About Banana Republic
Born from two California creatives fueled by their explorer spirits, Banana Republic has repositioned itself as a premium, experiential lifestyle brand for today’s modern world. Designed for a life where anything is possible, we use the finest materials with the latest fabric innovations to create timeless, versatile clothing, jewelry, shoes and handbags. Through our home and art collections, we extend beyond apparel and are a part of our customers' lives at home.
We are creating memorable, immersive experiences online and in-store that build lasting relationships and solve our customers’ lifestyle needs. Our team is made up of passionate and curious storytellers who are pushing the boundaries to deliver consistent, quality product through an elevated customer experience. Sound interesting? Join us as on the BR journey as we create what’s next.
About the Role
The Selling and Customer Experience Director will lead the Sales + Clienteling strategy and execution across the Banana Republic Specialty and Factory channels, with a focus on driving client loyalty and engagement. This role will be responsible for developing and managing outreach strategies that support sales goals, optimize client engagement metrics, and enhance the overall customer experience. This role will work closely with the Brand Enablement team to ensure alignment on store execution of technical platforms, sales tracking, events and outreach efforts while driving innovation development to support store sales growth and profitability.
What You'll Do
Customer Retention Strategy & Execution:
- Lead the development and execution of cross-channel client retention strategies, aimed at enhancing in-store shopping experience
- Create and implement resources and tools to drive customer retention and increase brand loyalty, ensuring alignment with business and marketing objectives
- Develop strategies to meet goals, optimize engagement metrics, and improve client lifetime value through personalized experiences
- Leverage data insights and client feedback to continuously improve selling tools and strategies and adapt to client behavior
- Partner with Gap Inc Innovation Teams to design and implement strategies aimed at acquiring high-value clients and driving incremental growth.
- Collaborate with Regional Sales & Experience Manager team to ensure a smooth in-store outreach strategy from the client acquisition phase to becoming repeat clients
- Implement targeted acquisition strategies focused on acquiring clients who have a high propensity for loyalty and long-term engagement with the brand.
- Work with internal / external partners to develop and execute testing roadmaps, exploring new messaging, segmentation strategies, and outreach opportunities to drive customer engagement and retention
- Provide insights and recommendations to Commercial Planning on how to drive customer loyalty through targeted retention and promotional campaigns
- Support the development of annual Long Range Plans (LRPs) for Banana Republic, providing analytical insights and strategic guidance that inform key decisions
- Contribute to the planning, structuring, and execution of corporate and brand initiatives, ensuring that selling and clienteling is embedded as a core component of overall business strategies
- Monitor the performance of tools and resources used for customer retention and sales tracking, providing regular reporting and analysis to senior leadership on key metrics such as engagement, repeat business sales tracking, and sales impact
Who You Are
- Ability to work in a fast-paced environment with competing priorities
- Self-starter who is able to assess current state and quickly action on what is needed to accelerate our growth in the space of client acquisition and retention
- Strong communication skills that bring together cross-functional teams to achieve goals and results
- Proficiency in technology used to enhance client experience and outreach
- Demonstrated experience of influencing and driving team performance to achieve goals and results
- Knowledge of products, resources and tools available to support the clienteling initiatives
- Background in quantitative analysis and market research to support strategic decision-making
- Familiarity with emerging technologies in customer loyalty and acquisition in the retail space (e.g., digital loyalty platforms, mobile apps, and customer data platforms)
Benefits at Banana Republic
- 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. In 2022, we were recognized by Forbes as one of the World's Best Employers and one of the Best Employers for Diversity.
Salary Range: $168,300 - $223,000 USD
Employee pay will vary based on factors such as qualifications, experience, skill level, competencies and work location. We will meet minimum wage or minimum of the pay range (whichever is higher) based on city, county and state requirements.
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