Associate Manager, Retention & Loyalty

About Gap

Gap has always been about optimistic American style. Starting with our very first store on Ocean Avenue in San Francisco, opened almost 50 years ago by Doris and Don Fisher. The thread that's run through those five decades is the phenomenal people that make up our brand - our employees and our customers. People who are rooted in the legacy that makes Gap what it is, but who are also focused on the future. People who want to leave the world better than they found it.

We've built our brand on staying true to our roots while always being out in front of what's next. If you want to be part of an iconic American brand, and help lead the way for where we're headed, we'd love to have you join us.
About the Role

In this role, you will be responsible for the day-to-day execution and optimization of marketing campaigns across email, SMS, and app (push & in-app messaging) ensuring each customer has an engaging and cohesive experience that drives business performance. You will liaise with internal partners (Brand Marketing, Commercial Planning, Loyalty, etc) and external vendors managing calendars, segmentation, personalization and channel strategy.

The unique value the retention marketing team brings is a deep understanding of personalization and segmentation strategy, a holistic view of market and customer experience, and analytical prowess to make messaging recommendations, drive strategy, and highlight channel innovation needs.
What You'll Do

• Support the development of marketing acquisition and retention strategies across email, SMS, and app (push and in-app messaging) to achieve brand objectives and goals.
• Use personalization and segmentation strategies to increase customer retention, frequency, and overall customer lifetime value.
• Maintain the SMS and app marketing calendars to ensure customers receive a cohesive and meaningful experience across owned channels; partner with cross-functional teams to ensure seamless execution from brief to deployment.
• Develop creative briefs for loyalty marketing assets across multiple platforms and channels; collaborate with creative to ensure loyalty content is coming to life in a way that will resonate with customers.
• Support commercial plan execution of credit card and loyalty offers, ensuring a seamless omni-channel customer experience.
• Help design and optimize loyalty triggers/journeys to enhance the lifecycle framework across owned channels.
• Develop and support implementation of a test and learn agenda for continuous improvement and optimization across channels.
• Work closely with the eCommerce and Product Management teams to implement new functionalities in owned channels.
• Analyze channel and campaign performance weekly, quarterly, and annually, providing hindsight analyses and recommendations to inform and optimize future marketing and testing strategies.
• Understand direction from central loyalty and marketing effectiveness teams on annual and seasonal targets, monitoring performance weekly.

Who You Are

• Ability to assess relatively complex situations and analyze data to make judgments and recommend solutions.
• Strong written communication skills; presentation skills and problem solving skills with ability to build strong cross functional partnerships and influence change.
• Financial acumen and analytical curiosity--comfortable with numbers and conducting hindsight analysis; strong Excel skills; experience in Adobe Analytics (Omniture) is a plus.
• Flexible and able to adapt solutions to evolving business trends, customer needs, and leadership styles.
• Strong time management skills--able to handle a high volume of simultaneous responsibilities.
• Results-oriented with timeliness, attention to detail, and accuracy being critical.
• Familiarity with CRM marketing tools and technology preferred (e.g. Salesforce Marketing Cloud, Braze, Movable Ink).

Benefits at Gap

• 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.
• See more of the benefits we offer.

For eligible employees

Gap Inc. is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. We have received numerous awards for our long-held commitment to equality and will continue to foster a diverse and inclusive environment of belonging. In 2022, we were recognized by Forbes as one of the World's Best Employers and one of the Best Employers for Diversity.

Salary Range: $87,900 - $116,500 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.

US Candidates
Please note that effective, June 30, 2022, Gap Inc. will no longer require any of its employees to wear face masks or require proof of COVID vaccination, unless required by local or state/provincial mandates or as part of Gap Inc's quarantine guidelinesafter being exposed to or testing positive for COVID. Therefore, please disregard any language in any job posting that refers to Gap Inc.'s face mask and proof of vaccination policy as said policy is no longer effective.