We are seeking an action-oriented leader that will develop Gap Inc.’s customer experience strategy including how we will invest through technology and other means to drive our experience forward. Through rigorous analysis, focus on the competition and customer, deep partnership with the business, and expert synthesis you will develop strategic recommendations and partner with senior leaders to drive action. Your work will range from the close in – for example, identifying competitive best practices – to further out – developing recommendations of where Gap Inc. should invest in order to deliver a winning experience in 3-5 years. You will be working with the most senior leaders in the organization.
Key Responsibilities
Business Strategy
Develop Gap Inc.’s technology and customer experience strategy, outlining where and how much Gap Inc. should invest to drive customer and business value both in the near term and five years out.
Create a concise articulation of our strategy that can be shared throughout the organization to drive shared perspective and focus.
Lead the development of a methodology to quantitatively and qualitatively measure the value of enhancing customer experience.
Lead the annual development of a 3-year plan for the Growth, Innovation and Digital division, identifying critical initiatives, dependencies, and required investment. Partner closely with Finance and key leaders across the division to drive rigorous thinking and the right strategic decisions.
Develop presentations for key internal meetings including presentations to the Brand Presidents and the Gap Inc. Board of Directors.
Proactively identify and drive key strategic initiatives that deliver long-term profitable growth, with a focus on how retail must respond to the changing needs of the customer as well as evolving competitive threats.
Industry Trends and Forecasting
Build best-in-class capabilities to track and synthesize competitor, marketplace, and customer intelligence to deliver context, drive recommendations and motivate action.
Develop a point of view on key digital and customer experience industry trends and regularly share this information back to stakeholders within GID, and throughout the company.
Partner with the Consumer Insights team to include a customer perspective in all trend and forecasting work.
Customer Engagement and Retention Strategy
Develop Gap Inc.’s strategy for customer engagement and retention, including multi-tender customer loyalty programs for all brands
Partner with the Quantitative Strategy group to model and analyze customer appeal and profitability of a variety of programs
Leadership & Influence
Serve as a thought partner and liaison with business partners outside of Strategy at all levels, proactively sharing best practices across brands.
Desired Skills and Experience
Demonstrated track record as a strategic leader, with the ability to synthesize information into effective strategies and executable plans, influence key stakeholders, and drive business results
Exceptional problem-solving and analytical skills; ability to frame new, ambiguous and complex issues, and generate insight through rigorous and objective analysis. Can break down major challenges into addressable components prioritized by value creation, and understands that simple, actionable recommendations drive results.
Excellent ability to listen and understand senior leadership needs, scope projects accordingly, negotiate objectives and deliverables, and catalyze the organization against delivery of results. Approaches conflicts as opportunities, finding common ground quickly without compromising overall position
Unparalleled business acumen related to consumer-facing businesses and ability to assess impact of decisions on overall business performance
Passion for seeing problems from both a customer and business perspective and using consumer insights to drive business results.
Commitment to developing individuals and a team, able to attract and retain great talent. Proven experience in managing cross-functional teams.
Strong interpersonal skills and political savvy with the ability to influence at senior levels and across the organization to drive results. A true team player who works well with others and builds partnerships.
Compelling presentation skills (oral and written) including ability to articulate complex ideas in a simple way.
10+ years of relevant work experience, technology and/or retail expertise strongly preferred
MBA strongly preferred.
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