co-branded or private-label credit-card programs and financial-services partners preferred.
• Experience with enterprise loyalty platforms such as Kobie, Salesforce Loyalty Management, or a comparable solution preferred.
• Experience managing vendors, implementation partners, and complex third-party dependencies preferred.
• This role requires being onsite in the San Francisco, CA office Monday through Thursday.

Our Culture & Values

We believe that taking care of our people is vital to our success and we strive to offer equitable and transparent practices for all. We prioritize connection, growth, and wellbeing.

People First

Putting People First means investing in overall well-being and opportunities to grow and advance within the organization. Depending on the position and location, here are a few highlights of what benefits may be available:

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 $135,000- $165,000. 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.