Posted on: February 16, 2021 | Job#: 350606

Senior Manager - CRM

Full-time | 55 Thomas Street, New York, NY, US 10013

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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. Manager, CRM will partner with the Director, CRM to create and embed customer-driven strategies, turning customer data and insights into actionable strategies, building customer journeys and segmentation, and orchestrating audiences for multi-channel campaign execution. He /she will play an active role in the design and execution of ongoing CRM programs as well as the management of weekly/monthly/annual departmental calendars to enable continuous and consistent testing and optimization and maximize consumers’ lifetime value, retention, loyalty, and advocacy.

What you'll do

  • Work with the Director, CRM to design and implement a data-driven and omni-channel CRM vision rooted in customer insights and analytics, and that drives Customer loyalty and growth

  • Maintain updated CRM roadmap and coordinate cross-functionally to execute CRM-driven programs end to end, ensuring proper planning, timelines and deliverables

  • Identify value creation opportunities in our customer file and enable relevant personalized offers / experiences, across both members and non-members of our loyalty program

  • Partner with Gap Inc Audience Management team on ad-hoc and recurring audiences and control segments for multi-channel campaign execution (direct-mail, email, mobile app, digital and social targeting)

  • Partner with Analytics resources on regular campaign response analysis and to assess impact of the programs on different customer segments

  • Use learnings and key insights to make recommendations, optimize segmentation for future campaigns, and continuously test and learn

  • Partner with the Loyalty Team to ensure that CRM, Loyalty and Card initiatives and targeting are harmonized to maximize reach and effectiveness, and that the Brand has full visibility and calendarization of Loyalty milestones and expected impact

  • Work closely with the Digital Performance Marketing Team to align Customer goals, Media and Marketing investment and audience selction

  • Support the Director CRM in preparing monthly and quarterly business reviews on relevant CRM initiatives

  • Attend cross-functional working groups to represent CRM as needed, and coordinate with the Director for alignment

  • Ensure that budget, expenses and forecasts are maintained and up to date

  • Gain a deep understanding of the customer database and available data, technology and partners to enable CRM strategies

Who you are

  • 5+ years of CRM / Campaign Management experience

  • Experience in Retail or similar industry preferred

  • Bachelor’s degree in marketing or related fields

  • CRM – Strong experience in CRM and campaign management, with a proven track record of bringing CRM programs to life in different channels

  • CAMPAIGN MANAGEMENT – experience with designing and running campaigns end-to-end, including planning, execution and hind sighting

  • DATA – good understanding of marketing and operational databases and data analysis

Benefits at Gap

  • 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.

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