Manager, Loyalty Operations
About the Team
The WSI 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 business team powers strategy, marketing, analytics, and operations to build loyalty across every customer touchpoint.
About the Role
This critical role oversees end-to-end loyalty program operations across The Key Rewards and our credit card programs. Reporting to the Vice President of Loyalty, this person will build processes and reporting for operational excellence, optimize data feeds, and manage relationships with multiple loyalty vendors. Through this work, the 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 you love data, reporting, process maps, project management, and creating a better member experience. Responsibilities include:
* Operational Excellence
* Ensure transactions and rewards are being processed as expected across WSI and external loyalty systems
* Create and maintain operational dashboards, end-to-end processes, weekly/monthly reporting, and issue trackers
* Establish system and customer feedback monitoring to quickly detect and address potential issues
* Enhance processes for issue management, impact assessment, and timely resolutions
* Set annual goals for credit card and Key acquisition in collaboration with cross-functional and cross-brand stakeholders
* Partner with Loss Prevention to find new opportunities for fraud detection and prevention
* Technology and Vendor Management
* Help set the business vision for enhancing our systems and data capture
* Manage project prioritization and budgets with internal tech organization, external loyalty vendor, and bank technology partners
* Monitor vendor SLAs to ensure compliance
* Lead user acceptance testing (UAT) on new campaigns and benefits to ensure implementation meets business requirements
* Member Experience
* Partner with Analytics, Store Operations, and Care Center to identify customer dissatisfiers
* Establish actions plans to resolve customer friction points
* Enhance customer service processes to ensure a customer-first approach when members have questions or concerns
Why you will love working at Williams-Sonoma, Inc.
* We are best-in-class marketers with a bias for data-driven decisions
* We are at the forefront of tech and retail, with over 50% of sales through e-commerce
* We have a smart, experienced leadership team that wants to do it right and is open to new ideas
* We believe in building world-class brands and in being creative on a daily basis
* We give associates autonomy and encourage everyone to take initiative
* We offer competitive salaries, comprehensive health benefits, and compelling employee discounts
* We have fun!
REQUIREMENTS AND QUALIFICATIONS
We're excited about you because you have the following qualifications...
* BA required (technical or financial discipline preferred). MBA a plus
* 4-6+ years of demonstrated success in IT systems management or operations 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
* 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
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.
Benefits:
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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