Loyalty Member Experience Contact Center Manager

Gap Inc.
San Francisco, California, United States
22 Jun 2022
17 Sep 2022
About Gap Inc.

Our brands bridge the gaps we see in the world. Old Navy democratizes style to ensure everyone has access to quality fashion at every price point. Athleta unleashes the potential of every woman, regardless of body size, age or ethnicity. Banana Republic believes in sustainable luxury for all. And Gap inspires the world to bring individuality to modern, responsibly made essentials.    

This simple idea-that we all deserve to belong, and on our own terms-is core to who we are as a company and how we make decisions. Our teamis made up of thousands of people across the globe who take risks, think big, and do good for our customers, communities, and the planet. Ready to  learn fast, create with audacity and lead boldly? Join our team.

About the Role

The Loyalty Member Experience team is responsible for developing and driving member experience for our loyalty members across channels and brands. The Loyalty Member Experience Contact Center Manager will support expanding Loyalty's relationship with Gap's and our banking partner's Contact Centers to support our member experience and loyalty strategy.

This role is based out of the San Francisco office. Currently, job duties are being performed remotely. However, the Company may in the future require you/this role to be in the office on a full-time or part-time basis. Pursuant to Gap Inc.'s policy, all employees who wish to enter Gap Inc.'s San Francisco Bay Area, New York, and Albuquerque office buildings will need to be vaccinated, unless an exemption from the vaccine requirement is approved due to an accommodation for a disability or for a sincerely held religious belief.

What You'll Do

  • Manage the Contact Center/Loyalty relationship with Gap's and our banking partner's Contact Centers, ensuring Contact Centers are informed of customer-facing promotions and communications
  • Establish reporting to identify Member trends that can help drive the Member Experience forward
  • Build out Contact Center enablement roadmap that aligns with the full Member Experience strategy
  • Identify new ways to celebrate and reward Members who connect with us through Contact Center channels
  • Work with Contact Center Customer Experience Team to capture customer feedback to help improve Member Experience
  • Build out listening sessions to showcase customer contacts for the Loyalty Team to hear directly from our Members
  • Be customer curious - look for ways to drive member experience forward

Who You Are

  • Loves Retail and making meaningful customer relationships
  • 5+ years of relevant work experience in loyalty, customer service or customer success, ecommerce or related field, focused on servicing customers and solutioning to drive better customer outcomes
  • Strong written and verbal communication skills with the ability to glean insights, tell a story from the data, and effectively share updates between team
  • Experience using logic and methods to solve difficult problems and derive effective solutions
  • Ability to organize and manage multiple detail-oriented projects and to meet deadlines
  • Proven skill in leading and working across multiple and distinct functional organizations (e.g., Banking Partner, Contact Center, Brands, Loyalty, etc.) in support of business priorities
  • Strategic thinker with the ability to leverage large data sets to make data-driven decisions
  • Proficient in Excel, Word, and PowerPoint
  • Past credit card, retail experience preferred but not required
  • Bachelor's Degree; MBA a plus

Benefits at Gap Inc.

  • 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. US Candidates - Non NYCPlease note that effective, June 30, 2022, Gap Inc. will no longer require any of its employees to wear face masks or require proof of COVID vaccination, unless required by local or state/provincial mandates or as part of Gap Inc's quarantine guidelines after being exposed to or testing positive for COVID. Therefore, please disregard any language in any job posting that refers to Gap Inc.'s face mask and proof of vaccination policy as said policy is no longer effective.US Candidates - NYCBeginning December 27, 2021 the City of New York requires all employees in the City who work on site to provide proof that they are fully vaccinated against COVID-19, unless an exemption from the vaccine requirement is approved due to an accommodation for a disability, a sincerely held religious belief or other legally protected basis (including status as a victim of domestic violence, stalking or sex offenses).

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