What are the responsibilities and job description for the (REMOTE OPPORTUNITY) Director, Loyalty Strategy & Experience position at Gap Inc.?
About the Role
Program Strategy & Performance
Partner with Sr Director of Loyalty to craft the overall program future strategy for Senior leader team to secure buy-in and alignment
Establish a long-term vision, strategy, and tactics for the current Loyalty program
Manage pipeline and roadmap of program innovations in partnership with Product & Marketing Teams
Continue to foster innovative loyalty design initiatives (e.g., pilot new design options) in partnership with cross functional teams
Monitor loyalty landscape across key competitors and cross-industry exemplars
Monitor ongoing KPI’s and customer feedback to ensure program is performing well and is optimized
Customer experience
Understand and manage program fundamentals and benefits for the members
Construct and manage an easy to understand and use, Customer Loyalty experience
Ensure loyalty team liaises with product team and Brand leaders
Program economics
Manage overall loyalty program expense budget (excluding. marketing) and allocation across loyalty levers and customer segments, in concert with Finance
Liaise with Finance for budgeting and reporting for Senior Leadership reviews
Relationship Management
Builds and nurtures effective working relationships with marketing team, product team, engineering and other cross-functional teams, to translate Loyalty program strategic plans into collaborative action.
Interfaces with industry colleagues, professional organizations, brands, to develop growth strategies and expand networking and potential partnership opportunities.
What You'll Do
In terms of qualifications, we’re seeking:
- 10 years of experience in leadership roles for Loyalty Program Management/Marketing
- Retail, B2C and/or banking a big plus
- P&L forecasting and management experience
- Extensive upward management and decision-making skills and experience
- Experienced project management skills, including ability to manage details through to completion and ensure project deadlines are met
- Strong marketing and loyalty program background and experience
Who You Are
- Strong organizational, leadership, and people skills
- Ability to analytically/statistically evaluate the business results to prioritize and recommend strategic initiatives that drive KPI’s
- Complex problem-solving skills combined with strategic decision making that includes an expert understanding of the business (business acumen)
- Ability to provide actionable recommendations with detailed business cases, develop implementation plans, and provide effective change leadership to enhance quality, efficiency and overall effectiveness priorities, and tight deadlines within parameters of the organizational structure, processes, systems, and policies
- Ability to story-tell: pull together data, reach, and other findings and pull out the “so-what”, to ensure that our findings are actionable.
Salary : $140,200 - $202,000