Director, Gap Brand Loyalty Marketing

About Gap Inc.

Our past is full of iconic moments — but our future is going to spark many more. Our brands — Gap, Banana Republic, Old Navy, Athleta, INTERMIX and Hill City — have dressed people from all walks of life and all kinds of families, all over the world, for every occasion for more than 50 years.

But we’re more than the clothes that we make. We know that business can and should be a force for good, and it’s why we work hard to make product that makes people feel good, inside and out. It’s why we’re committed to giving back to the communities where we live and work. If you’re one of the super-talented who thrive on change, aren’t afraid to take risks and love to make a difference, come grow with us.

About the role

The Brand Loyalty Marketing team drives the loyalty strategy within each of the Gap Inc brands. They oversee the launch and execution of marketing initiatives that must be integrated into each brand’s commercial planning calendar and support the brand’s overall marketing objectives. They serve as the primary point of contact and are directly embedded with the brand teams to provide a seamless connection to brand stakeholders. The ideal candidate for this team must have strong communication and influencing skills, as well as the ability to drive strategic initiatives across multiple cross-functional teams.

What you’ll do

Co-owns loyalty performance with Gap brand to ensure a profitable P&L for the loyalty portfolio
Leads, manages, and is accountable for delivering the loyalty strategic plan, including key financial goals, customer engagement strategies, detailed marketing plans, and investment requirements. Strategies should encompass loyalty acquisition and retention efforts across channels
Responsible for integrating loyalty events for MTL and credit card members into commercial plans to drive customer/lifecycle objectives and hit both customer and financial targets with a cohesive messaging strategy at Gap Specialty and Gap Outlet
Responsible for managing Gap Brand Loyalty & Payments marketing expense budget and completing a monthly forecast of marketing expense budget and loyalty sales targets
Partners with other Loyalty & Payments marketing teams on lifecycle strategies and cross-brand initiatives to drive greater personalized retention within the Gap brand and Gap Inc customer base
Serves as a thought partner to both the Brand and greater Loyalty & Payments teams on opportunities to drive customer acquisition, loyalty, and sales to the brand, including innovation and relevance to the brand customer segments

Who you are

8+ years of CRM, direct marketing, or consumer driven marketing strategy experience in retail and/or loyalty
Strong communication and influencing skills required: written, oral and formal presentation; ability to actively participate and influence executive-level discussions and decision making
Proven ability to lead, manage and gain alignment across a complex, matrixed organization
Strong analytical, financial, and problem-solving skills. Highly comfortable with leveraging data to drive decisions and tell a story
Strong project management and organizational skills with the ability to manage multiple projects simultaneously, while also maintaining oversight of the business
Successful track record of developing and implementing marketing and field strategies that have consistently met or exceeded planned objectives
Must be able to thrive in fast-paced and dynamic environments

Loyalty Marketing Manager

Signature Flight Support

SUMMARY OF ROLE

Signature Flight Support is seeking a Manager, Loyalty Programs. This individual will be a key member of the team responsible for running a global loyalty program in the luxury travel market. This role will be focused on the day-to-day administration of the program and will also help lead a transformation effort that will encompass the Design, Build and Deployment phases of a project to transition towards the implementation of a new program. The individual will support the SVP, Marketing (former global brand leader at Marriott International), the current loyalty team (including a consultant that developed leading loyalty programs for major airlines). Loyalty is one of Signature Flight Support’s top strategic imperatives and falls under the Commercial team, which is led by the CCO, a former McKinsey & Co. TTL. This is an exciting opportunity to build and deploy an industry defining loyalty program alongside a team with deep expertise.

Your role will be key to the success of the program. The role will give you immediate exposure across key departments and visibility across the senior leadership team.

Primary Responsibilities /Accountabilities

Lead, and be accountable for, the day-to-day administration of current loyalty programs ensuring the smooth running of the existing programs through the parallel existence until the switch over.

Be the point of escalation for all matters relating to member customer services.
Manage inbound customer calls and inquiries system/staff as related to loyalty and ensure timely and accurate resolution to exceed customer expectations.
Design and implement a robust process for early diagnosis of technical and operational issues and faults impacting on the loyalty programs
Provide timely reports and analysis to inform key decisions and plans.
Oversee the design and the implementation of a member contact & marketing strategy
Collaborate with IT, Marketing, Sales and PR to identify opportunities to highlight the loyalty program’s successes and milestones.

Partner with the Loyalty program leadership team and Signature Executive Steering Committee to leverage travel/hospitality best practices and transform and implement a leading private aviation loyalty program. Provide support during each of the following key phases of the project and help ensure key deliverables are successfully completed:

Scope & Design Phase: Create robust Program Rules based on sound loyalty behaviors
Feed loyalty logic into the Business Case and sense check assumptions.
Create Redemption Propositions that are financially sound and of value to members
Build:Evolve / Develop New IT solutions to support new program. Lead in the creation of content for new user facing Website.
Develop a brand and Marketing Strategy to effectively manage the transition to the new program and set the scene for the ongoing future state of the new program.
Deploy: Help design and deliver operations training.
Devise an Internal Change Management & Communications program to ensure organizational readiness.
Prepare Member Communications for the switch over and ensure back up communications plan for systems failure/ unforeseen issues.
Create a new member acquisition / activation & engagement plan. C
reate a marketing & PR plan to support the launch activities

Minimum Qualifications:

Minimum three years of marketing experience with loyalty marketing/customer acquisition and retention experience

Bachelors Degree in marketing or related field required; Masters in business or related field preferred.
Success Driven with an interest in travel / hospitality / loyalty; you will be someone who wants to make their mark by helping transform and re-launch the loyalty program
Someone who relishes a challenge, enjoys working on projects that are strategically important and demanding. You will enjoy working under some pressure and cut through the noise to meet requirements.
Self-sufficient and able to work on your own initiative, a natural collaborator who can work cross-functionally to achieve objectives; get work done through others, regardless of seniority / reporting relationships
Strong analytical skills; can build and drive a business case and report success metrics; can translate business case into strategy and tactics
Intermediate to Advanced Excel skill to be able to take large volumes of data and manipulate using pivot tables, graphs and provide accurate summaries.
Experience being able to define and report key performance metrics on program’s effectiveness using host of software/reporting tools (e.g., Microsoft Dynamics, Tableau, Excel, Alteryx).
Excellent problem solver who can creatively address issues and come up with ways to evolve, improve process; leverage technology to help create sustainable, cost effective solutions
Strong level of industry knowledge focused on travel; airline; hotel; hospitality; loyalty and be able to understand and explain how banking and credit card loyalty program function
Passionate about member engagement and experienced at devising and delivering marketing and communications plans
Experience using internal and external resources to deliver marketing campaigns
Experience at efficiently managing marketing & department budgets

Senior Manager, Loyalty Marketing

Staples

The Senior Manager, Loyalty Marketing is responsible for shaping and executing the strategy and marketing campaigns targeting our most valuable customers to drive retention, and boost acquisition into the programs. This role will work closely with the Director of Loyalty Programs to identify strategic initiatives to grow the Rewards and membership programs, critical components of the corporate strategy.

This person will further collaborate with various VPs and Directors across Staples.com and Staples Advantage to build consensus for, establish and champion tests and pilots with the goal of enhancing the sales, marketing, and ecommerce experience throughout the customer lifecycle. A change manager, they will be required to think out of the box, be innovative and stay ahead of the industry standard as it relates to shifting the customer experience and focus on loyalty and membership programs retention.

He or she will leverage a combination of independent thinking, ability to use discretion, strong organization, relationship and executive level communication skills while keeping a keen eye on the financial trade-offs of decisions. This position requires strong partnership with segment marketing teams, agency, merchandising, finance, customer analytics, ecommerce and sales leadership. Innovative thinking, speed to market and desire to test new things and drive new ways and processes are critical elements of the position every day.

Primary Responsibilities:

Develop marketing strategy and marketing campaign planning for Loyalty programs. Understand and develop timelines and budgets to drive retention and growth of existing customers and acquisition of new customers into the programs.
Leverage program metrics, customer-level data, research, and customer feedback to monitor performance, diagnose opportunities and drive decisions-making.
Design exhaustive testing roadmap for continuous program performance improvement
Improve customer experience across all loyalty lifecycle touch points, and across all channels/devices.
Serve as business lead for loyalty-related technology projects; Direct and oversee technology enhancement and support efforts.
Manage $30M budget across channels; partner with Finance to forecast spend, maintaining minimal variance to budget.
Develop, grow, and retain team of 2 marketing associates.

Qualifications

Basic Qualifications:

Bachelor’s Degree plus 6-8 years marketing experience
Experience with loyalty programs and marketing vehicles used to grow customer retention through online platforms

Preferred Qualifications:

Highly organized with an ability to simplify complicated ideas, processes or plans
Innovative, results-oriented, strong customer-centric outlook
Ability to influence, collaborate and effectively communicate with others, adjusting quickly to changing priorities, aggressive timelines and multiple objectives
Proactive, self-directed individual with proven ability to manage multiple projects, balancing strategy with day-to-day execution
Excellent written and oral communication skills

Lead, Loyalty Marketing Consultant

84.51°

The Lead, Loyalty Marketing Consultant will be responsible for leveraging our Best Customer Communication platform to engage customer loyalty with our Larger CPG partners. This includes owning a portfolio of clients and partnering with them to ensure that the right offers are being offered on the rights brands to the right customers to drive long-term loyalty. In addition, this role will require partnership with the 84.51° Kroger Merchandising team to align on category and department objectives and potential activations that can drive mutual benefit with customers. Finally, as Lead Loyalty Marketing Consultant, you will be directly contributing to the 2019 goals and have the opportunity to provide feedback and shape Best Customer Communication of the future.

RESPONSIBILITIES:

Responsible for partnering with our Large CPG clients to drive long-term value and loyalty among their best customers
Responsible for achieving personal annual goals to achieve customer touch points
Develop and drive operational efficiencies with customer insights during the planning and nomination periods to best engage with CPGs
Partner with 84.51° Kroger Merchandising community to align on department and category goals
Execute against strategies to enable achievement of short-term incentive plan targets

QUALIFICATIONS, SKILLS, AND EXPERIENCE:

Knowledge of the Best Customer Communication inventory and differentiation in the marketplace
Proven client leadership skills; ability to develop relationships and influence with independence
Ability to influence leaders based on insights
Analytical acumen to make decisions; understand and optimize campaigns
Strong interpersonal skills and ability to partner on behalf of the client
Demonstrated ability to build and maximize relationships with both internal and external partners
Excellent communication, presentation, and interpersonal skills
Demonstrated ability to share actionable recommendations in a concise and persuasive manner
Bachelors’ degree B.A. /B. S or equivalent work experience
6+ years in Marketing or Loyalty Marketing responsibility