About the Role
The Head of Consumer Loyalty at Gap Inc. leads a team that drives value by cultivating lifetime customer value through innovative loyalty strategies and programs across our portfolio of brands (Gap, Old Navy, Banana Republic and Athleta). This leader works in partnership with business and Brand marketing leaders to develop and execute innovative loyalty strategies and programs (inclusive of card), personalized omnichannel reward models, and data-driven loyalty frameworks to create a seamless Rewards member journey that fosters brand love and affinity, improves customer satisfaction, maximizes lifetime customer value, and increases overall Gap Inc. profitability. The role will establish and communicate a vision, ensuring it aligns with long-term corporate strategies to drive sustainable and profitable long-term sales growth. The leader should have experience across a broad range of retail and financial products, retail/omni-channel operations, mobile and ecommerce, and a track record that represents smart risk-taking in investment strategies.
Salary Range: $330,000 - $360,000 USD
Employee pay will vary based on factors such as qualifications, experience, skill level, competencies and work location. We will meet minimum wage or minimum of the pay range (whichever is higher) based on city, county and state requirements.
What You'll Do
Lead the Consumer Loyalty team focused on cross-brand integrated loyalty offerings, overseeing card and loyalty awareness, acquisition, engagement, retention & lifecycle marketing, inclusive of driving both in-brand and out-of-brand (world) credit card sales
Drive strategy and execution of the newly integrated cross-brand loyalty Rewards program (credit card + multitender loyalty) that drives penetration, frequency and spend/CLV
Drive loyalty performance with brands to ensure both L&P and brand customer KPIs and P&L targets are achieved
Collaborate closely with brands and cross-functional business partners to develop and implement an integrated annual acquisition & retention loyalty strategy supported by a detailed commercial and marketing plan, including determining correct tiering, calculation of rewards points, etc. – both brand-specific and portfoliowide
Assess strategic opportunities to evolve and expand programmatic and brand loyalty benefits over time to drive increased CLV, including ongoing competitor assessments, guiding customer research and benchmarking, and identifying potential partnerships
Partner with brand CMOs, CFOS, CRM and channel leaders (store and ecommerce) on attribution of full economic value of loyalty program to the brands
Lead and inspire a high-performing team to be customer-focused, innovative, creative, fast-moving and results oriented
Who You Are
Seasoned leader with mix of marketing expertise and strong business acumen; extensive CRM or private label/co-brand card and loyalty marketing experience
Experience in retail or apparel, with digital experience preferably with omni-channel Loyalty; customer-centric with a successful reputation of developing and implementing customer and marketing strategies
Track record of driving business value and P&L results by understanding business impacts and making data driven decisions to properly attribute full economic value of loyalty programs to brands
Highly strategic leader with the ability to balance short- and long-term company objectives; Deep analytical and financial understanding with expertise in leveraging data to drive decisions
Strong communication skills written, oral and formal presentation; ability to actively participate and influence executive-level discussions and decision-making while simultaneously contribute to process execution
Proven cross-functional leadership with ability to lead, manage and gain alignment across a complex, matrixed organization
Inspirational, purpose-driven leader, including the ability to develop talent and build a high-performance and high-potential team
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