Director - Branded Member Experience (Old Navy)

Gap Inc.; United States; Remote; USD 90,000 - 150,000; Full time

Job summary

An established industry player is seeking a dynamic Director of Branded Member Experience to spearhead retention and acquisition strategies. This pivotal role focuses on driving customer loyalty and engagement through innovative marketing campaigns. You will work closely with cross-functional teams to create targeted strategies that enhance customer experiences and optimize engagement metrics. If you are passionate about leveraging data insights to refine marketing approaches and thrive in a fast-paced environment, this opportunity is perfect for you. Join a company that values creativity and collaboration, and make a significant impact on customer loyalty.

Qualifications

• Proven experience in retention marketing and customer engagement strategies.
• Strong analytical skills to leverage data insights for strategy development.

Responsibilities

• Lead the development and execution of retention marketing strategies.
• Collaborate with teams to ensure alignment on marketing objectives.

Skills

Retention Marketing

Customer Engagement

Data Analysis

Campaign Development

Cross-Functional Collaboration

Education

Bachelor's Degree in Marketing or Related Field

Master's Degree (Preferred)

Tools

CRM Software

Data Analytics Tools

Marketing Automation Platforms

Job description

About the Role

The Director of Branded Member Experience (supporting Old Navy) will lead the retention and acquisition strategy and execution across channels, focusing on driving loyalty and cardmember engagement. This role will develop and manage marketing strategies that support sales goals, optimize engagement metrics, and enhance the overall customer experience. It will work closely with Commercial Planning to align on acquisition, retention, and promotional efforts, while driving creative development and testing innovation within loyalty marketing.

We opened our first Old Navy store in 1994 and have been on a roll ever since. We cultivate a community of playful personalities that thrive in a fast-paced environment where our employees can be their most authentic selves. Here, we’re family.

What You'll Do

Customer Lifecycle (inclusive of Acquisition & Retention) Strategy & Execution:

• Lead the development and execution of cross-channel retention marketing strategies to enhance loyalty and Cardmember engagement.
• Create targeted campaigns to drive customer retention and increase brand loyalty, aligned with business objectives.
• Develop strategies to meet goals, optimize engagement metrics, and improve customer lifetime value through personalized experiences.
• Leverage data insights and customer feedback for continuous improvement of retention strategies.
• Partner with Acquisition teams to design and implement marketing strategies for high-value customer acquisition and growth.
• Execute integrated acquisition campaigns across channels, ensuring alignment with retention efforts for a seamless customer experience.
• Optimize new customer acquisition funnels using data to refine targeting, messaging, and creative strategies.
• Collaborate with Acquisition teams for smooth transition from acquisition to retention, maximizing CLV.
• Implement targeted campaigns focusing on customers with high loyalty potential.

Who You Are

Collaboration & Promotion:

• Align retention strategies with promotional efforts through collaboration with Commercial Planning and Acquisition teams.
• Work with cross-functional teams to integrate marketing campaigns with brand strategy and sales objectives.
• Provide insights to drive customer loyalty through targeted campaigns.

Creative Development:

• Develop briefs reflecting the brand voice and strategic objectives.
• Oversee creative asset development, ensuring campaigns are on-brand and compliant.
• Review and approve marketing materials to meet goals and customer expectations.

Testing & Innovation:

• Develop and execute testing roadmaps with partners to explore new messaging and strategies.
• Drive innovation through new tools and technologies to enhance customer experience.
• Evaluate and iterate on marketing approaches based on test results.

Performance Monitoring & Reporting:

• Monitor campaign performance and report key metrics to leadership.
• Use data to refine strategies, maximizing results and customer loyalty.

Cross-Functional Leadership:

• Lead collaboration across departments to align retention strategies.
• Work with analytics teams to optimize segmentation and targeting.