Manager - Loyalty Strategy and Experience

Gap Inc.; New York (NY); On-site; USD 120,000 - 160,000; Full time

Job summary

Join a forward-thinking company as a Manager of Loyalty Strategy & Experience, where you'll drive innovative loyalty constructs across multiple brands. This role involves analyzing current loyalty programs, identifying opportunities for enhancement, and collaborating with senior leaders to create actionable strategies. With a focus on customer engagement and long-term value creation, you'll leverage data-driven insights to shape the future of loyalty in retail. If you're passionate about enhancing customer experiences and thrive in a dynamic environment, this opportunity is perfect for you.

Benefits

50% off regular-priced merchandise

Competitive Paid Time Off

Volunteer hours

401(k) plan with company matching

Employee stock purchase plan

Medical, dental, vision and life insurance

Qualifications

• 5-7 years of experience in strategy or consulting, preferably in retail.
• Proven ability to innovate customer experience strategies.

Responsibilities

• Lead design and implementation of loyalty strategies.
• Analyze loyalty program effectiveness and identify growth opportunities.

Skills

Strategic Thinking

Data Analysis

Customer Experience Innovation

Cross-Functional Collaboration

Problem Solving

Communication Skills

Education

Bachelor's Degree

Master's Degree

Tools

Data Analysis Tools

Customer Data Platforms

Job description

About Gap Inc.

Our brands bridge the gaps we see in the world.Old Navy democratizes style to ensure everyonehas access to quality fashion at every price point. Athleta unleashes the potential of every woman,regardless of body size, age or ethnicity. BananaRepublic believes in sustainable luxury for all. And Gapinspires the world to bring individuality to modern, responsibly madeessentials.

This simple idea—that we all deserve to belong,and on our own terms—is core to who we are as acompany and how we make decisions.Our team is made up of thousands of people across the globe who take risks, think big, and do good for our customers, communities, and the planet.Ready tolearn fast, create with audacityand lead boldly? Join our team.

About The Role

The Manager, Loyalty Strategy & Experience will play a key role in driving innovative loyalty constructs and strategies across Gap Inc. brands, with a primary focus on enhancing the loyalty experience. This individual will partner closely with the Brand Experience Leaders and Marketplace Leader to deliver cutting-edge strategies that drive customer engagement and long-term value creation. The role will involve analyzing the effectiveness of current loyalty constructs, identifying opportunities for innovation, and staying ahead of the latest trends in loyalty to create actionable recommendations. The individual in this role will also contribute to the identification and planning of corporate and brand initiatives and work cross-functionally with senior leaders across the organization.

What You'll Do

Innovation Strategy + Design and Implementation:

• 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.
  
  

Program Effectiveness & Opportunity Identification

• 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.
  
  

Market & Trend Analysis

• 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.
  
  

Cross-Functional Strategy & Brand Support

• Serve as a strategic partner across the organization, working closely with various departments (e.g., Brand, Marketing, Operations) 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 that inform key decisions.
• Contribute to the planning, structuring, and execution of corporate and brand initiatives, ensuring that loyalty is embedded as a core component of overall business strategies.
  
  

Value Creation & Strategic Partnership

• 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 that all strategies are rooted in data and provide tangible business value.
• Develop and deliver on work plans that drive success across multiple Gap Inc. brands, ensuring collaboration and alignment to overarching corporate goals.
  
  

Communication & Leadership

• Translate complex ideas and data into simple, actionable recommendations for senior management and leadership teams.
• Create clear and compelling presentations that effectively 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.
  
  

Who You Are

• 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.
• Demonstrated success in using quantitative and qualitative analysis to identify insights, solve business problems, and drive value for the organization.
• 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.
• Proven ability to innovate and drive strategic initiatives in a fast-paced, evolving environment.
• Ability to work collaboratively with internal teams, senior management, and external partners to drive business results.
• 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).
  
  

Benefits at Gap Inc.

• 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: $120,400 - $159,500 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.