Director - Site Merchandising (North America)

Gap Inc.•San Francisco, CA

13d

About The Position

The Director of Site Merchandising leads the strategy and execution of a high-quality digital shopping experience across North American site and app channels. The role translates brand, product, and commercial priorities into cohesive experiences that help customers discover and shop products while driving demand, conversion, basket growth, and long-term customer engagement. The Director sets the vision for how products are presented, prioritized, and commercialized across digital channels. This includes bringing together seasonal stories, product launches, promotional events, and everyday shopping experiences. The role connects customer behavior and commercial performance to merchandising priorities and actions through close partnership with Product/Merchandising, Marketing, Creative, Customer Journey, Site Production, Ecommerce Operations, Analytics, Technology, and Promo teams. The Director also evolves the Site Merchandising organization by establishing scalable operating practices, building merchant capabilities, developing talent, and fostering a culture of customer curiosity, product instinct, analytical rigor, and commercial accountability. The role operates as both a digital merchant and enterprise leader, representing the organization with senior leadership and aligning cross-functional teams around customer and business opportunities.

Requirements

Passion for customers, products, and digital shopping experiences, with strong instincts for how customers discover, evaluate, and purchase products online.
Deep expertise in ecommerce, site merchandising, and digital commerce, including understanding how product, content, value, discovery, and customer experience affect commercial performance.
Strong commercial and analytical acumen, with the ability to connect customer behavior, product performance, and financial results and translate complex data into clear actions.
Strong merchandising instincts and the ability to balance brand storytelling, product strategy, and commercial productivity.
Proven ability to lead through influence across complex, highly cross-functional organizations and align teams around shared priorities.
Strategic thinking combined with a strong bias toward execution, prioritization, and accountability.
Ability to make clear decisions and tradeoffs in fast-moving environments with competing priorities and imperfect information.
Exceptional executive communication skills, including the ability to simplify complex issues and deliver compelling, concise, persuasive recommendations at all organizational levels.
Demonstrated success building, coaching, and developing high-performing teams and future leaders.
Comfort working within complex ecommerce and technology ecosystems and partnering with Product and Technology leaders without directly owning the technology roadmap.
Fluency with ecommerce analytics, merchandising, experimentation, and content platforms.
Curiosity and demonstrated ability to leverage emerging technologies, including AI and automation, to improve customer experiences and team productivity.
Highly collaborative, curious, and adaptable, with the ability to lead through change and continuously evolve how the organization works.

Responsibilities

Own the overall Site Merchandising strategy and vision across site and app, translating brand, product, and commercial priorities into a cohesive digital merchandising experience.
Drive commercial productivity by using demand, conversion, basket, traffic, funnel, and product-performance insights to identify opportunities and define merchandising actions.
Lead seasonal, promotional, and event merchandising strategy, bringing together product, value, storytelling, and site experiences to maximize demand and conversion while protecting the customer and brand experience.
Set digital product storytelling and prioritization strategy for key franchises, new products, seasonal investments, customer favorites, and commercial opportunities.
Lead insights-to-action work by connecting customer behavior, product productivity, funnel performance, and commercial results to recommendations, tradeoffs, and business actions.
Partner with the Customer Journey team on navigation, landing experiences, linking, recommendations, outfitting, search, and other discovery experiences; provide merchandising direction and business context while that team leads detailed journey strategy, testing, and execution.
Partner with Product/Merchandising, Marketing, and Creative to turn seasonal product strategies, launches, and brand initiatives into customer-focused digital experiences grounded in commercial opportunity.
Set strategy and operating standards for digital product readiness, partnering with Production, Studio, Creative, and Sample teams to ensure launches have the imagery, content, and assets needed for compelling, conversion-driving experiences.
Use customer and market intelligence—including customer behavior, analytics, reviews, feedback, product trends, competitive activity, and historical performance—to inform decisions and identify opportunities.
Partner with Customer Journey, Product, and Technology teams on the digital capability roadmap, represent Site Merchandising priorities, and help ensure new capabilities address meaningful customer and business opportunities.
Champion adoption of emerging capabilities, AI, and automation to improve merchant decision-making, customer relevance, operational efficiency, and team productivity.
Build and evolve the Site Merchandising operating model, establishing ownership, prioritization, decision rights, and cross-functional ways of working that support speed and executional excellence.
Build, lead, and develop a high-performing Site Merchandising organization, setting expectations and capabilities, supporting career development, and developing merchants with commercial acumen, customer curiosity, analytical thinking, product instinct, and strong execution.
Influence senior leaders and cross-functional partners with a clear, data-driven point of view and align teams around customer opportunities, commercial priorities, tradeoffs, and actions.
Maintain a strong pulse on the digital business and proactively identify opportunities and risks.
Combine quantitative performance and qualitative customer signals to explain business results and recommend actions.
Balance immediate commercial opportunities with longer-term improvements to the digital customer experience.
Create clarity across complex cross-functional work and keep teams focused on high-value customer and business opportunities.
Represent Site Merchandising with senior leadership and advocate for the customer, product, and digital business in enterprise decisions.