Director - Customer & Marketing Analytics
**ONE HARRISON STREET**
**San Francisco, California** **94105**
**JOB#: 214655** **DATE POSTED:Sep. 25, 2017**
**JOB STATUS: Full-time**
**At Athleta, we believe in inspiring women and girls to discover what s possible through fitness and a healthy, active lifestyle. We are passionate about designing a new breed of performance lifestyle apparel for female athletes and active women that makes them look and feel amazing.**
**We're looking for people who find inspiration in the same things we do. Like community. Participation. Empowering others. Working as a team. Never forgetting that work isn't work without a little play - And, of course, being a part of something bigger.**
**Power of She**
We are searching for a talented and experienced CRM professional to lead the team responsible for designing the customer acquisition and retention strategies critical for Athleta s continued growth in share of wallet and market. This includes developing and executing the strategies and analytic constructs required to maximize customer LTV (e.g. spend, retention) through lifecycle marketing as well as greater personalization and targeting. Given we are an omni channel brand, there is significant opportunity to better understand which customers should receive what messages at the right time through the right vehicles and take into account the nature of multiple touchpoints and their impact on customer behavior.
This role is also responsible for ensuring CRM learnings are integrated into appropriate business processes including catalog circulation-planning, digital and direct mail contact strategies and development of brand promotions. The Director of Customer Analytics would also help inform our targeting and messaging strategy for our newly launched credit card and future loyalty program based on customer behavior.
The ideal candidate for this position is passionate about customers and consistently demonstrates strong executive leadership, intellectual curiosity, excellent analytical and communication skills, and strong interpersonal and partnering skills. This person reports into the Sr Director of CRM, and will partner cross-functionally with senior leaders in the Marketing, Circulation, Ecomm, Inventory Management and Retail functions while leading a team of Sr Analysts.
**Roles & Responsibilities**
+ Collaborate cross-functionally (Marketing, Finance, Stores, IM) to set growth targets and inform priorities for CRM analytics team
+ Lead team responsible for developing customer-level planning, including file scoring for house and prospect circulation to meet financial goals
+ Lead CRM campaign analytics and reporting including LTV, CTA and ROI with focus on identifying opportunities to improve program performance
+ Lead Marketing analytics including media mix and spend maximization across vehicles. This includes advising the Marketing budget and making recommendations from a spend by funnel point of view.
+ Develop and present reports focused on customer and campaign performance. This includes reporting on specific KPI trends and performance by campaign
+ Develop analytic approach & partner in the execution of customer acquisition programs including catalog, digital, retail and other direct response vehicles required to achieve brand growth goals
+ Increase customer LTV through development of customer contact strategies informed by rigorous testing and customer analytics in areas of retention, frequency and spend
+ Drive increased ROI of direct response marketing program through development of lower cost pieces and more efficient mix of direct response vehicles in digital and physical channels
+ Develop, manage and report testing programs that facilitate actionable customer insight with predictive ROI outcomes for customer segments
+ Develop customer models, statistical models and financial models as appropriate based on project and business need
+ Demonstrated ability to effectively lead, develop and retain a high-performance team
+ Strong written and oral presentation skills
+ 8+ years of experience in a CRM environment: catalog experience strongly preferred
+ Expert understanding of direct, digital, catalog and lifecycle marketing in retail environment
+ Exceptional problem solving, technical and data-analysis skills
+ Detail-oriented with ability to balance detail and holistic, strategic perspective of business
+ Collaborative team player with strong interpersonal and partnering skills, flexible, thrives in environments of ambiguity
+ Excellent organization and time management skills; able to balance and prioritize multiple projects simultaneously
+ Able to communicate complex concepts to various audiences in a clear and concise manner
+ Proficiency with SAS or SPSS and advanced Excel
+ MBA desired, but not required
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.