Manager, Loyalty Operations
We hope you're interested in building a home with us. Even if you don't feel that you meet every requirement listed in this job description, we still encourage you to apply.
About the Loyalty Team
The Williams-Sonoma, Inc. Loyalty team leads The Key Rewards, our 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 team powers strategy, marketing, analytics, and operations to build loyalty across every customer touchpoint.
Overview of the Manager, Loyalty role
This critical role oversees end-to-end loyalty operations and program design across The Key Rewards, our existing credit card programs, and future programs under development. Reporting to the Vice President of Loyalty, you will lead to operational excellence and reporting design new benefits and processes, and manage relationships with multiple loyalty vendors. Through this work, you will help accelerate the growth of our membership base, improve customer satisfaction and retention, and drive incremental spending across our brands.
You're excited about this opportunity because you love loyalty, customer experience, data integrity, reporting, process maps, project management, and program design. Responsibilities include:
Responsibilities
- Operational Excellence and Reporting
- Create the vision for best-in-class member benefits and delivery of those benefits
- Design dashboards, reporting and end-to-end processes
- Monitor systems and customer feedback to quickly address potential issues
- Set annual goals for credit card and Key acquisition
- Partner with Loss Prevention to support fraud detection
- Member Benefits and Experience
- Track customer satisfaction trends
- Establish action plans to resolve customer friction points
- Enhance customer service processes
- Technology and Vendor Management
- Manage project prioritization and budgets internally and with external vendors
- Monitor vendor SLAs to ensure compliance
- Lead user acceptance testing (UAT) on new campaigns and benefits
- Sit for prolonged periods of time, type, operate a computer and communicate via telephone
- Transport materials and equipment and lift, move and carry objects up to 50 pounds on a limited basis
Criteria
- BA required (technical or financial discipline preferred). MBA a plus
- 4-6+ years of demonstrated success in marketing operations and/or technology systems management
- 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
- A 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
- Attention to detail with the tenacity to dig into complex scenarios
- Effective interpersonal skills with the ability to establish strong relationships with cross-functional teams at all levels
We believe in People First
We firmly believe that working in a culture focused on diversity, equity, and inclusion spurs innovation, creates healthy and high-performing teams, and delivers superior customer experiences. Our DEI initiatives prompt associate participation and engagement, aligning with our core vision to reflect the communities where we do business and put people first.
Benefits Just for You
Depending on your position and your location, here are a few highlights of what you might be eligible for:
- A generous discount on all Williams-Sonoma, Inc. brands
- A 401(k) plan and other investment opportunities
- Paid vacations, holidays, and time off to volunteer
- Health benefits, dental and vision insurance, including same-sex domestic partner benefits
- Tax-free commuter benefits
- A wellness program that supports your physical, financial and emotional health
Your Journey in Continued Learning
- In-person and online learning opportunities through WSI University
- Cross-brand and cross-function career opportunities
- Resources for self-development
- Advisor (Mentor) program
- Career development workshops and learning programs
- Speaker series
This role is not eligible for relocation assistance. 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). 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.