About the RoleWe are seeking a dynamic and strategic Manager of Credit Card Customer Lifecycle to join our team at Gap, Inc., a leading Fortune 500 retail company. This role is responsible for developing and executing strategies to enhance credit card customer engagement, cardmember journey, retention, and lifetime value across all our brands. The ideal is skilled in customer segmentation, lifecycle marketing techniques and campaign executionWhat You'll Do
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Card Lifecycle Strategy: Develop and implement comprehensive credit card lifecycle marketing strategies to drive engagement, retention, and loyalty across all brands.
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Optimize the Cardholder Journey: Support customer journey enhancement by refining messaging, targeting, and timing across touchpoints while maintaining journey maps to identify improvement opportunities.
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Campaign Management: Execute and optimize multi-channel campaigns (email, direct mail, digital, in-app) using customer data and segmentation. Responsibilities include scheduling, creative briefs, managing timelines and deliverables, asset submission, QA, and reporting.
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Customer Segmentation: Utilize data analytics to segment cardholders based on behavior, preferences, and purchase history to tailor marketing efforts effectively.
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Customer Journey Mapping: Create and maintain detailed customer journey maps to identify touchpoints and opportunities for enhancing the cardholder experience.
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Product & Tier Migration Strategy: Develop and execute strategies to move cardholders to higher card program tiers, increasing engagement and benefits.
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Data Analysis and Reporting: Analyze customer data to identify trends, insights, and opportunities for improvement. Provide regular reports on key performance metrics and campaign effectiveness.
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Cross-Functional Collaboration: Work closely with brand CRM leads and cross-functional teams to leverage customer data, insights and tools for effective lifecycle marketing and campaign execution.
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Marketing Expense Management: Oversee marketing expenses by opening POs, maintaining budget tracking files, and coordinating with the finance team.
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Continuous Improvement: Stay up to date with industry trends, best practices, and emerging technologies to continuously improve lifecycle marketing strategies.
Who You Are
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Minimum of 5 years of experience in customer lifecycle marketing, CRM, or a related role, preferably in the retail or financial services industry.
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Organized, self-motivated, strong communication and interpersonal skills to collaborate effectively and build strong relationships with business partners. Maintain a positive attitude and the ability to manage change and brings structure to ambiguous situations.
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Ability to thrive in a fast-paced, results-oriented environment, demonstrating strong attention to detail and delivering flawless, accurate execution across multiple simultaneous projects.
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Analytics mindset with problem-solving skill; experienced in using logic and data-driven methods to solve complex challenges and develop effective solutions. Able to extract insights from data and communicate finding concisely to inform and influence decision-making.
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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.
