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Director, Digital and CRM - B2B & International

Gap Inc.
London, United Kingdom
Closing date
21 May 2024

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Job Details

About Gap

Our past is full of iconic moments - but our future is going to spark many more. Our brands - Gap, Banana Republic, Old Navy and Athleta - have dressed people from all walks of life and all kinds of families, all over the world, for every occasion for more than 50 years.

But we're more than the clothes that we make. We know that business can and should be a force for good, and it's why we work hard to make product that makes people feel good, inside and out. It's why we're committed to giving back to the communities where we live and work. If you're one of the super-talented who thrive on change, aren't afraid to take risks and love to make a difference, come grow with us.

About the Role

Gap Inc.'s B2B & International Commerce division have brought the Gap Inc. iconic global brands to markets around the world. As a key member of the Digital team, the Director of Digital and CRM will play a critical role in owning and developing the strategies designed to drive consistent results for Gap, Banana Republic, Athleta and Old Navy ecommerce and digital marketing. You will partner with the relevant cross-functional teams to align on the Key Account Management strategies. You will provide essential support to Global partners, ensuring each brand's aesthetics, vision and direction are strategically communicated in their markets through foundational and seasonal toolkit development, strategic guidance and oversight of regionally driven initiatives. You will own the marketing efforts on global online platforms. You will educate internal and external teams on best in class digital & CRM strategies. You will lead a talented and hard working team. Your contributions will help bring big ideas to life and tell the Gap Inc. brands story's online.

The Director of Digital and CRM will be a resourceful and independent contributor, acting as a liaison to Partners and HQ Global Brand Digital & CRM teams, as well as the Gap Inc. B2B & International Commerce cross-functional teams. You will engage in ongoing, cross-functional communications to ensure alignment and synergy and develop strategies for our Global Partners. You will lead the teams bringing the Gap Inc brands to market on Global pureplay platforms. You will be team-oriented, results driven, demonstrating collaboration, leadership, management, influencing and relationship-building skills in a complex international matrix, while utilizing internal and external resources to share informed recommendations and points of view. You will lead by managing upward and horizontally, and by influencing key stakeholders regardless of location. Leads and inspires functional team to be: customer-focused, innovative, results driven and team-oriented.

What You'll Do

  • Lead and develop best in practice digital marketing & ecommerce strategies for B2B & International (ex Japan).
  • Own and implement strategies to grow brand awareness and sales on Pureplay multi-brand sites and Amazon.
  • Collaborate with Gap Inc. Marketing teams on integrated digital campaigns and drive positive performance.
  • Deliver campaigns across global platforms to drive engagement, reach and awareness.
  • Responsible for leading and driving ecommerce and digital marketing across all international partner sites (ex Japan.)
  • Partner with local teams to drive digital brand building campaigns and execute local commercial plans.
  • Partner with Gap Inc digital teams to leverage strategies and learnings. Tailor deliverables for key franchise market and support growth of online channels.
  • Lead and develop CRM strategies related to customer acquisition and retention strategies to help grow global customer base.
  • Manage the agency that supports the Gap brand presence on Amazon.
  • Identify & establish digital market trends and educate & inspire cross-functional teams.
  • Oversee the team that manages digital media strategies across all online business models.
  • Own presentation of key digital marketing hindsight's and opportunities in leadership meetings.
  • Responsible for annual budget on behalf of all brands across pureplay platforms & Amazon.
  • Define and develop the strategy for Gap Inc.'s digital marketing strategy as it relates to SEO/SEM including all brands operating under the Franchise model.
  • Strong commercial acumen and understands driving results through a measurable ROI.
  • Develop and coordinate the deployment of integrated marketing plans as well as and monitoring campaign execution reporting back to the business on results and program updates and any course correction needed.
  • Extensive experience across existing and emerging ecommerce platforms.

Who You Are

  • 10+ years of digital marketing experience, managing digital campaigns to acquire & engage users throughout the funnel.
  • Experience successfully managing agencies and partners, demonstrated understanding of and proven implementation of analytics best practices.
  • Understanding of the interplay between online and traditional channels.
  • Proven success in utilizing analytics to provide strategic recommendations and drive concrete action.
  • Able to manage multiple projects simultaneously.
  • Excellent communication skills, both written and oral, with an ability to distill complex ideas into easily understandable stories.
  • Highly organized and detail-oriented.
  • Extensive experience in digital marketing and CRM in a global organization.
  • Strong drive for results. Understand what's impactful and critical. Pushes to meet and exceed goals.
  • Track record of solid strategic thinking. Has broad perspective and can anticipate future consequences and trends.
  • Proven leadership and people management skills.
  • Track record of effectively inspiring business partners, getting work done through others, and managing a high-performance team.
  • Extensive experience in building effective cross functional relationships.
  • Background in retail/fashion industry, ecommerce preferred.
  • At least ten (10) years of digital marketing experience with a proven track record of driving innovative strategies, preferably at a multi-channel retailer.
  • Proven success in utilizing analytics to provide strategic recommendations and drive concrete action.
  • Ability to deal with change with a passion for innovation and creative problem solving.

Benefits at Gap

  • Merchandise discount for our brands: 50% off regular-priced merchandise at Gap, 30% off at Gap Outlet, and the ability to purchase discounted merchandise during international travel at Banana Republic, Athleta, Intermix and Old Navy.
  • Pension schemes available, depending on role.
  • Market-leading private medical healthcare and well-being programme.*
  • Voluntary medical cash plan open to all employees.
  • Performance-related discretionary bonuses.*
  • Access to our Employee Support Programme for overall well-being.

*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. In 2022, we were recognized by Forbes as one of the World's Best Employers and one of the Best Employers for Diversity.


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