Director - Loyalty Strategy

About the Role

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.

What 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 ofinitiatives using quantitative and qualitative data,identifyingareas for improvement and innovation to meet evolving customer expectations

• Mentor team members,providingstrategic 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  

Who You Are