Senior Manager, Digital Operations - Personalization, Loyalty, Promotions

Recruiter
Athleta
Location
San Francisco, California, United States
Posted
29 Jul 2022
Closes
14 Sep 2022
Ref
R46758
Function
Ecommerce
About Athleta

For the past 22 years, we've committed ourselves and our brand to a single aim: to empower all women and girls. Inspiration. Collaboration. Connection. Inclusivity. It's what we do best, and we're on the hunt for people who share our passion for leading an active lifestyle, growing personally as well as professionally, and creating game-changing products and experiences.

We use business as a force for good by putting people and the planet right up there with profit, which is why Athleta is a certified B Corp. Ready to make a move? Join us. Because we know that alone we're strong, but together we're unstoppable.

About the Role

The Senior Producer of email & marketing operations oversees the digital marketing platforms and delivery services within the North American Athleta team; responsible for optimizing and bringing to life effective and personalized marketing strategies. This critical role serves as the Athleta subject matter expert for the personalization and customer experience tech stack and acts as the liaison between the digital marketing teams, Product Management, DPG, DCM and 3rd party delivery vendors. As new platforms and system are enabled to support content delivery & personalization, this role will identify and lead the development of processes across the Athleta team, optimize core capabilities and advocate business priorities and requirements. Above all, the Senior Producer should be passionate about delivering and ensuring a seamless and optimal customer experience across all digital touchpoints.

What You'll Do

Essential Duties
  • Partner with marketers and CRM team to drive brand strategy, tactical plans, campaign requirements, data/technical needs and operational support associated with their digital marketing efforts.
  • Manages and oversees the North American Athleta Ecommerce pipeline for all initiatives related to personalization, testing, promotions, triggered programs and special projects. Responsible for resource planning and capacity management.
  • Oversees and drives all personalization & testing pod efforts in partnership with the digital marketing & CRM teams. Leads efforts to scale & operationalize effective personalization campaigns.
  • Drives integration and launch of new Personalization & Customer Experience platforms. Acts as a voice for the Athleta business when defining requirements for launch, roll out and adoption. Responsible for leading & refining new processes and strives for operational efficiency and customer-first solutions.
  • Recognizes business and resource best practices by leading regular hindsights and drives process improvements across ecommerce team. Identifies ways to improve the customer experience and overall business and regularly innovates, tests and learn new ways to grow the online business.
  • Creates and maintains strong collaborative relationships with members of Production, Marketing, Copy, Design, CRM, WCD, Call Center, PDM/IT, Merchandising and 3rd Party Vendors to successfully manage content delivery, operations and implement new features, experiences and drive innovation.

Personalization Technology & 3rd Party Vendors
  • Leads the integration, adoption, launch, and scaling of new personalization technologies platforms for the Athleta team partnering with Athleta cross-functional teams & central tech teams.
  • Acts as a voice & advocate for the Athleta business when defining requirements for new personalization platforms & systems.
  • In partnership with leaders, acts as a mindset shift change agent driving excitement and adoption of new technical systems and tools.
  • Maintain a strong and positive relationship with 3rd party vendors (e.g. Redpoint, Salesforce, Moveable Ink, DEG, Bluecore and Persado etc) and connect capabilities to our business needs to ensure we are making the most of our technology.
  • Provide ideas and drive solutions for how technology can be utilized to create and test new experiences to drive business and enhance our customer experience.

Promotional Pipeline
  • Manages and oversees the Athleta Ecommerce promotional pipeline for all activities related to commercial plan events, triggered programs and special projects.
  • Schedule all promotional pipeline meetings ensuring no overlap with other key pipeline deliverables and communicate meetings as appropriate cross functionally.
  • Own intake of promo campaigns and projects advising on resources needed or capacity issues. Ensure cross-functional teams are aware of all ongoing and upcoming projects and are aligned and supported on resources needed to successfully launch.
  • Create detailed implementation schedules for each season ensuring team is informed and executing as planned. Communicate cross-functionally changes required due to capacity or vendor/DGM needs.
  • Oversee detailed production schedules managed by Promo Producer and advise on risks for special projects ensuring cross-functional teams and vendors are on track to launch successfully and on time.
  • Partner with senior director to review level of effort, timing and resources needed to complete the yearly roadmap projects; including ownership of timeline creation, kick-off of projects, anticipating roadblocks, ensuring milestones are met, deliverables are on time for successful launch.
  • Ensure that final work is thoroughly QA'd and launched on time and flawlessly.
  • Partner with Senior Director to create and report on capacity for overall pipeline and projects; advise on and anticipate resource needs throughout the year and partner with director to push forward additional resource needs.

Leadership
  • Partnering with team leaders, drives new process and ways of working, always striving for effective & efficient collaboration.
  • Assess processes and communication methods, proactively identifies improvement areas, and drives change where needed.
  • Respond quickly to change in scope or project schedule, communicate any impacts to the project and potential business impacts to leadership and provide guidance how to mitigate risks and provide alternative solutions.
  • Manages career planning, and advancement for direct reports. Provide opportunities for team to continually grow their skillset and continuously improve ways of working.
  • Meets regularly with cross-functional leads to ensure team is performing successfully and identify opportunities for improvements across workflow.
  • Acts as after-hours contact for promotional related emergencies, partnering with Ecom Operations as needed.


Who You Are

  • 5+ years of digital ecommerce experience with knowledge of ecommerce, personalization technology, and digital customer experience.
  • Exceptional problem solving and analytical skills; ability to frame new, ambiguous and complex issues; able to generate insight through rigorous analysis
  • Technology adoption through utilization, process development & evolution, continuous improvement in ways of working
  • Strong leadership abilities, including the ability to develop talent and build a high performingteam; Strong influence skills and ability to work successfully with peers; a true team player
  • Ability to work effectively with senior leaders across the organization
  • Strong communications and presentation skills; Desire and ability to work in a matrixed organization


Benefits at Athleta

  • 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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