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Date: Jun 18, 2017

Location: San Francisco, CA, US

Company: Williams-Sonoma Inc.

Requisition Number: SS-10552
Area of Interest: Marketing
Organization: Corporate
Brand/Division: Shared Services
Position Type: Full-time


Our Company

Founded in 1956, Williams-Sonoma, Inc. is the premier specialty retailer of high-quality products for the kitchen and home in the United States. Our family of brands are Williams-Sonoma, Pottery Barn, Pottery Barn Kids, PBteen, West Elm, Williams-Sonoma Home, Rejuvenation, and Mark and Graham. These brands are among the best known and most respected in the industry. We offer beautifully-designed, stylish and functional products for every area of the home, including the kitchen, living room, bedroom, home office, closet, laundry room and even outdoor spaces. We've seen some big changes since our first brick-and-mortar store opened more than half of a century ago. What hasn't changed is our passion for high-quality products, functional design, outstanding customer service, and enhancing the lives of our customers and the communities where we operate. Today, we're a multi-brand, multi-channel, global enterprise supported by state-of-the-art technology and some of the most talented teams in retailing - and we're always looking for new energy and ideas.

Position Summary

The Vice President Loyalty will own oversight of The Key, Williams Sonoma Inc.'s all-brand multi-tender loyalty program. This role will play an instrumental part in driving profitable sales growth, customer growth and customer loyalty in both the retail and direct-to-consumer channels. This is a new and evolving position with high visibility throughout the organization. A successful candidate will have excellent project management & vendor management skills, a retail loyalty background (tender and non-tender) and the ability to build strong, solid cross functional relationships quickly. A passion for the Williams-Sonoma, Inc. family of brands and the home industry is a must.

Specific Responsibilities

* Manage cross-functional efforts to drive profitable sales growth, customer growth and customer loyalty (frequency/increased spend) through a multi-tender loyalty program in all channels
* Work cross functionally with IT on vendor integration and ongoing releases and improvements for The Key aimed at delivering a world class multi-brand loyalty program and an excellent customer experience
* Collaborate with marketing leadership to continually enhance and refine The Key marketing across all programs (print/ digital, email) ensuring WSI goals as well as individual brand objectives are met
* Develop strategies to drive membership in The Key in both channels as well as improve the retention and reactivation rates of existing members
* Develop an understanding of each brand's unique identity in order to create loyalty initiatives that meet both WSI goals as well as each brand's goals
* Be an expert in the overall loyalty market, tracking competition regularly; bring industry and individual insights to broader team and use to innovate and inform strategy
* Oversee creative briefs as needed ensuring The Key brand book is executed correctly; review & approve collateral; route to key stakeholders for feedback
* Collaborate regularly with merchants and ecommerce leads in each brand to ensure product strategies and site experience for The Key is optimized for the best customer experience
* Oversee all reporting and analysis in partnership with the Customer Analytics team; use insights from data to inform go-forward strategies
* Communicate program results as well as forward-looking strategies internally to marketing leadership, brand partners and Executive Leadership and externally to bank team
* Own and manage the relationship with the partner bank and loyalty platform vendor for all WSI brands; take a leadership role in managing weekly status and QBR's and escalate performance issues when appropriate
* Participate in financial processes related to their team, including attaining specific financial objectives and managing a budget for The Key

People Management:

* Lead team of Analysts/Sr. Analysts supporting The Key, ensuring clear expectations are set, goals are met, career plans are in place and feedback is regularly given/received
* Responsible for all people management activities, including setting the standards for objectives and reviews for their department, salary decisions for their department with guidance from SVP
* Accountable for ensuring that their team supports and models cultural behaviors including ownership, building great teams, and breaking down barriers. Motivate, personally inspire and recognize associates and contractors for their work and behaviors
* Able to manage complex associate performance issues, providing guidance for their managers, partnering with HR



* BA required, Master's Degree preferred (Marketing/Business)
* Typically requires 10-12 years of retention/loyalty marketing experience in a fast-paced multi-channel retail environment
* Experience with a card issuer and/or partner credit card program required
* Experience leading a team including managers and contract resources is required
* Experience leading a function in a retail organization, strongly preferred
* Strong presentation, communication and influencing skills required.

Personal Competencies

Global Business Acumen -- Understand the complexity of business on a global scale. Embrace cultural and individual differences with empathy. Work with the nuances of specific local cultures to make informed decisions.

Strategic and Analytical Capability -- Ability to think globally, strategically, and objectively. Effectively translates data into actionable insights, strategies and financial plans.

Leading Teams -- Attracts, develops and motives the talent needed for current and future business requirements. Articulates an inspiring vision for the future, establishes high performance expectations and sets example through own behavior. Ensures alignment of individual goals with overall business objectives. Coaches team members to success and holds individuals accountable for achieving results.

Drive for Results -- Credibility earned through delivering results. Balances urgent and effective action, commitment to excellence, taking initiative to resolve problems and work quality. Demonstrates high initiative and provides leadership in a project-oriented environment.

Effective Communication -- Communicates clearly and effectively with associates at all levels, board members, external partners and customers. Strong verbal and written presentation skills including the ability to communicate complex ideas in a simple way and to tailor key messages and presentation style to multiple audiences.

Influence and Collaboration -- Builds and sustains collaborative relationships at multiple levels in the company. Able to work through complex disagreements and conflict to achieve resolution. Builds trust by including others and by keeping the cross-functional teams focused on the success of the entire company.

Williams-Sonoma, Inc. is an Equal Opportunity Employer.

Williams-Sonoma, Inc. will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

Nearest Major Market: San Francisco
Nearest Secondary Market: Oakland

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