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Manager, Loyalty Operations

Date: Aug 14, 2019

Location: San Francisco, CA, US

Company: Williams-Sonoma Inc.

Requisition Number: SS-16177
Area of Interest: Marketing
Organization: Corporate
Brand/Division: Shared Services
Position Type: Full-time


About the Team

The loyalty team leads The Key Rewards, our new cross-brand customer engagement program, and three industry-leading credit cards. With brands including Williams Sonoma, Pottery Barn, West Elm, and Mark & Graham, our innovative business team powers strategy, marketing, analytics, and operations to build loyalty across every customer touchpoint.

About the Role

This critical role manages operational activities across The Key Rewards and our credit card programs. Reporting to the Vice President of Loyalty, this person will partner with Technology on our multi-year roadmap, manage relationships with multiple loyalty vendors, lead operational reporting, optimize data feeds and processes, and clearly communicate program benefits and enhancements to 5+ million members and 20,000+ associates. Through this work, this person will help accelerate the growth of our membership base, improve customer satisfaction and retention, and drive incremental spend across our brands.

You're excited about this opportunity because the role will create a better member experience and provide you with exposure to leadership across the company, including technology, store operations, call center, finance, analytics and CRM. Responsibilities include:

* The Key Rewards and Credit Card Programs

* Serve as the operations liaison across Marketing, Technology, and external loyalty partners
* Identify customer friction points and partner with Technology/vendors to develop solutions that improve the experience
* Monitor and coordinate resolution of tech-related issues, working with Analytics to understand impacts and prioritization
* With Technology, develop and maintain loyalty roadmap to sequence future benefits and enhancements

* Partner with Customer Care and Loss Prevention to respond to escalations and monitor real-time customer feedback
* Partner with Store Operations to communicate program changes, set annual acquisition goals, and launch incentives to drive sign-ups in stores
* Work with Training on tools that educate store and care center associates about the programs

* Communicate operational progress regularly to brand and executive leadership

* The Key Rewards

* Lead operational reporting, including report design, distribution, and insights

* Write business cases and business requirements for program changes that lead to greater share of wallet and higher member satisfaction
* Enhance customer service processes to ensure a customer-first approach when members have questions or concerns

* Credit Card Programs

* Facilitate resolution of customer inquiries and technical issues in compliance with bank requirements
* Work with bank partners to manage associate contests and incentives
* Identify opportunities to prevent fraud and reduce chargebacks

Why you will love working at Williams-Sonoma, Inc.

* We're a successful, fast-growing company with an entrepreneurial vibe
* A technologically and data-driven business
* Competitive salaries and comprehensive health benefits
* We're at the forefront of tech and retail, redefining technology for the next generation
* We're passionate about our internal and external clients and live/breathe the client experience
* We get to be creative on a daily basis
* A smart, experienced leadership team that wants to do it right and is open to new ideas
* We believe in autonomy and reward taking initiative
* We have fun!


We're excited about you because you have the following qualifications...

* BA required (Marketing/Business/Operations preferred). MBA a plus
* 4-6+ years of experience in product management, operations, loyalty marketing, customer experience, or strategy consulting. Previous retail experience preferred
* Strategic thinking and analytical skills -- the ability to crystallize a problem and clearly define, analyze and articulate solutions
* Project planning and management-- the ability to efficiently prioritize tasks, and deliver a project on time and with the highest quality
* Collaborative spirit who can work well with large cross-functional teams
* Technical skills -- experience writing business requirements for technology teams, partnering with them on technical requirements, managing technology vendors, and communicating requests in a data-centric way
* Excellent written and verbal communicator
* Self-motivated and detail-oriented
* Effective interpersonal skills with the ability to establish strong relationships with cross-functional teams at all levels

About Williams-Sonoma, Inc.

Founded in 1956, Williams-Sonoma, Inc. is the premier specialty retailer of high-quality products for the home. Our family of brands includes 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. In 2017, we acquired Outward, Inc., a 3-D imaging and augmented reality platform for the home furnishings and décor industry. 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.


Once you are here, you can look forward to a wide variety of benefits. Our corporate vision--to enhance our customers' quality of life at home--extends to the lives of our associates. To that end, we offer an extensive benefits package designed to help you grow, personally and professionally, to keep you healthy, to prepare you for the unexpected, to care for your family and to build a secure future. Depending on your position and your location, here's a look at what you might be eligible for:

* A generous discount on all Williams Sonoma Inc. brands through multiple shopping channels
* A 401(k) plan and other investment opportunities
* Paid vacations, holidays and other time-off programs
* Health benefits, including health, dental and vision insurance; health and dependent care tax-free spending accounts; medical, family and bereavement leave; same-sex domestic partner benefits; short- and long-term disability programs; life and travel insurance; an employee assistance program
* Tax-free commuter benefits
* A wellness program that supports your physical, financial and emotional health
* In-person and online learning opportunities through WSI University, LearnIt and AcademyX
* Cross-brand and cross-function career opportunities
* Quarterly sample sales
* A business casual work environment
* A bike share program
* Time off to volunteer
* Matching donations to qualifying nonprofit organizations
* Company-sponsored walks and runs
* Discounts on nearby gyms and other local businesses

WSI will not now or in the future commence an immigration case or "sponsor" an individual for this position (for example, H-1B or other employment-based immigration

This role is not eligible for relocation assistance.

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, or other applicable state or local laws and ordinances.

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, or other applicable state or local laws and ordinances.

Nearest Major Market: San Francisco
Nearest Secondary Market: Oakland

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