Director Online Business Development & Customer Strategy

Old Navy
San Francisco, California, United States
17 Nov 2021
16 Feb 2022
About Old Navy

Forget what you know about old-school industry rules. When you work at Old Navy, you're choosing a different path. From day one, we've been on a mission to democratize fashion and make shopping fun again. Our teams make style accessible to everyone, creating high-quality, must-have fashion essentials for the whole family, with love, season after season.

We opened our first store in 1994 in San Francisco and have been on a roll ever since. We cultivate a community of playful personalities that thrive in a fast-paced environment where our employees can be their most authentic selves. Here, we're family.

About the Role

The Director of Online Business Development and Customer Strategy is responsible for identifying, assessing and driving digital priorities and new business initiatives. The ideal candidate is a seasoned e-commerce leader who has successfully led business development and customer experience projects varying in scope and complexity.The candidate will drive digital thought leadership, with an acute focus on the online customer, and work closely with cross functional stakeholders across Old Navy and Gap Inc.

What You'll Do

Lead business development projects that enable brand growth and support the Digital LRP, inclusive of: enterprise growth, customer experience innovation (pre and post-purchase), omni experience innovation and competitive and consumer insights

Comprehensive, end-to-end project management responsibilities:
  • Create project roadmaps and workplans
  • Identify and engage key stakeholders
  • Analyze internal and external data and market research to develop hypotheses and recommendations
  • Assess competitive and strategic landscape and provide implications for changing industry dynamics
  • Develop financial models and analytical frameworks to assess opportunities at various stages
  • Deliver executive-ready report outs and insights

Drive best-in-class digital thought leadership across Old Navy by creating relevant forums and communication plans for knowledge sharing

Partner closely with Manager to ensure Old Navy Commercial Plan and Pricing Strategy supports digital priorities and goals

Create and manage regular cadence of insight-driven e-commerce performance reporting and identify actionable opportunities in the e-commerce conversion funnel

Identify high-impact consumer insights projects with Customer Insights + Marketing teams and turn findings into effective strategies and workstreams for the digital channel

Diagnose Net Promotor Score opportunities, lead working teams to address negative score drivers and resolve problems

Provide input to the Digital LRP and translate priorities into actionable/measurable annual goals and working plans

Develop framework for understanding Online Customer Lifetime Value and relevant levers that can be used to impact

Who You Are

  • 8 to 10+ years of professional work experience, preferably within management consulting, corporate strategy, e-commerce or consumer product companies
  • Outstanding written, presentation and verbal communication skills
  • Very strong analytical and financial skillset, and familiarity working with and analyzing structured / unstructured data
  • Demonstrated track record as an outstanding problem-solver and strategic thinker
  • Ability to independently work in, and bring structure to, ambiguous environments
  • History of strong cross-functional partnerships at various levels; able to manage partners who are not direct reports
  • Very strong project and process management skills, including ability to disaggregate problems into defined workplans
  • Seeks initiative, is self-motivated and able to effectively balance multiple projects and manage various deadlines
  • Demonstrated track record of managing and leading teams
  • Able to synthesize disperse information into innovative insights (storytelling), translating complex ideas into simple ones
  • Strong retail business acumen (including retail metrics) with understanding of consumer-facing businesses
  • Customer-curious, continually seeking to understand opportunity / risks through the voice and lens of the customer
  • Eager to improve upon the status quo, coming up with new ideas and ways to optimize operating model and processes
  • Ability to influence at every level of the organization and especially senior leadership

Benefits at Old Navy

  • 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. This year, we've been named as one of the Best Places to Work by the Humans Rights Campaign for the fourteenth consecutive year and have been included in the 2019 Bloomberg Gender-Equality Index for the second year in a row.