Posted on: February 26, 2019 | Job#: 269711

Senior Director, CRM, Insights and Analytics

Full-time | US

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About Gap

Gap has always been about optimistic American style. Starting with our very first store on Ocean Avenue in San Francisco, opened almost 50 years ago by Doris and Don Fisher. The thread that’s run through those five decades is the phenomenal people that make up our brand – our employees and our customers. People who are rooted in the legacy that makes Gap what it is, but who are also focused on the future. People who want to leave the world better than they found it.

We’ve built our brand on staying true to our roots while always being out in front of what’s next. If you want to be part of an iconic American brand, and help lead the way for where we’re headed, we’d love to have you join us.

About the role

The Sr. Director, CRM, Insights + Analytics will create and embed customer-driven strategies into all aspects of Gap, playing a critical role in turning customer data and insights into actionable strategies. This role will lead a team made up of leaders driving Consumer Insights, Analytics, and Loyalty.

What you'll do

  • Analytics: Define the strategic opportunities to bring new CRM ideas to market and prioritize solutions for data, analytics, and other tech needs. Empower team to experiment and learn through agile, iterative testing.
  • Loyalty: Use customer behavior and lifecycle data to drive loyalty, long-term customer health, and maximize engagement with Gap brand.
  • Consumer Insights: Partner with Gap Inc. Consumer Insights team to identify key customer insights and opportunities. Drive the cross-functional leadership team to put the customer at the heart of all business decisions.
• Design and execute an innovative, data driven, omni CRM vision that is rooted in testing, customer insights + analytics, and drives customer loyalty and growth.
• Lead and communicate customer file forecasts, plans and targets.
• Integrate CRM contribution to all critical brand touch points including commercial planning, weekly business meetings, marketing campaign development, product assortment planning, direct mail, GapCard, e-mail, social
+ media.
• Deliver a holistic view of the customer and educate Gap brand teams so they build and execute strategies against an accurate depiction of the Gap customer.
• Use CRM and key insights to drive marketing segmentation and personalization strategies across channels.
• Lead advanced database analytics to track customer behavior and lifecycle with the brand; use learnings to measure marketing effectiveness, develop communication strategies to maximize engagement and loyalty, and make strategic recommendations to move the business forward.
• Develop robust marketing calendar by identifying optimal messaging cadence, managing contact frequency across different customer segmentations and marrying with promotional marketing events.
• Drive continuous testing and technology optimization through partnership with Gap Inc. Customer + Strategy team and all Gap Inc. brands.
• Utilize advanced retail business intelligence and analytics to identify large scale consumer and retail patterns to inform product, customer, and marketing strategies.

Who you are

• 10+ years of Marketing/CRM experience
• 5+ years of leading others
• CRM – Strong experience in CRM and consumer analytics with a proven track record of driving CRM strategy and implementing effective Omni-channel campaigns. Experience with large and innovative loyalty programs.
• Financial Acumen + Technology – Experience in CRM technology management, with an understanding of marketing and operational databases, segmentation, campaign management and statistical modelling. Understanding of the interconnectivity between technology and customer experience and how to use these to further strategic business objectives.
• Strategic and Analytical Thinker – Highly strategic, market facing and intimate with the consumer; track record of strong consumer understanding and foresight and an ability to translate these into innovative and value added integrated initiatives.
• Organization Agility – Navigated large, global, complex organizations; proven track record of driving results.
• Team Leadership – Has successfully lead cross-functional teams, with the ability to clearly communicate priorities and goals to ensure a seamless workflow regardless of organizational hierarchy.
• Personal Leadership – demonstrated executive presence, presentation, influencing, and collaboration with a senior leadership team.
• Change Leadership – experience leading through significant change and transformation to move an organization forward.
• Collaboration-proven ability influencing at all levels and making decisions cross-functionally in a matrix environment where speed is crucial.

Benefits at Gap

  • Merchandise discount for our brands: 50% off regular-priced merchandise at Gap, Banana Republic and Old Navy, 30% off at Outlet and 25% off at Athleta 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. In 2016, Gap Inc. was named one of the Best Places to Work by the Human Rights Campaign for the thirteeth consecutive year and was the sole winner of the Catalyst award for equality in the workplace in 2016.

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