Sr. Director, Product Management, Loyalty & Payments

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

Job summary

An established industry player is seeking a dynamic leader for their Loyalty & Payments product management team. This role focuses on creating an integrated customer experience across various platforms, ensuring a delightful journey from discovery to post-purchase. You will drive customer retention and engagement through innovative loyalty strategies, collaborating with experts in engineering, design, and data science. If you're passionate about shaping customer experiences and have a proven track record in product management, this is an exciting opportunity to make a significant impact in a fast-paced environment.

Benefits

Health Insurance

401(k) Plan

Employee Discounts

Flexible Work Hours

Professional Development Opportunities

Qualifications

• Proven track record in product management and loyalty program development.
• Experience in managing complex roadmaps and business transformations.

Responsibilities

• Lead the development and optimization of a world-class loyalty program.
• Collaborate with cross-functional teams to enhance customer engagement.

Skills

Product Management

Data-Driven Decision Making

Stakeholder Management

Customer Retention Strategies

Loyalty Program Development

Cross-Functional Collaboration

Education

Bachelor's Degree in Business or related field

MBA or equivalent experience

Tools

Epsilon

Talon One

Loyalty Methods

Kobie

Job description

About the Role

Gap Inc. is building an amazing loyalty program to reward and excite our best customers – driving customer retention, frequency, and engagement. This program will evolve rapidly, be rooted in experimentation, and provide a wide variety of perks and experiences. We group payments with our broader loyalty programs, including our Gap private-label and co-branded credit cards, providing compelling loyalty benefits.

Our Global Technology Solutions (GTS) organization serves all of Gap Inc. – Gap, Banana Republic, Old Navy, and Athleta brands, building a platform to drive the more than $6B ecommerce business and $15B in total sales.

As the leader of product management for Loyalty & Payments, you will be the most senior product leader bringing this vision to life. You’ll create an integrated experience across app, point-of-sale, marketing operations, and analytics. You’ll work with a cross-functional group of experts – in engineering, design, data science, and program management.

Your goal will be to lead the development, launch, and ongoing optimization of a world-class loyalty program by:

• Selecting platforms and improving existing capabilities to ensure our points calculation, bonus, and accelerator offers are accurate, easy to configure, and driving engagement
• Ensuring the end-to-end experience is cohesive and delightful
• Creatively and aggressively expanding, experimenting, and evolving the program and experience
• Collaborating with our Loyalty strategy and marketing operations partners to bring this program to life

What You'll Do

• Create a delightful and compelling loyalty experience – across site, app, and store – discovery through post-purchase & ongoing engagement
• Generate massive value across our brands by driving customer retention, activity, transaction size, and brand love
• Create the long-term product vision, strategy, and roadmap for Loyalty and Payments for Gap Inc.
• Lead a multi-faceted product management team to evolve these capabilities
• Build effective working relationships with strategy, marketing, and technology stakeholders; represent GTS in key leadership forums including our Payments steering committee
• Drive rigorous, value-based prioritization of capabilities – this will be a complex, multi-year journey – with engagement points throughout the customer journey
• Coach and develop talented product management professionals
• Select the right vendor partners by identifying and prioritizing functional requirements

Who You Are

• A strong product management leader with a proven track record of selecting, integrating, and operationalizing complex capabilities to deliver business value, managing complex roadmaps
• Excellent judgment in capability prioritization, partner & talent assessment, use case selection
• Experienced in managing business transformation at scale, handling complex roadmaps, and re-imagining possibilities
• Data-driven decision maker focused on product performance and ROI
• Talent steward and team-builder capable of coaching, developing, and retaining high-caliber product management talent
• Effective in a matrixed environment, with the ability to build relationships at senior levels, tell compelling stories, and align cross-functionally
• Embodies Gap Inc’s value to Center on the Customer – understanding and solving customer needs, and valuing diverse opinions
• Comfortable with software selection processes, RFPs, sourcing, and procurement, ensuring effective partner collaboration within solution architecture
• Expertise in loyalty and payments capabilities, including:
• Loyalty platforms (Epsilon, Talon One, Loyalty Methods, Kobie)
• Loyalty marketplaces and partner integrations
• Mobile apps and wallets for redemption, payments, and offers
• Testing and experimentation for program evolution
• Leveraging data science for analytics and optimization
• Payment ecosystems for in-store, online, and mobile wallets
• Measurement and reporting of program impact and performance