Manager – Loyalty Strategy and Experience

Gap Inc.; New York (NY); On-site; USD 80,000 - 130,000; Full time

Job summary

An established industry player is seeking a dynamic Manager of Loyalty Strategy & Experience to innovate and enhance customer loyalty across its brands. This role involves leading the design and implementation of cutting-edge loyalty strategies, analyzing program effectiveness, and leveraging market trends to drive customer engagement. The ideal candidate will have a strong background in strategy and innovation, with proven success in enhancing customer experiences. Join a forward-thinking team dedicated to creating lasting value and loyalty in a rapidly evolving retail landscape.

Qualifications

• 5-7 years in strategy or consulting, preferably in retail.
• Experience in loyalty program design and management.

Responsibilities

• Lead the design and implementation of innovative loyalty strategies.
• Analyze existing loyalty programs for growth opportunities.
• Collaborate cross-functionally to align loyalty strategies.

Skills

Strategic Planning

Data Analysis

Customer Experience Innovation

Cross-Functional Collaboration

Market Research

Communication Skills

Problem-Solving

Education

Bachelor's Degree

Master's Degree (preferred)

Tools

Customer Data Platforms

Digital Loyalty Platforms

Financial Modeling Tools

Job description

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).