drive customer engagement. You will drive critical projects, work cross-functionally, and provide outside-in perspective to the organizationWhat You'll Do
Serve as a strategic leader on loyalty strategy, leading the development of the long-range plan and annual plan, and drive strategy governance to track progress and assess risks and opportunities
Work with the Brand Experience Leaders, Encore Market Lead, Partnerships Lead, Marketing, and Payments to concept and execute loyalty strategies that drive customer engagement and retention
Partner with consumer insights and customer analytics to embed consumer learnings into our business strategies
Develop clear, compelling, data-backed recommendations for key stakeholder conversations, including Board of Directors, Gap Inc. Senior Leadership Team, and Brand Leadership Teams
Support cross functional business partners with analytical insights and problem solving
Monitor, analyze, and iterate on the effectiveness of initiatives using quantitative and qualitative data, identifying areas for improvement and innovation to meet evolving customer expectations
Mentor team members, providing strategic guidance, thought leadership, and elevating analytical rigor and business acumen
Drive loyalty strategy initiatives and transformation efforts from identification through implication, including:
Identifying key issues, structuring problems, and developing and delivering on work plans that drive value creation
Evaluating new business opportunities, assessing market potential, evaluating brand/customer fit, analyzing competitive positioning, and developing accompanying business cases
Leading cross-functional teams
Synthesizing findings, articulating clear and compelling storylines and the supporting materials to communicate recommendations to senior leaders
10+ years experience, preferably with experience in apparel, retail, strategy, or strategy consulting - MBA is preferred
Proven track record of developing and implementing innovative customer experience strategies, particularly in loyalty or retail
Entrepreneurial mindset, with a track record of building new capabilities or supporting a business through a transformation period
Demonstrated track record as an outstanding problem solver and strategic thinker with the ability to quickly identify key issues and develop hypotheses
Ability to translate complex ideas and dispersed information into simple, actionable recommendations
Strong analytical and financial modeling skills, with ability to oversee and provide direction to cross-functional partners and/or more junior team members
Organizational skills, including planning, time management, and attention to detail
Strong business acumen related to consumer facing businesses and ability to assess impact of decisions on overall business performance
Strength in written and oral communication with proven ability to connect and influence with senior executives
Ability to work collaboratively with internal teams, senior management, and external partners to drive business results
Skills Required
- 10+ years experience in apparel, retail, strategy, or strategy consulting
- Proven track record of developing and implementing customer experience strategies
- MBA degree
- Strong analytical and financial modeling skills
- Excellent communication and leadership skills
What We Do
In 1969, Don and Doris Fisher opened the first Gap store on Ocean Avenue in San Francisco. They wanted to make it easier to find a great pair of jeans, and they did. Their denim and records store was a hit, and it grew to become one of the world’s most iconic brands. Today we’re represented in more than 1400 stores in over 40 countries, and online. We have headquarters in New York, London, Shanghai, Tokyo, and, of course, San Francisco. Our unique aesthetic is optimistic cool, elevated American style. Our clothes are crafted with care, with focused attention to thoughtful design. We believe in staying true to our heritage while creating what’s next. Don and Doris Fisher always wanted to “do more than sell clothes.” They wanted to support the people who ran their company, to be active in their communities, and to have a positive impact on the world. Their vision helped transform retail, and we’re still following their lead. We stand for freedom and possibility for all; we champion diverse ideas that transcend generations, geographies and genders.
