Director - Loyalty Strategy

Gap Inc.•New York, NY

About The Position

In this role you'll work front and center in defining the best path forward for Encore – The Gap, Inc. Membership Program. All the style, all the access, one amazing membership. Through rigorous analyses, focus on our customers, creative thinking, and deep partnership with the Brands, we develop the strategic direction for the program. The Encore strategy team identifies and evaluates opportunities to grow customer loyalty and partners closely with Brand Experience Leaders to drive customer engagement. You will drive critical projects, work cross-functionally, and provide outside-in perspective to the organization.

Requirements

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
Demonstrated interest in apparel industry

Responsibilities

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 workplans 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