Posted on: August 25, 2021 | Job#: 372190-998040020131

Contact Center Brand Analyst - Customer Insights (REMOTE)

Full-time | Rocklin, CA, US 95765

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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 team is 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 Contact Center Brand Analyst - Customer Insights is responsible for acting as a liaison for flow of information between the call centers and various functional areas across the brands (i.e. Operations, Field, Marketing, Legal, etc.). Information is gathered and presented in the form of Knowledge Management, Reporting, Training, etc. The Brand Analyst also acts as a higher-level Customer Experience Expert, assisting with complex customer resolutions on behalf of various Executive Leadership Teams.

Fast-paced environment Leading and controlling multiple projects simultaneously.

. *This role can be based remotely anywhere in the U.S.

WHAT YOU’LL DO:

What you'll do

  • Ensure a superior customer experience that fully supports the Gap Inc. brand promises.

  • Act in the capacity of “Brand Expert” on policies, procedures, and promotions to provide accurate information to both internal and external customers.

  • Serve as brand “ambassador,” viewing each brand holistically to become knowledgeable in all aspects of the business (e.g. store, online, international).

  • Disseminate brand knowledge and updates, such as policy, marketing and promotional updates, to the call center team via Knowledge Management (Salesforce) updates.

  • Establish and maintain strong working relationships with internal partners including, but not limited to Call Center Support and Operations teams, Brand Marketing and Operations teams, and Field Leadership teams. 

  • Represent the voice of the customer to the Brand Operations, Marketing, Web and Product teams: anticipate customer reaction to marketing and promotions, call-out potential call drivers and prepare teams accordingly; offer recommendations for improvements in customer-related policies and procedures.

  • Supply professional and accurate reports on customer feedback, competitor benchmarking, and product recalls as appropriate. Reports will include thoughtful and thorough analysis of trends, call drivers, action item suggestions, etc.

  • Management of Social Media Customer Service, including monitoring and responding to customer comments and questions across social channels such as Facebook and Twitter.

  • Support Customer Relations Manager, Risk Management and Field Leadership teams in identification and resolution of potentially sensitive customer situations to mitigate risk to the business.

  • This job requires strong analytical and technical abilities and demands fast, but carefully thought-out results.

  • The job centers

    around developing new ideas, systems and technology, and also analyzing and improving on old ones.

Who you are

WHO YOU ARE:

  • Bachelor's degree or equivalent experience

  • Two+ years retail management and/or call center supervision experience preferred.

  • Prior experience reporting/database management preferred

  • Advanced knowledge of Microsoft Office; proficient in Microsoft Excel and PowerPoint

  • Excellent time management, prioritization, organizational and follow-up skills

  • Driven to get things done.

  • High sense of urgency with demonstrated ability to work independently and make effective decisions in a timely manner

  • Strong analytical and data interpretation skills

  • Excellent problem solving and decision-making skills.

  • Ability to interact with all levels of management across functions

  • Strong interpersonal and relationship building skills, including focus on teamwork and communication

  • Ability to adapt in a rapidly changing environment

  • The broad scope of the job demands a factual, direct and

    authoritative style of communication.

  • Decision-making, though swift, is very calculated and singular

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.

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