Project Manager, Selling & Experience

Gap Inc.-posted 3 months ago
5,001-10,000 employees
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The Selling & Customer Experience Project Manager will play a key role in driving innovative customer experience constructs and strategies across Banana Republic, with a primary focus on enhancing the customer experience and creating life-long customer loyalty. This individual will partner closely with the Selling & Customer Experience Director and Regional Sales & Experience Managers to deliver cutting-edge tools and resources that will be used in-store to drive customer engagement and long-term clients. The role will involve analyzing the effectiveness of current customer experience constructs, identifying opportunities for innovation, and staying ahead of the latest trends in customer engagement to create actionable recommendations. The individual in this role will also contribute to the planning and execution of new technology, development and rollout of tools and resources to stores teams and work cross-functionally with senior leaders across the organization.

  • Lead the design, development, and implementation of innovative tools and resources which will enhance our in-store teams’ ability to engage with the customer and increase brand loyalty at Banana Republic.
  • Work with the Merchant team and Store Leadership to create and execute forward-thinking loyalty strategies that drive customer engagement and retention in our stores.
  • Continuously monitor, analyze, and iterate on the effectiveness of current selling tools, resources and programs, identifying areas for improvement and innovation to meet evolving customer expectations and achieve sales growth in our stores.
  • Analyze the performance of existing selling tools and resources, identifying key areas of opportunity for growth, optimization, and innovation.
  • Use both quantitative and qualitative data to assess product education and selling tools and resources success and develop actionable insights that can be applied to enhance clienteling offerings.
  • Develop and communicate clear, data-backed recommendations to senior leadership, driving business and customer-centric decision-making.
  • Stay abreast of the latest trends, technologies, and innovations within the customer experience and retail space, ensuring that Banana Republic stays ahead of the curve.
  • Work with the Selling & Customer Experience Director to leverage emerging client acquisition trends and technologies to develop new clienteling and selling constructs, tools and resources, and experiences that align with brand and customer needs.
  • Conduct competitive and market research to identify best practices, potential threats, and growth opportunities within our selling and customer experience organization.
  • Serve as a strategic partner across the organization, working closely with various departments (e.g. Product, Marketing, Store Leadership) to ensure alignment and integration of selling and clienteling strategies.
  • Create clear and compelling presentations that effectively communicate findings, insights, and strategic recommendations to executive leadership.
  • Minimum of 5-7 years of professional experience in project management, preferably within the apparel or retail.
  • Proven track record of developing and implementing innovative customer experience tools and resources to a field organization.
  • Demonstrated success in using quantitative and qualitative analysis to identify insights, solve business problems, and drive value for the organization.
  • Experience working cross-functionally with senior leaders and stakeholders to deliver strategic initiatives and recommendations.
  • Ability to create and edit multiple forms of media including video from various sources.
  • Strong analytical skills with the ability to gather, organize, and analyze large/complex data sets efficiently.
  • Ability to break down complex information into simple, actionable insights that drive business decisions.
  • Excellent written and oral communication skills, with the ability to present ideas clearly and effectively to senior executives.
  • Experience with customer retention program design and management, or expertise in customer experience innovation in the retail or apparel industries.
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