Manager - Loyalty Strategy and Experience

About the Role

Key Responsibilities

• Lead the design, development, and implementation of innovative loyalty constructs and strategies aimed at enhancing the customer experience and increasing brand loyalty across Gap Inc. brands.
• Work with the Brand Experience Leaders and Marketplace Leader to create and execute forward-thinking loyalty strategies that drive customer engagement and retention.
• Continuously monitor, analyze, and iterate on the effectiveness of loyalty programs, identifying areas for improvement and innovation to meet evolving customer expectations.
• Analyze the performance of existing loyalty programs, identifying key areas of opportunity for growth, optimization, and innovation.
• Use both quantitative and qualitative data to assess program success and develop actionable insights that can be applied to enhance loyalty 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 loyalty and retail space, ensuring that Gap Inc. stays ahead of the curve.
• Leverage emerging loyalty trends and technologies to develop new loyalty constructs, products, and experiences that align with brand and customer needs.
• Conduct competitive and market research to identify best practices, potential threats, and growth opportunities.
• Serve as a strategic partner across the organization, working closely with various departments to ensure alignment and integration of loyalty strategies.
• Support the development of annual Long Range Plans (LRPs) for Gap Inc. brands, providing analytical insights and strategic guidance.
• Contribute to the planning, structuring, and execution of corporate and brand initiatives, ensuring loyalty is embedded as a core component of overall business strategies.
• Drive long-term, value-creating opportunities by partnering with leaders and stakeholders across the company to align on vision, strategy, and execution.
• Support cross-functional teams with analytical insights and problem-solving, ensuring strategies are rooted in data and provide tangible business value.
• Create clear and compelling presentations that communicate findings, insights, and strategic recommendations to executive leadership.
• Work closely with senior leadership to drive decisions, providing insights and expert-level recommendations based on detailed analysis and industry knowledge.

Requirements

• Minimum of 5-7 years of professional experience in strategy, innovation, or consulting, preferably within the apparel, retail, management consulting, or private equity industries.
• Proven track record of developing and implementing innovative customer experience strategies, particularly in loyalty or retail.
• Experience working cross-functionally with senior leaders and stakeholders to deliver strategic initiatives and recommendations.
• 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.
• Strong problem-solving skills, with the ability to think strategically and translate high-level concepts into practical, actionable plans.
• Experience with loyalty program design and management, or expertise in customer experience innovation in the retail or apparel industries.
• Background in quantitative analysis, financial modeling, and market research to support strategic decision-making.
• Familiarity with emerging technologies in the loyalty and retail space (e.g., digital loyalty platforms, mobile apps, and customer data platforms).

Nice to Have

• Experience with digital loyalty platforms, mobile apps, and customer data platforms.
• Background in financial modeling and market research.

Qualifications

• Not explicitly specified, but implied: relevant educational background in business, marketing, or related fields.

Benefits & Perks

• Merchandise discount for our brands: 50% off regular-priced merchandise at Old Navy, Gap, Banana Republic and Athleta, and 30% off at Outlet for all employees.
• One of the most competitive Paid Time Off plans in the industry.
• Employees can take up to five 'on the clock' hours each month to volunteer at a charity of their choice.
• Extensive 401(k) plan with company matching for contributions up to four percent of an employee's base pay.
• Employee stock purchase plan.
• Medical, dental, vision and life insurance.