Director - 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 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 work plans 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

• 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