Sr. Manager, Product Management, Loyalty

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 platforms, you’ll lead the evolution of the core engine that powers loyalty. This will be a world-class third-party loyalty platform, well integrated into the Gap ecosystem. It will be critical to enable 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 support 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

The end-to-end experience is cohesive and delightful

Creatively and aggressively expanding, experimenting and evolving the program and experience

You’ll collaborate with our Loyalty strategy and marketing operations partners to bring this program to life.

What You'll Do

• Select, implement and enhance the loyalty engine that is core to our new loyalty program

• Collaborate with a group of peers to evolve and improve the loyalty experience

• Focus on customer outcome metrics: customer retention, frequency and order size

• Author the long-term product vision, strategy, and roadmap for the loyalty platform

• Represent Gap’s needs to our partner, influencing the vendor roadmap

• Build effective working relationships with strategy, marketing and technology stakeholders

• Drive rigorous, value-based prioritization of capabilities – this will be a complex, multi-year journey

• Select the correct vendor partners by identifying and prioritizing functional requirements

Who You Are

• A strong product manager– with a proven track record of selecting, integrating and operationalizing a complex set of capabilities in pursuit of business value, managing the complex roadmap associated with such a journey

• You have excellent judgment in capability prioritization, partner & talent assessment, use case selection

• You use data to guide decisions and evaluate product outcomes – with a focus on product performance and return on investment

• You’ve built learning agendas and validated customer and business outcomes via experimentation

• You are effective in a matrixed environment – with the ability to build relationships across functions

• You onboard and exemplify Gap Inc’s value to Center on the Customer – understanding and solving for customer needs, and seek out diverse opinions and perspectives

• You are comfortable driving software selection processes – RFPs, collaborating with sourcing and procurement – and most importantly, ensuring that any selected partners work effectively as part of our solution architecture

• The ideal candidate is also an expert in loyalty capabilities – with prior experience leveraging loyalty platforms – e.g. Epsilon, Talon One, Loyalty Methods, Kobie, Annex Cloud